Thank you for choosing PAVILION & CO. JEWELLERS LTD. We hope you are delighted with your purchase of jewelry, watches, and related products. If you are not satisfied with your order, you may request an order cancellation, return, exchange, or refund in accordance with this Refund and Return Policy.
This policy does not limit or exclude any statutory rights you may have under UK consumer protection laws that cannot be excluded.
Return Period For items eligible for return, you may generally contact us to request a return within 30 days of receiving the item. If you cancel a distance sales contract based on the statutory right of cancellation applicable to UK consumers, the relevant cancellation period and statutory rights will be governed by applicable law. The 30-day return arrangement in this policy is not intended to limit your statutory rights.
Return Conditions To ensure the item remains suitable for resale, returned items should be kept in the same condition as when they were received, as far as possible. Generally, returned items must meet the following conditions: The item has not been used or worn; The item remains in its original condition; The item shows no obvious damage, scratches, or other signs of handling; The item and its accessories are complete; The item packaging, boxes, tags, and other accompanying items are intact; Valid order information or proof of purchase can be provided. For items intended for personal wear, such as jewelry and watches, we may need to inspect the item for signs of use, wear, damage, or other factors affecting resale. If the value of the item has diminished due to use beyond what is necessary for reasonable inspection, we may adjust the refund amount accordingly, in compliance with applicable law.
Custom-Made or Personalized Items Return and cancellation rules for items that are personalized, customized, or specially made to customer specifications may differ from those for standard items. If an item falls into a category of customized or personalized goods that are exempt from the statutory right to cancel without cause, we will endeavor to inform you of this on the product page or during the checkout process. Your statutory rights remain unaffected if the item has quality issues, does not match the description, or falls under other circumstances stipulated by consumer law.
How to Request a Return If you wish to return an item, please contact us using the methods below. When making a request, we recommend providing the following information: Name; Order number; Name of the purchased item; Reason for return; Photographs of the item, if necessary. Upon receipt of your return request, we will provide you with details regarding the return process and the return address. Please do not ship the item back without first confirming with us, as this may affect the processing of your return.
Return Shipping If the return is due to quality issues, receipt of an incorrect item, or other issues caused by us, we will cover reasonable return shipping costs based on the specific circumstances. If the return is due to personal reasons—such as a change of mind or the item no longer being needed—the customer may be responsible for return shipping costs, to the extent permitted by applicable law. Where UK consumer laws stipulate specific rules regarding return shipping costs, those laws shall apply.
Return Address Please contact us to confirm the applicable return address and method for your order before shipping the item back. Return Contact: PAVILION & CO. JEWELLERS LTD Address: PAVILION & CO. JEWELLERS LTD, 67 Hatton Garden, London, EC1N 8JY As return arrangements may vary by order, please verify the latest return instructions before shipping the item.
Item Inspection Upon receipt of the returned item, we will inspect its condition and verify whether the return meets the relevant criteria. If the item meets the return requirements, we will proceed with the refund. If the returned item shows signs of use, damage, missing accessories, or other conditions affecting its value, we will determine—in accordance with applicable law and the specific circumstances—whether a full refund is possible or if a reasonable adjustment to the refund amount is required.
Refund Processing Time Once the returned item has passed inspection and is confirmed to meet refund criteria, we will process the refund as soon as possible. Typically, we complete the refund process within 3–5 working days of confirming the refund. The actual time it takes for funds to reach your account may depend on your bank, credit card issuer, or original payment service provider; therefore, the final receipt time may vary.
Refund Method Refunds are generally issued to the original payment method used for the purchase. We do not typically issue refunds via methods other than the original payment method, unless required by applicable law or otherwise reasonably agreed upon by both parties.
Delivery Fee Refunds If you cancel your order or return goods in accordance with the law, the applicable original delivery fees will be handled in compliance with UK consumer protection laws and the specific circumstances of the order. If you selected additional delivery services beyond the standard option, the portion of the cost exceeding the standard delivery fee may not be refunded, subject to the limits permitted by applicable law.
Quality Issues If the jewelry, watches, or other goods you receive have quality issues, are damaged, or differ significantly from the order description, please contact us as soon as possible. Please provide your order number along with photos or a description of the issue. We will provide an appropriate solution based on the specific circumstances and UK consumer protection laws—such as repair, replacement, a refund, or other legally applicable remedies.
Receipt of Incorrect Items If the items you receive do not match what you ordered, please contact us as soon as possible. Upon verification, we will arrange for the correct items to be sent, a return, or a refund, depending on the situation, and handle associated shipping costs in accordance with applicable policies.
Exchanges If you wish to exchange an item, please contact us first to confirm. The feasibility of an exchange depends on stock availability, the condition of the item, the reason for the exchange, and applicable laws. If the desired replacement item is out of stock, we may offer a refund or another appropriate solution based on the circumstances.
Items Ineligible for Return If an item shows signs of significant use or wear, or has been damaged due to customer actions—beyond what is reasonably necessary to inspect the nature, characteristics, and functioning of the item—we may make reasonable adjustments to the refund amount in accordance with applicable law. However, if the item has inherent quality issues or if we bear liability under the law, your statutory rights will not be limited by this clause.
We will handle your return and refund requests diligently and provide appropriate assistance within the scope of applicable laws.
