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Returns and cancellations
If you wish to cancel an order before it has been dispatched, please contact us immediately. Orders for item(s) customised to your specification cannot be cancelled if the customisation work has begun; e.g. ring size adjusted, locket engraved, etc.
James Ness & Son appreciates that there will be times, when you need to return unwanted or faulty items that you have purchased from us for refund or exchange. WE OFFER A 14 DAY MONEY BACK GUARANTEE. Please contact us in writing within 14 days of receipt to confirm that you will be returning the goods. Items must be returned within 14 days of delivery.**PLEASE NOTE EXCEPTIONS BELOW.
The item(s) must be unused, in pristine condition and be returned with the original presentation box. You may also return your purchase to our premises for a full refund or exchange. Please contact us if you plan to return your order. Provided the above conditions are met, a refund, excluding any postal charges, will be issued within 14 days of receipt of returns parcel.
Refunds cannot be given for item(s) customised to your specification; e.g. size adjusted, engraved and/or made to order. For health reasons, we hold a NO RETURN policy for earrings unless faulty. This does not affect your statutory rights.
You are responsible for the safe return of the item(s). We would recommend for your own protection that you return the item(s) using Royal Mail Special Delivery service. James Ness & Son cannot accept any responsibility for returned items that have been returned to us by post. Postage costs will only be refunded if the item(s) are deemed as being faulty.
PLEASE NOTE – the returns policy above applies to purchases made online only.
We inspect all items before securely packaging and dispatching your order, to ensure that damage is limited during transit. If you find that your order has been damaged, please notify us within 3 days of receipt. Please return the damaged packaging when returning.
We pride ourselves on our exceptional customer service. However, if you have reason to complain about our service or a product, please write to: Customer Services, James Ness & Son, 38 Queensferry Street, Edinburgh, EH2 4QY, Scotland, UK.
We will endeavour to reply and resolve any complaints within 14 days of receipt of your complaint.