Betterzo / The details
Returns & caring for your piece.
Clear information for a more considered purchase.
Your return request window
Request a review within 30 days of recorded delivery. Personalised and individually commissioned pieces are excluded from change-of-mind requests.
Requesting a return
Please open your order in your account within the request window shown above with your order number, the pieces concerned and the reason for your request. Wait for our return instructions before sending anything. A request is reviewed by our team and is not an automatic refund approval.
The condition of your piece
For a change-of-mind return, the piece should be unworn, unaltered and in its original condition, with its packaging, certificates and accompanying items. Please package jewellery securely. We will provide the appropriate return destination and instructions.
Personalised and custom work
Engraved, personalised and individually commissioned pieces are generally excluded from change-of-mind returns. This does not prevent you from contacting us about a fault, damage or an incorrect item. Please explain the issue so our team can assess the appropriate next step.
Return delivery costs
For a change-of-mind return, return delivery is the customer’s responsibility unless we agree otherwise in writing. If an item arrives damaged, faulty or incorrect, contact us before arranging postage so we can review the problem and confirm the return arrangements.
Refunds
After receiving and inspecting an approved return, we will confirm the refund outcome. Approved refunds go back through the original payment method. Payment-provider and bank processing times vary. A cancellation or return request by itself does not confirm that money has been refunded.
Care and aftercare
Keep your piece away from harsh chemicals and store it separately to reduce scratching. Stone and finish care can differ; ask us about your particular piece before using a cleaning treatment. Contact us about a suspected manufacturing fault or repair assessment. Wear, accidental damage and alterations may require a separate assessment. These guidelines do not restrict rights provided by applicable law.