Terms & Conditions
Welcome to hillierjewellers.co.uk. These Terms and Conditions, along with our Privacy Policy, govern your use and the purchase of goods on our website. By placing an order, you agree to these terms, so please read them carefully.
1. Contract Formation
1.1 When you place an order with Hillier Jewellers, it constitutes an offer to purchase goods.
1.2 Upon receiving your order, we will send an email acknowledgement, but this does not confirm acceptance.
1.3 A contract between you and Hillier Jewellers is only formed once we have dispatched your order and a dispatch confirmation e-mail is sent to you. Dispatch will occur after stock verification, quality control checks, and fraud/payment screenings have been successfully completed. However, for customised or specially made-to-order items, a binding contract is deemed to be formed 48 hours after the order is placed, following the expiration of the cancellation period outlined in Clause 4.10.
1.4 If we are unable to fulfil your order due to unavailability of stock, payment issues, or quality control problems, no contract will be formed, and any payments made will be refunded in full.
2. Pricing and Payment
2.1 All prices listed on our website include VAT, and any delivery charges will be calculated during the checkout process.
2.2 We strive for accurate pricing, but errors may occur. If an error in pricing is discovered on an item you’ve ordered, we reserve the right to cancel the order. In such cases, we will notify you and refund any payments made.
2.3 Payment must be made in full before your order is dispatched. We accept payment via major credit/debit cards and other payment methods available on our website.
3. Delivery
3.1 Hillier Jewellers ships within the United Kingdom only. We do not ship to addresses outside the UK.
3.2 Orders are processed and dispatched during standard working days. While we provide estimated delivery times during checkout, these are not guaranteed, and delays can occur.
3.3 Hillier Jewellers is not responsible for delays caused by events outside our control, such as courier disruptions or extreme weather conditions.
3.4 If you have paid for standard or upgraded shipping, those costs will not be refunded if you return the item unless the return is due to an error on our part (e.g., wrong or faulty item).
4. Returns and Cancellations
4.1 Under the Consumer Contracts Regulations 2013, UK customers have the right to cancel an order and return goods within 14 days of receiving them, without providing a reason. Return postage costs are the customer’s responsibility unless the item is faulty or incorrectly sent.
4.2 You must notify us of your intention to return the item within this 14-day period. After notifying us, you have an additional 14 days to return the item to us.
4.3 Items must be returned in new and unused condition, with all original packaging and accompanying materials, including warranty cards and manuals. The product must not show signs of wear, and all labels and tags must remain attached.
4.4 Customised or specially made items, as well as pierced goods, such as earrings, are not eligible for return unless faulty, due to hygiene reasons.
4.5 If the item is returned within the return period, no restocking fee will be charged, and the full purchase price (minus any shipping costs if applicable) will be refunded.
4.6 If an item is returned after this period, we may charge a restocking fee or return the item to you at your expense. The decision to charge a fee will depend on the condition of the returned item and how long past the return window it was received.
4.7 We aim to process returns within 5 working days of receiving the returned items. Return postage costs are the customer’s responsibility unless the item is faulty or incorrectly sent.
4.8 If the item you receive is faulty, defected or not as described, you must notify us within 48 hours of receiving it. We will arrange the return and offer a full refund or replacement after inspection.
4.9 Refunds will be issued only to the original payment method used for the transaction.
4.10 Right to Cancel for Customised or Made-to-Order Items. Once an order has been placed for a customised or specially made-to-order item, you may cancel the order and receive a full refund only if cancellation is requested within 48 hours from the time the order was placed. After this 48-hour period, the order cannot be cancelled, and no refund will be issued, as production will have begun and materials will have been committed.
5. Warranty and Faults After 30 Days
5.1 All products purchased from Hillier Jewellers come with a manufacturer’s warranty, the details of which will be provided with the product at the time of purchase.
5.2 If a fault develops within the first 30 days, please contact us immediately to arrange the return and inspection of the item. If the fault is confirmed, we will offer a refund, repair, or replacement, in line with your statutory rights.
5.3 If a fault arises after 30 days, the product must be returned directly to the manufacturer or their approved service centre for repair, according to the terms of the manufacturer’s warranty. We can assist you in contacting the manufacturer or their service centre to resolve the issue. Please note that warranty repairs are managed by the manufacturer, not Hillier Jewellers.
6. Fraud Prevention
6.1 All orders are subject to fraud screening and payment verification. Should any issues arise during this process, we reserve the right to cancel your order. If this occurs, you will be notified, and any payment made will be refunded in full.
7. Product Availability and Description
7.1 We aim to ensure that product descriptions and images on the website are accurate. However, slight variations may occur due to display differences on screens or lighting conditions during photography.
7.2 If a product becomes unavailable after you have placed your order, we will notify you immediately and issue a full refund.
8. Liability
8.1 Hillier Jewellers is not liable for any indirect or consequential loss resulting from the use or inability to use our website or products. Our liability is limited to the price paid for the product, except in cases of personal injury or death caused by negligence.
9. Amendments
9.1 Hillier Jewellers reserves the right to update these terms and conditions at any time. Changes will be posted on our website, and continued use of the site signifies your acceptance of the updated terms.