Last updated: 19 May 2026
Effective date: 19 May 2026
This Trade Returns Policy sets out the conditions under which Gwyneth Jewellery Limited accepts returns of goods supplied 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 (which provide 14-day cooling-off rights for consumers) do not apply to your purchase. Our B2B relationship is governed by the Sale of Goods Act 1979 and the terms set out below.
1. What This Policy Covers
1.1 This policy applies to all goods supplied by Gwyneth Jewellery Limited (Company No. 16481877) to trade customers through our wholesale channel.
1.2 This policy applies only to UK-based trade customers, as we do not ship internationally.
1.3 The terms of this policy apply alongside our Trade Terms and Conditions and Trade Refund Policy. In the event of inconsistency, the Trade Terms and Conditions prevail.
2. Inspection on Delivery
2.1 You must inspect goods immediately on delivery and check for:
- (a) Shortages (missing items or quantities below the order confirmation);
- (b) Visible damage to outer packaging or individual pieces;
- (c) Manufacturing defects (sharp edges, broken settings, missing components);
- (d) Wrong items dispatched.
2.2 You must notify us in writing within 7 working days of delivery of any shortage, damage, defect, or wrong item. Notifications received after this period will not be accepted unless the defect was latent and not reasonably discoverable on inspection.
2.3 After the 7 working day inspection window expires without notification, you are deemed to have accepted the goods.
3. Grounds for Return
3.1 We will accept returns in the following circumstances:
- (a) Manufacturing defect: The piece does not meet the standard of materials and workmanship reasonably expected of 925 sterling silver hand-crafted jewellery;
- (b) Damaged in transit: The piece arrived visibly damaged and damage was reported within 7 working days with photographic evidence;
- (c) Wrong item: The piece supplied does not match the order confirmation;
- (d) Shortage: The quantity delivered is less than the order confirmation.
3.2 We will not accept returns in the following circumstances:
- (a) Change of mind, including changes to your retail strategy or customer demand;
- (b) Incorrect ordering on your part (wrong SKU, wrong quantity, wrong address);
- (c) Goods that have been resold, modified, polished, plated, set, or otherwise altered after delivery;
- (d) Goods damaged after delivery (handling damage, misuse, or storage damage);
- (e) Goods that show normal wear, oxidation, or tarnishing inherent to silver jewellery;
- (f) Reports received outside the 7 working day inspection window without latent defect justification;
- (g) Bespoke, custom, or made-to-order items (see clause 5).
4. RMA (Return Merchandise Authorisation) Process
4.1 All returns must be authorised in advance through our RMA process. Do not return goods without an RMA number. Unauthorised returns may be refused and returned to you at your cost.
4.2 To request an RMA, email hello@gwynethjewellery.co.uk within the 7 working day inspection window with:
- (a) Your trade account number or company name;
- (b) Order confirmation number and delivery date;
- (c) Specific items affected (SKU, quantity);
- (d) Reason for return, mapped to one of the grounds in clause 3.1;
- (e) Photographic evidence (clear images of the defect, damage, or shortage);
- (f) Your preferred resolution (replacement, repair, or refund).
4.3 We will respond within 3 working days of receiving your RMA request, either:
- (a) Issuing an RMA number and return shipping instructions; or
- (b) Requesting additional information; or
- (c) Declining the return with reasons.
4.4 Once an RMA is issued, you must return the goods within 14 working days to the address provided. The RMA number must be clearly marked on the outer packaging.
4.5 Returned goods must be packaged securely to prevent further damage during transit. Goods damaged in return transit because of inadequate packaging may not qualify for refund.
5. Bespoke, Custom, and Made-to-Order Items
5.1 Bespoke, custom, and made-to-order items are produced specifically to your order specification and are not returnable except in the case of manufacturing defect (clause 3.1(a)).
5.2 Change of mind, business strategy changes, or customer-side ordering errors do not entitle you to return bespoke or made-to-order items.
5.3 We confirm specifications in writing before commencing production. By approving the specification, you accept that the resulting goods are tailored and non-returnable except for defects.
6. Return Shipping Costs
6.1 Return shipping costs depend on the reason for return:
- Manufacturing defect / damaged in transit / wrong item / shortage: We arrange and pay for return shipping using our nominated courier.
- Other authorised returns (where we agree on a goodwill basis): You arrange and pay for return shipping, fully tracked and insured to the value of the goods.
6.2 Original outbound shipping costs are non-refundable except where the return is due to our error (manufacturing defect, wrong item, or shortage).
7. Resolution Options
7.1 Where an RMA is approved, we offer the following resolutions at our discretion, in this priority order:
- (a) Replacement: A new piece of the same SKU, subject to availability;
- (b) Repair: Where the defect is minor and reasonably repairable;
- (c) Credit note: Applied against your next order, valid for 12 months;
- (d) Refund: Processed through Stripe to the original payment method, in accordance with our Trade Refund Policy.
7.2 Refunds are processed only after the returned goods have been received and inspected. Inspection typically takes 3 to 5 working days from receipt.
8. Inspection of Returned Goods
8.1 On receipt of returned goods, we will inspect them to confirm:
- (a) The condition matches the RMA description;
- (b) The defect or damage corresponds to the reason for return;
- (c) The goods have not been modified, resold, or further damaged after the RMA was issued.
8.2 If inspection reveals that the return does not match the RMA, or the goods have been modified or further damaged, we may:
- (a) Offer a reduced refund reflecting the actual condition;
- (b) Decline the return entirely and return the goods to you at your cost; or
- (c) Suspend further trade with you if the return appears fraudulent.
9. Trade Account Implications
9.1 Excessive return activity (more than 5% of order volume by value over a rolling 12-month period) may trigger an account review. We may require a remedial discussion or, in serious cases, suspend or terminate your trade account.
9.2 Returns submitted in bad faith (including but not limited to: fabricated defects, returns of goods modified or resold, or returns intended to manipulate inventory or pricing) constitute a material breach of our Trade Terms and Conditions.
10. Refunds
10.1 Refund processing, timing, and non-refundable components (such as trade processing fees) are governed by our Trade Refund Policy.
10.2 In summary, accepted refunds are processed through Stripe within 5 to 10 working days of return inspection, to the original payment method. Trade processing fees and original outbound shipping costs are non-refundable.
11. Contact
To request an RMA, report a delivery issue, or discuss a return, contact:
- Email: hello@gwynethjewellery.co.uk
- Telephone: +44 7947 847977
- Post: Gwyneth Jewellery Limited, 37 Willow Way, Ampthill, Bedford, MK45 2SL, United Kingdom
Email is the preferred channel for RMA requests, as photographic evidence and order references are easier to document.
12. Governing Law
This Trade Returns Policy is governed by the laws of England and Wales. Any dispute arising is subject to the exclusive jurisdiction of the courts of England and Wales.
This policy was last updated on 19 May 2026.