Refund policy

Last updated: 5 October 2026

At Sen Jewels, we want you to be happy with your purchase. If you have any issues with your order, please contact us and we will be happy to help.

Sen Jewels is a trading name of SHAAS CREATIVES LTD, a private company limited by shares, registered in England and Wales under company number 17260265.

The short version

You have 14 days from the day after delivery of the last item in your order to cancel your order for any reason, subject to the exceptions explained below.

After telling us that you are cancelling, you have a further 14 days to send the goods back.

For a change-of-mind return, you are responsible for the direct cost of returning the goods to us.

We do not charge a restocking fee.

We refund eligible payments within 14 days of receiving the returned goods or, where applicable, receiving evidence that you have sent them back.

If an item is faulty, damaged or not as described, we cover reasonable return postage where the issue is our responsibility, and you may be entitled to a repair, replacement, refund or price reduction in accordance with the Consumer Rights Act 2015.

Nothing in this policy affects your statutory rights.

1. Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you generally have the right to cancel an online order within 14 days without giving any reason.

For an order containing one or more items, the cancellation period ends 14 days after the day on which you, or a person you nominate other than the carrier, receive the last item in the order.

To cancel, you must tell us of your decision by making a clear statement before the cancellation period ends.

You can email hello@senjewels.com or write to us using the contact details in section 10.

You may use the model cancellation form at the end of this policy, but you do not have to.

Choosing a standard ring size or plating option does not, by itself, make an item personalised. These items can therefore be returned in accordance with this policy.

Sale and discounted items have the same statutory cancellation rights as full-price items unless a lawful statutory exception applies.

2. Cancelling an order before it is fulfilled

If your order has not yet been fulfilled, you may contact us to request cancellation.

Our cancellation window for unfulfilled orders remains open until the item is fulfilled.

If the order has already been fulfilled or dispatched, the cancellation will be handled under the return and statutory cancellation process described in this policy.

If you cancel before fulfilment, we will refund eligible payments without undue delay and using the same payment method used for the original order, unless otherwise agreed with you.

3. Sending the goods back

If you cancel your order under your statutory cancellation right, you must send the goods back without undue delay and no later than 14 days after the day you tell us that you are cancelling.

You meet this deadline if you send the goods before the 14-day period expires.

Please:

Email hello@senjewels.com with your order number and tell us you are cancelling.
Return the goods to the return address we provide by email.
Include your order number and name inside the parcel.
Return the item with any original packaging and certificate supplied with the order.
Use a tracked postal service and keep your proof of postage.

The goods remain your responsibility until they reach us.

For change-of-mind returns, you are responsible for the direct cost of returning the goods, including any applicable international postage, customs charges or other return costs.

We do not charge a restocking fee.

The exception is where an item is faulty, damaged or incorrect and the issue is our responsibility, as explained in section 7.

4. Condition of returned goods

You may inspect and try on an item in the same way that you would reasonably be able to do in a shop.

We may reduce your refund to reflect any loss in value caused by handling that goes beyond what is necessary to establish the nature, characteristics and functioning of the goods.

This may include excessive wear, scratches, damage, resizing, alteration or missing components supplied with the item.

Any deduction will be assessed based on the actual reduction in value caused by the handling.

This does not affect your statutory rights where the goods are faulty or otherwise do not conform to the contract.

5. Refunds

For a valid cancellation, we will refund the payments we are required to refund under the Consumer Contracts Regulations, including the cost of our least expensive standard delivery option.

If you chose a more expensive delivery option than the least expensive standard delivery option we offer, we will refund only the cost of our least expensive standard delivery.

For cancelled orders, we will make the refund without undue delay and no later than 14 days after:

the day we receive the returned goods; or
if earlier, the day you provide evidence that you have sent the goods back.

Refunds will normally be made using the same payment method used for the original order, unless otherwise agreed with you.

We will not charge a fee for processing the refund.

If you cancel only part of an order, we will refund the returned item or items and any applicable delivery amount in accordance with your statutory rights.

6. Exceptions to the right to cancel

The statutory right to cancel does not apply in certain circumstances, including:

Pierced earrings supplied in sealed packaging where the seal has been broken after delivery for hygiene reasons.
Items made to your specification or clearly personalised, such as custom engraving.

Where an item falls within a statutory exception, we will make this clear before you place your order where required.

Final sale items

Products identified as Final Sale may not be eligible for return, exchange or cancellation where applicable law permits this restriction.

However, a Final Sale designation does not remove or limit any statutory rights that cannot lawfully be excluded, including rights relating to faulty, damaged, incorrect or otherwise non-conforming goods.

If a product is excluded from the statutory cancellation right under applicable law, this will be made clear before purchase where required.

7. Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

If something is wrong with your order, please email hello@senjewels.com with your order number and, where possible, photographs of the item.

Within 30 days of delivery

If the goods do not conform to the contract, you may have the short-term right to reject them and receive a refund.

You may instead request a repair or replacement where appropriate.

After 30 days and within 6 months

You may generally be entitled to a repair or replacement.

If repair or replacement is impossible, disproportionate, unsuccessful or cannot be provided without significant inconvenience, you may have the right to a price reduction or final rejection and refund, subject to the Consumer Rights Act 2015.

Where the law provides for it, a lack of conformity identified within the first six months is generally presumed to have been present at the time of delivery unless the nature of the goods or the circumstances show otherwise.

After 6 months

You may still have statutory rights where the goods do not conform to the contract, subject to the applicable legal requirements and time limits.

We will cover reasonable return postage for faulty, damaged or incorrect items where the issue is our responsibility.

Please contact us before returning the item so that we can provide the appropriate return instructions.

Where you are legally entitled to a refund for faulty goods, we will provide it without undue delay and within the period required by applicable law.

Normal wear and tear or accidental damage may not constitute a manufacturing fault. The expected lifespan of plating can vary depending on use and exposure. Contact with water, perfume, cosmetics and chemicals can accelerate wear, so we recommend following our jewellery care guidance.

8. Exchanges

If you would like a different ring size or finish, please email hello@senjewels.com.

We may offer an exchange subject to availability.

The original item must be returned in accordance with section 3, and the replacement will normally be dispatched once we have received and checked the returned item.

You can also cancel your order where you have a statutory cancellation right and place a new order.

An exchange does not remove or reduce any statutory rights you may have.

9. Late returns

If you contact us outside the statutory cancellation period, or if goods are returned outside the applicable return period, your statutory cancellation right may no longer apply.

However, this does not affect any other statutory rights you may have, including rights relating to faulty, damaged, incorrect or otherwise non-conforming goods.

Where a statutory return right does not apply, we may, at our discretion, consider whether a return or other solution can be offered.

Any goodwill return or exchange offered by us will not affect your statutory rights.

10. Your statutory rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or other applicable consumer protection legislation.

Where a provision of this policy conflicts with a mandatory legal right, the applicable law will prevail.

11. Contact us

Sen Jewels
A trading name of SHAAS CREATIVES LTD

Email: hello@senjewels.com

Returns address:
The full return address will be provided by email when a return is approved.

Model Cancellation Form

To: Sen Jewels

I/We [] hereby give notice that I/We [] cancel my/our [] contract of sale of the following goods []:

Ordered on [] / received on []:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date: