Returns & Refunds Policy – Tiao Jewellery Limited

At Tiao Jewellery Ltd, we follow the National Association of Jewellers (NAJ) Codes of Practice and all applicable UK consumer laws. We aim to make every purchase a confident one, with a clear and fair returns process.

1. Faulty or Incorrect Items

If your item arrives faulty, damaged, or not as described, you are entitled to:

• A full refund if you notify us within 30 days of receiving the item.

• A repair or replacement if a fault is reported after 30 days but within 6 months.

• A refund if repair or replacement is not possible or fails.

For faulty or incorrect items, Tiao Jewellery Ltd will cover the return postage costs.

2. Change-of-Mind Returns (Cooling-Off Period)

If you purchased your item online, you have the right to cancel your order for any reason within 14 days of receiving your goods.

You must notify us within 14 days if you wish to cancel.

You then have another 14 days to return the item.

Once received in its original condition, we will refund you within 14 days.

For change-of-mind returns, the customer is responsible for return postage costs.

3. Return Conditions

To be eligible for a refund:

Items must be unused, unworn, and returned in their original packaging.

All accessories, tags, pouches, and certificates must be included.

We cannot accept returns that show signs of wear, damage, or alteration (unless faulty).

4. Return Postage Requirements

All returns must be sent using a tracked postal service.

You must keep the tracking number until your refund is processed.

We cannot accept responsibility for items lost using untracked services.

5. Refund Method

Refunds will be issued to the original payment method, unless agreed otherwise.

Refunds are processed within 14 days of receiving the returned item.

6. How to Start a Return

To begin a return, please email us at:

info@tiaojewellery.com

Include the following:

• Your name

• Order number

• Reason for return

• Photos (if reporting a fault)

We will then send you the return address and next steps.

7. Our Commitment

Tiao Jewellery Ltd is committed to:

• Transparent communication

• Fair and legal returns handling

• High standards of product quality and customer service

• Full compliance with UK consumer law and NAJ Codes of Practice

If you have any concerns or require assistance, please contact us and we will be happy to help.