Exchanges and Returns


  • Without limiting your statutory rights, you may cancel a Contract at any time before your Order is delivered and up to 100 days afterwards, beginning on the day the Product(s) are delivered to you or someone appointed by you (other than the carrier) receives the Product(s). By cancelling the Contract, you may return any Product(s) purchased from us within 100 days and request a refund or an exchange.
  • To cancel a Contract, you must clearly inform us, preferably by email (to [email protected] ) giving us your name, address and Order reference number.
  • You do not have any right to (a) cancel your Contract for the supply of, and/or (b) refund and/or (c) exchange any Product/s that have been engraved or otherwise made to your bespoke specifications (unless such Product/s were damaged, defective or faulty when delivered to you or have been incorrectly delivered).
  • You must notify us of your intent to return the Product(s) within 14 of receipt of the item. Also, you must return the Product(s) to us at your own cost within 14 days after the day of notifying us of the cancellation, in the same condition in which you receive them (without limiting your rights to take any reasonable steps to examine the Product(s) and make sure they conform to your Order). You have a legal obligation to take reasonable care of the Products while they are in your possession. If you fail to comply with this obligation, we may have a right to deduct the cost of any deterioration, up to the price of the Product(s), from the refund to which you are otherwise entitled.
  • To return (or exchange) the Product(s), you should package the parcel securely using the original packaging (making sure you include a note of your name and address (enclosing the exchange/returns form and the delivery note) inside the parcel) and then return it to us, by courier or by recorded delivery mail or another form of certified mail to the following address: “Returns Department, RockUncut Ltd, Top floor offices, 38 Doveridge Gardens, London, N13 5BL, United Kingdom”.
  • If you cancel a Contract between us within the day period (see above), we will process the refund due to you as soon as possible and, in any case, within 14 days after the day on which we receive the Product(s) back or if earlier, the day on which we receive evidence that you have returned the Product(s) to our returns address. We will refund the price of the Product(s) in full (except for any deduction we are entitled to make due to your use of, or damage to, the Product(s), or any unnecessary handling by you), including the cost of standard delivery. All other cancellations and refunds are at our sole discretion.
  • We will refund any money received from you using the same method originally used by you to pay for your purchase unless agreed otherwise.
  • Details of your consumer rights to cancel described above, and an explanation of how to exercise them, are provided in the delivery note which accompanies the Product(s).
  • For exchanges, if the value of the new Product(s) exceeds the original value of the Product(s), you will be required to pay the difference. Should the value of the new Product(s) be lower than the original value, the difference will be credited to the credit or debit card originally used for the Order.

RockUncut Product(s) and Warranty

  • Prior to sale purchaser must be aware that RocksUncut Product(s)are all crafted from natural untreated crystals from the Earth. Where appropriate rocks are selected for jewellery that have look similar, however, each Rock in unique in may vary slightly in shape, size and colour. Therefore Product(s) may differ slightly from visuals observed on the Site and if there are matching pairs. This is all due to the slight difference in Rock Crystals.
  • Product(s) are crafted with Gold plated Bronze, therefore over time and with increased wear, Product(s) may change colour to reflect the natural oxidative changes of these metals.
  • Without limiting your statutory rights, all Product is covered by a one-year warranty from the date of purchase (under normal conditions of wear and tear). During that year, RockUncut will repair any issue with a Product free of charge on receipt of valid proof of purchase.

Exchanges and Returns Without Proof of Purchase

Without limiting your statutory rights, on presentation of Product(s) without Proof of Purchase, we are happy to offer you a repair for a fee outlined on our Repair Fees table as this changes from time to time.

Exchanges and Returns a Year or More After Purchase Date

Without limiting your statutory rights, for Product(s) purchased more than a year ago, we are happy to offer you a repair for the fee outlined on our Repair Fees table as this changes from time to time.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.


  • If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
  • Nothing in these Terms of Sale will limit our liability for:
    • fraud; or
    • death or personal injury caused as a result of our negligence; or
    • or breach of your legal rights in relation to the Product(s) including the right to receive Product(s) which are: as described and match the information we provided to you and any sample or model seen or examined by you; of satisfactory quality; fit for any particular purpose made known to us; and supplied with reasonable skill and care.
  • We only supply the Products for domestic and private use. If you use the Products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.


  • All notices sent to you will be sent to the email address provided with your registration details (as updated by you). By accepting these Terms of Sale you give your consent to receive communications from us by email.
  • Personal information that you supply to us will only be disclosed by us to a third party in accordance with our Privacy Policy. You agree that we may use the personal information supplied by you in accordance with our Privacy Policy.

Need help?

Contact us at [email protected] for questions related to refunds and returns.

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