Política de reembolso

Returns

We accept returns on eligible items within 14 days of delivery, provided the items are unused, in their original condition, and returned in original packaging.

To request a return, customers must notify us within 14 days of receiving their order by contacting us at thecharmgal@gmail.com. Returns requested outside of this timeframe may not be accepted.

Return postage costs are the responsibility of the customer. We strongly recommend using a tracked delivery service and retaining proof of postage, as we cannot accept responsibility for items lost in transit.

Non-Returnable Items

The following items are non-returnable and non-refundable:

  • Items cut to order, including loose chain

  • Personalised or custom items, including ashes or memorial charms

  • Any item that has been used or altered

Memorial Jewellery – Important Information

Memorial jewellery items are made using materials provided by the customer, such as ashes or fur, and are created as bespoke, sentimental pieces.

By placing an order for memorial jewellery components, you acknowledge and agree that:

  • Materials are sent to us at the customer’s own risk

  • We cannot accept responsibility for loss or damage during transit to or from us

  • Once processing has begun, memorial jewellery items are non-returnable and non-refundable

  • Due to the handmade nature of these items, slight variations may occur

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged, or incorrect, please contact us as soon as possible and no later than 14 days from delivery, providing photographic evidence of the issue.

Once the issue has been confirmed, we will advise on the next steps. Where a return is required, the item must be sent back to us for inspection. Upon confirmation, we will offer a replacement, exchange, or refund as appropriate. Any approved refunds will include the cost of return shipping.

Return Shipping

Return shipping costs are the responsibility of the customer unless the item is confirmed to be faulty, damaged, or incorrect. Shipping costs are non-refundable in all other cases.

We recommend using a tracked service for all returns. Responsibility for returned items remains with the customer until received by us.

Refunds

Once your return has been received and inspected, we will notify you by email. If approved, your refund will be processed to the original payment method within 5–10 working days, depending on your payment provider.