Last updated: 19 May 2026
Effective date: 19 May 2026
This Trade Refund Policy explains when and how Gwyneth Jewellery Limited (Company No. 16481877) issues refunds to its trade customers. This policy forms part of our Trade Terms and Conditions and applies to business-to-business (B2B) sales only.
Important: Because we sell exclusively to registered UK business customers, the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 do not apply. Refund rights are governed by the Sale of Goods Act 1979 and the terms set out below. This policy is read together with our Trade Returns Policy, which sets out the return process that must be completed before a refund is issued.
1. When We Issue Refunds
1.1 We issue refunds only after the return process set out in our Trade Returns Policy has been completed. The conditions for an approved return are:
- (a) Manufacturing defect;
- (b) Damaged in transit (reported within 7 working days with photographic evidence);
- (c) Wrong item supplied (not matching the order confirmation);
- (d) Shortage (quantity delivered below order confirmation).
1.2 A valid RMA (Return Merchandise Authorisation) number must have been issued, the goods must have been returned within 14 working days of RMA, and the returned goods must have passed our incoming inspection.
1.3 Where we choose to offer a resolution other than a refund (such as replacement, repair, or credit note), no refund is due unless the alternative resolution fails or is impractical.
2. Refund Amount
2.1 Where a full refund is due, the refund covers the trade price paid for the returned goods (excluding the non-refundable components listed in clause 3).
2.2 Where the return is partial (some items returned, others kept), the refund is calculated pro rata to the returned items at their original trade price.
2.3 Where inspection reveals the goods are in a condition different from that described in the RMA (for example, partly modified or further damaged), we may issue a reduced refund proportionate to the actual condition, or decline the refund entirely.
3. Non-Refundable Components
3.1 The following are non-refundable in all circumstances:
- Trade processing fee: The 2% trade processing fee added at checkout covers payment processing costs incurred at the time of order and is not refundable.
- Original outbound shipping costs: Where the return is on goodwill or change-of-strategy grounds (not our error), the original outbound shipping is non-refundable.
- Return shipping costs paid by you: Where you arranged the return shipping under clause 6 of the Trade Returns Policy.
3.2 Where the return is due to our error (manufacturing defect, wrong item, or shortage), the original outbound shipping is fully refundable and we cover the return shipping.
4. Refund Method
4.1 Refunds are processed exclusively through Stripe and are returned to the original payment method used at checkout. We do not issue refunds by bank transfer, cheque, or alternative payment channels.
4.2 If the original card or payment method has expired or been cancelled, you must notify us in writing so we can arrange an alternative through Stripe. Stripe’s own rules may apply to refunds onto closed cards.
4.3 Refunds are issued in Pounds Sterling (GBP), the same currency as the original transaction.
5. Refund Timing
5.1 We initiate refunds through Stripe within 3 working days of completing return inspection (inspection itself typically takes 3 to 5 working days from receipt of returned goods).
5.2 Once initiated, the refund typically takes 5 to 10 working days to appear in your account. The exact timing depends on your card issuer or bank, not on us or on Stripe.
5.3 Stripe will send an automated email confirming the refund has been processed. Use this confirmation as your record. If the refund has not appeared after 10 working days, contact your card issuer first, and if still unresolved, contact us.
6. Credit Notes (Alternative to Refund)
6.1 In some circumstances, we may offer a credit note as an alternative to a cash refund. Credit notes are:
- (a) Issued for the trade price value of the returned goods;
- (b) Valid for 12 months from issue;
- (c) Applied at checkout against your next order;
- (d) Non-transferable to other trade accounts;
- (e) Not redeemable for cash after issue.
6.2 You may accept or decline a credit note. If you decline, we will process a Stripe refund instead, subject to the conditions in clauses 1 to 5.
7. Order Cancellation Before Dispatch
7.1 You may request to cancel an order at any time before we dispatch it. Once you have requested cancellation, we will confirm whether dispatch has started:
- Not yet started: We will cancel the order and issue a full refund (less the non-refundable trade processing fee under clause 3.1) through Stripe within 3 working days.
- Production already started for bespoke or made-to-order items: We are unable to cancel. The order proceeds and standard return rules apply (bespoke items are non-returnable except for manufacturing defect).
- Already dispatched: Cancellation is not possible. The order must be received, inspected, and returned through the RMA process if grounds for return exist.
8. Disputed Refunds and Chargebacks
8.1 If you disagree with a refund decision, please first contact us at hello@gwynethjewellery.co.uk. We will review the case and respond within 5 working days.
8.2 Initiating a Stripe chargeback before engaging with us is a material breach of our Trade Terms and Conditions. Chargebacks raised in bad faith (where grounds for return do not exist, or where the goods have been resold or modified) may result in:
- (a) Suspension or termination of your trade account;
- (b) Pursuit of the disputed amount through standard debt recovery channels;
- (c) Reporting to relevant credit reference agencies where appropriate.
8.3 We respond to all Stripe chargebacks with full evidence of the order, dispatch, delivery, communications, and RMA history. Stripe makes the final determination on chargeback outcomes.
9. VAT and Invoice Adjustments
9.1 Where a refund is issued, we will provide a credit invoice reflecting the refund amount and any VAT adjustment, in accordance with HMRC requirements.
9.2 You should retain credit invoices alongside the original invoice for your own VAT and accounting records.
10. Contact
For refund queries, disputed decisions, or order cancellation requests, contact:
- Email: hello@gwynethjewellery.co.uk
- Telephone: +44 7947 847977
- Post: Gwyneth Jewellery Limited, 37 Willow Way, Ampthill, Bedford, MK45 2SL, United Kingdom
11. Governing Law
This Trade Refund Policy is governed by the laws of England and Wales. Any dispute is subject to the exclusive jurisdiction of the courts of England and Wales.
This policy was last updated on 19 May 2026.