Refund policy

Cancellation & Refund Policy

Last updated: 9 August 2026

1. Order cancellations

You may request cancellation before the order is dispatched by contacting us with your order number. A cancellation is confirmed only when our support team accepts the request.

  • Once an order is dispatched, it cannot be cancelled in transit.
  • If we cannot fulfil an order, we may cancel it and refund any amount paid.
  • Refusing an eligible prepaid shipment does not guarantee an immediate refund; the parcel must first return to us and be inspected.

2. Returns and replacements

Eligible products may be returned within 7 calendar days of delivery. Submit the request from My Orders or contact us using the email or phone number listed on our Contact Us page.

  • The product must be unused, unworn, unwashed, and returned with its original tags, certificate (if supplied), invoice, and packaging.
  • Include clear photographs when submitting a return request so our team can review the product condition.
  • A replacement depends on stock availability. If a replacement is unavailable, an eligible refund will be offered.

3. When a return may be declined

We may decline a return when the request is outside the stated window or the item fails our inspection.

  • Products showing wear, scratches caused after delivery, alteration, misuse, or missing components may not qualify.
  • Items returned without the original packaging, tags, certificate, or invoice may be declined.
  • A product cannot be returned solely because natural variations in silver, stones, colour, or handcrafted finish differ slightly from photographs.

4. Damaged, defective, or incorrect items

If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery with your order number and clear photographs or an unboxing video. After verification, we will arrange an appropriate replacement, return, or refund at no additional product cost to you.

5. Refund processing

After the returned product is received and passes inspection, an approved refund is initiated to the original payment method within 7–10 business days. Your bank or card issuer may take additional time to post the credit.

  • For orders paid online, refunds are sent to the original payment source.
  • For cash-on-delivery orders, our support team will securely request the details needed to issue an approved refund.
  • Shipping or cash-on-delivery fees are refundable only when required by law or when the return results from our error or a verified defective item.

6. How to request help

Open My Orders for the relevant order and use Request Return, or email info@the925club.com. Include your order number, reason, contact details, and supporting photographs. We typically reply within 24–48 business hours.