Refund policy
Effective Date: 9.03.26
This Returns & Refund Policy applies to all purchases made from Matita Jewellery and complies with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
1. Your Right to Cancel (Online Orders)
If you purchase from us online, you have the right to cancel your order within 7 days of receiving your item, for any reason.
To cancel your order, you must notify us within this period by sending us a message on the ‘get in touch page’.
You then have a further 7 days to return the item to us.
2. Returns Conditions
To be eligible for a return:
- Items must be unused and in original condition
- Items should be returned in original packaging where possible
- Proof of purchase is required
We reserve the right to refuse returns that do not meet these conditions.
3. Non-Returnable Items
The following items cannot be returned unless faulty:
- Custom or personalised jewellery
4. Faulty or Incorrect Items
Under UK law, you are entitled to a refund, repair, or replacement if your item is:
- Faulty
- Not as described
- Not fit for purpose
If this applies, please contact us within 30 days of receiving your item via the ‘get in touch’ page
5. Refunds
Once we receive your return, we will inspect the item and notify you of the outcome.
If approved:
- Refunds will be issued to your original payment method
- Refunds will be processed within 14 days
Original shipping costs are only refunded if the item is faulty.
6. Return Shipping
- Customers are responsible for return shipping costs unless the item is faulty
- We recommend using a tracked service, as we are not responsible for lost returns
7. Exchanges
We offer exchanges depending on stock availability. Please contact us to arrange an exchange.
8. Contact Us
If you have any questions about returns or refunds, please contact us via the ‘get in touch’ page on our website.