Refund policy

 

We strive to offer a clear and fair refund process while ensuring all parties are protected. Please review the sections below to understand our refund and return policies.

 

General Refunds for Physical Products

We offer refunds or exchanges for physical products purchased online, provided they are returned in their original condition within 14 days of purchase. Here’s how it works:

  • Return Window: You must notify us of your intent to return within 7 working days of receiving your order.

  • Return Shipping Costs: You are responsible for all return postage fees, and we recommend using a secure and insured delivery service. We cannot take responsibility for lost or damaged goods in transit.

  • Non-refundable Costs: Delivery charges are non-refundable and will be deducted from your refund total. If you received free delivery (through a coupon or order threshold), we will deduct a nominal fee equal to the standard delivery charge.

All items must include any protective casings (such as pouches, bags, or boxes) for a full refund. Refunds will be processed within 48 hours of receiving the return, though this may take longer during sales or promotions.


Jewellery and Custom Pieces

Please note that refunds cannot be requested once production on your custom jewellery piece has begun.

  • Completed Jewellery: Refunds for completed jewellery are only available if there is a defect in the production process. If this occurs, we will first attempt to repair or replace the piece before issuing a refund. Customer design choices or specifications selected at submission are not valid reasons for a refund.

  • Partial Refunds for Cancellations: If you cancel part-way through production, a partial refund may be offered depending on the production stage.

 

Heirloom Impression Kits

If your Heirloom Impression Kit is unused, you may return it for a refund. However, if the kit has been used but you were unable to successfully obtain an impression, we can still offer a refund, but a £30 fee will be deducted to cover product and processing costs.

  • Expired Casting Vouchers: Please note that if the casting voucher included with the kit has expired, no refund can be provided.

 

Casting Vouchers

Casting vouchers (purchased separately or through the Bespoke Jewellery Making Kit) are non-refundable. They cover costs such as casting, gold plating, and other services. 

  • Voucher Expiry: Vouchers are valid for six months from the purchase date. If a voucher expires, a reactivation fee may apply for the jewellery submission. A casting voucher is permanently expired and invalid after 24 months from purchase.
  • We reserve the right to revise our reactivation policy for any reason - for example, if the market precious metal prices change in a significant way.

By purchasing a casting voucher, you lock in the price for casting and other add-ons for the length of time the voucher is valid.

 

Current Reactivation Pricing Structure

The time range is the time passed since the casting voucher has expired

 Tier Time Range Price
Grace Period 0-7 days No reactivation fee
Tier 1 8 days to < 6 months £20.00
Tier 2 6 to < 12 months £40.00
Tier 3 12 to < 18 months £60.00
Permanent Expiry 18+ months No reactivation possible

 

 

Event Cancellations

Refunds for public and private events hosted by Cahve or authorised third parties follow this timeline:

 Time Before Event Refund Policy
Less than 48 hours No refund is possible
Less than 7 days 50% refund or 75% store credit
Less than 14 days 25% refund or 50% store credit
14 days or more Full refund

 

Please note, due to upfront costs, this cancellation policy is strict and cannot be adjusted.

 

International Orders: Customs & Duty

For international orders, you are responsible for any import duties, clearance fees, and any additional charges related to customs. These fees are non-refundable.

  • Customer Responsibility: Ensure all customs documentation is completed accurately to avoid delays. We recommend contacting your local customs office to understand the full landed cost before finalizing your order.


If you have any questions, don’t hesitate to contact us.