Refund policy

RETURNS & EXCHANGES

We hope that you will be delighted with your Anabela Chan creation. However, if you wish to return or exchange an eligible creation, please notify our Client Care team at info@anabelachan.com within 14 days of receiving your order. Returned creations must then be sent back promptly in accordance with the return instructions provided.

To be eligible for a return or exchange, creations must be returned in their original, unworn condition, accompanied by all original packaging, certificates, documentation and security tags. Returns or exchanges that do not meet these requirements may not be accepted.

Once your return has been received and inspected, any eligible refund will be processed to the original method of payment. Refunds will be processed without undue delay and, where applicable, no later than 14 days after we receive the returned creation or evidence that it has been returned, whichever occurs first.

Unless the creation is faulty, defective or incorrectly supplied, return shipping costs, duties, taxes and any associated fees may be deducted from any refund, exchange credit or credit note issued in connection with the return. Any such costs will be communicated prior to arranging the return. We reserve the right to reduce the amount of any refund where a returned creation shows signs of wear, use, damage or handling beyond what is reasonably necessary to inspect its nature, characteristics and functionality.

We do not offer refunds on creations purchased in person. This does not affect your statutory rights in relation to faulty, misdescribed or incorrectly supplied goods.

 

PRE-ORDER, MADE-TO-ORDER & BESPOKE CREATIONS

We do not offer returns, refunds or exchanges for bespoke, commissioned, personalised, engraved, custom-sized, made-to-order or pre-order creations except where faulty or incorrectly supplied.

For the purposes of this policy, a pre-order creation refers to a creation that is not held in stock and is produced specifically in response to a client's order, including creations from previous collections, alternative metal or gemstone variations, or creations made upon request. As these creations are individually produced in response to a client's order and would not otherwise be manufactured for stock, they are considered made-to-order creations.

Except in relation to faulty, defective or incorrectly supplied goods, and subject to applicable consumer protection laws, such creations are not eligible for return, exchange or refund.

 

RIGHT OF WITHDRAWAL FOR UK AND EU CONSUMERS

If you are a consumer residing in the United Kingdom or the European Union, you may have a legal right to cancel your purchase within 14 days of receiving your order without giving any reason, subject to certain exceptions under applicable consumer protection laws.

To exercise your cancellation or withdrawal right, please notify our Client Care team at info@anabelachan.com or submit our Withdrawal Form within the applicable cancellation period.

Unless the creation is faulty, defective or incorrectly supplied, you will be responsible for the direct cost of returning the creation.

Creations must be returned in their original, unworn condition, together with all original packaging, certificates, documentation and security tags.

Please note that the right of withdrawal does not apply to bespoke, personalised, engraved, custom-sized, made-to-order, commissioned or pre-order creations that have been produced to your specifications or clearly personalised for you, or that have been created specifically in response to your order. 

Once your return has been received and inspected, any eligible refund will be processed to the original method of payment. Refunds will be processed without undue delay and, in any event, within the time period required by applicable consumer protection laws.

 

DAMAGES AND ISSUES

Please inspect your order upon receipt and contact us immediately if your creation is faulty, defective or incorrectly supplied, so that we can evaluate the issue and make it right. To assist us in resolving the matter promptly, we may request photographs and supporting information relating to the issue.

Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws.

 

REPAIRS & REFURBISHMENTS

In the unfortunate event that your Anabela Chan creation becomes damaged, we will be pleased to assist with repair or refurbishment services through our atelier.

Upon receipt of your creation, our atelier will assess the creation to determine whether the repair is covered under our manufacturing defect warranty. Repairs requested within 14 days of purchase or delivery, or where a manufacturing defect has been identified, will be carried out free of charge.

Repairs that fall outside the scope of the manufacturing defect warranty may be subject to an additional fee. Where applicable, a quotation will be provided for your approval before any work is undertaken.

Please note that it is the client's responsibility to arrange shipment of the creation to our atelier, including any applicable shipping costs, duties and taxes. We recommend that all creations are shipped using a secure and fully insured service. Anabela Chan cannot accept responsibility for creations lost, stolen or damaged in transit while being shipped to our atelier by the client.

In the unlikely event that a creation purchased through our Online Boutique is believed to be faulty, please contact us as soon as reasonably possible and our Client Care team will be delighted to assist. Nothing in this policy affects your statutory rights.

For repair enquiries, please contact our Client Care team on +44 (0)20 7823 2700, via live chat, by email at info@anabelachan.com, or through the Contact Us section of our website.