Cancellation & Refund Policy

Section 1

Cancelling an Online Order

For an eligible online purchase, you may cancel at any time after the contract has been formed and up to the end of 14 days after the day on which you, or a person nominated by you other than the carrier, receives the product. You do not need to give us a reason for cancelling.

If you wish to withdraw an order before we have accepted it and a contract has been formed, please contact us as soon as possible.

Where multiple products are ordered in a single order but delivered on different days, the cancellation period normally ends 14 days after the day on which the last product is received.

To cancel, you must clearly tell us that you wish to cancel within the applicable cancellation period. You may do this through our online Returns Centre or by contacting our Customer Services team. You may instead cancel by making any other clear statement to us confirming your decision to cancel.

After notifying us that you are cancelling, you must return the eligible product in accordance with Section 2.

The right to cancel does not apply to certain products, as explained in Section 4.

Section 2

Returning an Eligible Product

After notifying us that you are cancelling an eligible online purchase, you must send or hand the product back to us without undue delay and no later than 14 days after the day on which you told us that you were cancelling. The deadline is met if you send the product before that 14-day period expires.

An eligible online product may be returned:

• by post, using the return address provided through our Returns Centre or by Customer Services; or
• to a Berry’s showroom with your proof of purchase or order details.

For a change-of-mind postal return, you must arrange and pay the direct cost of returning the product unless we expressly agree otherwise.

You must package the product securely and take reasonable steps to protect it during transit. Given the value of many of our products, we strongly recommend using an appropriately tracked and insured service and retaining proof of postage until your return has been completed.

Please provide sufficient information with the return to allow us to identify your order.

If the product is faulty, damaged or incorrect, please follow Section 5 instead of arranging a change-of-mind return.

Section 3

Condition of Change-of-Mind Returns

You may inspect a product as you reasonably would in a shop to establish its nature, characteristics and functioning.

You should not wear, use, alter or otherwise handle the product beyond what is reasonably necessary for that purpose. If your handling reduces the value of the product beyond what would result from reasonable inspection, we may deduct an amount from your refund reflecting that reduction in value to the extent permitted by law.

To help protect the product and allow us to process your return, you should return, where supplied:

• the product itself;
• its original presentation box or packaging;
• accessories, certificates, papers and documentation supplied with it;
• proof of purchase or sufficient order information; and
• any Berry’s swing tag supplied with the product.

Removal of packaging, a swing tag or other material will not by itself remove a statutory cancellation right, but any resulting reduction in the value of the product may be taken into account where permitted by law.

This section does not apply so as to restrict your rights where the product is faulty, damaged, incorrect or otherwise does not conform to the contract.

Section 4

Products Excluded from Change-of-Mind Returns

The statutory change-of-mind cancellation right does not apply to products that are made to your specifications or clearly personalised. Where this exception applies, Berry’s is not required to accept a change-of-mind cancellation or return.

This may include:

• bespoke pieces;
• engraved products; and
• special-order products where the product has been made, modified, configured or otherwise prepared specifically to your individual specifications or requirements.

A product is not automatically excluded merely because Berry’s has specially sourced it for your order.

A standard ring resizing carried out by Berry’s in-house will not, by itself, make the product non-returnable. However, where an alteration or other work results in the product being made to your specifications or clearly personalised, the exclusion may apply.

Where an applicable customisation means that a product will not qualify for change-of-mind cancellation, we will make this clear before you place the relevant order or otherwise become bound by the contract.

These exclusions apply only to change-of-mind cancellations and returns. They do not affect your rights where a product is faulty, damaged, incorrect, not as described or otherwise does not conform to the contract.

Section 5

Faulty, Damaged or Incorrect Products

If a product is faulty, arrives damaged, is not what you ordered, is not as described or otherwise does not conform to the contract, please contact our Customer Services team as soon as reasonably possible before returning it.

We may ask you to provide photographs of the product, its packaging or any damage, or other information reasonably required to assess the issue and determine the appropriate return arrangements.

Depending on the circumstances and your legal rights, the appropriate remedy may include repair, replacement, exchange or refund.

Where you are entitled to return a faulty, damaged or incorrect product, Berry’s will either arrange the return or reimburse your reasonable return postage costs once satisfactory evidence of the cost, such as a postal receipt, has been provided.

Nothing in the change-of-mind provisions or exclusions in this Policy limits the rights or remedies available to you where goods do not conform to the contract.

Section 6

Refunds and Exchanges

Refunds Following Cancellation

Where you validly cancel an eligible online purchase, we will make any refund due without undue delay.

Where the product has been delivered to you and is being returned by you, we will make the refund no later than 14 days after the earliest of:

• the day on which we receive the product back; or
• the day on which you provide satisfactory evidence that you have sent the product back.

We may withhold the refund until one of those events occurs.

Where no goods need to be returned, we will make the refund without undue delay and within the period required by law.

Amount Refunded

Where required by law, your refund will include the price paid for the product and the cost of our least expensive standard delivery option available for your order.

If you chose an enhanced, expedited, premium or other more expensive delivery service, we are not required to refund the additional amount paid above the cost of our least expensive standard delivery option.

Any lawful deduction for diminished value caused by handling beyond what is reasonably necessary may be deducted from the refund.

Method of Refund

Refunds will normally be made using the same payment method used for the original transaction, unless you expressly agree otherwise or a different process applies because the purchase was made using finance. We will not impose a fee on you for receiving a refund where prohibited by law.

Exchanges

Berry’s may exchange an eligible returned product at your request, subject to the product satisfying the applicable return conditions and the requested replacement being available.

Where the replacement product costs more, you must pay the difference before the exchange is completed. Where it costs less, any amount due back to you will be refunded using the appropriate payment method.

Section 7

Purchases Made Using Finance

If a purchase made using finance is validly cancelled or refunded, Berry’s will process the refund against the original purchase so that the corresponding finance arrangement can be cancelled or adjusted through the applicable finance process.

Where the finance arrangement is cancelled following the refund, any applicable deposit refund will be processed by the finance provider in accordance with its procedures.

You should not cancel any Direct Debit or other payment instruction relating to your finance agreement unless instructed to do so by the finance provider.

Questions relating specifically to your finance agreement, repayments or the return of a finance deposit should be directed to the relevant finance provider.

Section 8

Gift Vouchers, Promotional Gifts and E-Gift Cards

Purchased Gift Vouchers

Berry’s physical gift vouchers purchased through our website are subject to the same applicable 14-day cancellation arrangements under this Policy.

Where a voucher has already been redeemed in whole or in part before a cancellation is processed, any refund or adjustment will be dealt with in accordance with the circumstances and applicable law.

Promotional Gifts and E-Gift Cards

Where a complimentary physical gift or promotional E-Gift Card was supplied because of a qualifying purchase, your entitlement to retain that promotional benefit depends on the qualifying purchase remaining eligible for the promotion.

If you cancel or return the qualifying purchase:

• any physical promotional gift must also be returned unused, complete and in the condition in which it was supplied; and
• any promotional E-Gift Card must remain unused and may be cancelled by Berry’s.

Where a promotional gift or E-Gift Card has already been used, is not returned when required or cannot be returned in the required condition, we may deduct its stated promotional value from any refund or exchange value to the extent permitted by law.

Any specific conditions stated for the relevant promotion will also apply.

Section 9

In-Store Purchases

There is no general statutory right to return a non-faulty product purchased directly from one of our showrooms simply because you have changed your mind.

Where Berry’s offers an exchange, credit note or other voluntary arrangement for a non-faulty in-store purchase, it will be subject to the applicable in-store return policy and any conditions communicated to you.

This does not affect your rights where a product purchased in-store is faulty, not as described or otherwise does not conform to the contract.

Section 10

International Online Orders

Unless we tell you otherwise, Berry’s applies the cancellation and return arrangements in this Policy to eligible international online purchases.

For a change-of-mind international return, you must arrange and pay for the return to Berry’s and comply with any applicable postal, carrier, export and customs requirements. We strongly recommend using an appropriately tracked and insured service.

Any customs duties, import taxes, clearance charges or similar amounts paid by you directly to a customs authority, courier or other third party in connection with the original delivery are not payments made to Berry’s and are not refundable by us. You will be responsible for seeking any repayment that may be available directly from the relevant authority or provider.

Nothing in this Policy excludes any mandatory consumer protection right that applies to you and cannot lawfully be excluded.

Section 11

Starting a Return and Contacting Us

For an eligible online return, we recommend starting the process through our online Returns Centre so that your return can be identified and processed efficiently.

You may also contact our Customer Services team:

Email: customerservice@berrysjewellers.co.uk
Telephone: 0113 201 0512

Eligible returns may be sent by post using the return address provided through the Returns Centre or by Customer Services, or taken to a Berry’s showroom where permitted under this Policy.

If your product is faulty, damaged or incorrect, please contact Customer Services before sending it back.

Section 12

General

This Policy should be read together with our Terms and Conditions and any specific terms expressly stated to apply to your product, promotion or purchase.

Where Berry’s provides a voluntary return, exchange or promotional benefit beyond your statutory rights, that benefit may be subject to reasonable additional conditions stated in this Policy or in the applicable promotional or product terms.

Nothing in this Policy excludes, restricts or affects any consumer right or remedy that cannot legally be excluded or restricted.

We may update this Policy from time to time to reflect changes to our business, procedures or applicable legal requirements. Changes will apply prospectively and will not reduce any contractual or statutory right that already applies to an order placed before the change.

Last updated on 26 August 2026.