If a piece is not right, send it back. This policy sets out your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in full — and nothing here reduces them.
Last updated: 2026
1. A quick summary
- Changed your mind? You have 14 calendar days from receiving your order to cancel for any reason — or no reason at all.
- Piece is faulty? You have a full refund in the first 30 days, and repair, replacement or refund rights for up to 6 years.
- How to start: email care@galenesea.com with your order number. A clear statement by email is enough — no forms required (though one is provided below if you like forms).
2. Your statutory rights: faulty or not as described (Consumer Rights Act 2015)
Every piece we sell must be of satisfactory quality, as described, and fit for purpose. If it is not, the law gives you a clear ladder of remedies:
- First 30 days: if a piece is faulty, you have a short-term right to reject it and receive a full refund. This is the strongest remedy and it belongs to you — you do not have to accept a repair or replacement instead.
- After 30 days, within 6 months: you may request a repair or replacement. If that fails, is not possible, or is not done within a reasonable time, you may be entitled to a partial or full refund. Within the first 6 months it is for us to prove the piece was not faulty when delivered — the burden of proof is on us, not you.
- Up to 6 years: you may have a claim for pieces that develop faults later, to the extent this is reasonable given the nature of the goods and the price paid. Pearls and precious metals are durable, but if a clasp fails or a setting loosens well within what should be its working life, tell us.
What counts as a fault? A chain that snaps under normal wear, a clasp that will not close, a pearl that comes loose from its setting, plating that wears through within weeks. What does not: the natural character of the pearl — small growth marks, slight colour variation, the individual shape that makes your piece one of one. These are described more fully in our Terms of Service.
3. Your right to change your mind: the 14-day cooling-off period (Consumer Contracts Regulations 2013)
For online purchases you have the right to cancel within 14 calendar days of receiving the goods — for any reason, or no reason at all. You do not need to give a reason, and you will not be charged beyond the return costs described below.
- To cancel: email care@galenesea.com with your order number, or use the model cancellation form at the end of this policy. A clear statement by email is enough — you do not need to explain why.
- If we have not told you about this right in the required form, your cancellation window extends to 12 months and 14 days after delivery. (We tell you, so this is here for completeness — but it is your protection, and we would rather you know it exists.)
- After cancelling, you must return the goods within 14 days of telling us, to the returns address we provide by email.
- We refund all payments you made for the goods, including standard outbound delivery, within 14 days of receiving the goods back or of you providing evidence of posting, whichever is earlier.
- Handling: we may make a deduction if the value of the goods has been lost through handling beyond what is needed to establish their nature, characteristics and functioning. In plain words: trying a necklace on is fine; wearing it for a week is not. If we make a deduction, we will explain exactly why and how much.
- Return costs: unless the piece is faulty or we agreed otherwise, you pay the cost of returning the goods. We will tell you if we estimate this cost to be unusually high (for example, for a large order requiring insured shipping).
4. Exemptions
For hygiene reasons, pierced earrings whose sealed hygiene packaging has been removed cannot be returned under the 14-day cooling-off right. This is a legal exemption, and it exists for your protection as much as ours. It does not affect your rights if the earrings are faulty — faulty earrings can always be returned for a full refund, repair or replacement.
5. How to return, step by step
- Email care@galenesea.com with your order number and, if you like, a line about why (it helps us improve, but it is never required).
- We reply, usually within one working day, with the returns address and a few instructions.
- Pack the piece in its original pouch and box, unworn, with any tags attached.
- Use a tracked service, and keep your proof of posting until your refund arrives.
- We inspect on arrival (gently, and quickly) and issue your refund within 14 days.
Please return pieces unworn, in their original pouch and box. If the original packaging is lost, wrap the piece securely and tell us — we will not refuse a return over packaging alone.
Two practical notes. If you ordered several pieces and only want to send one back, that is fine — return just that piece and we will refund it. And if your order has not been dispatched yet, you do not need to return anything at all: write to us and we will cancel it for a full refund.
6. Refunds
Refunds are issued to your original payment method within the timescales above. Original outbound delivery is refunded at the standard rate; upgraded express charges are not refunded unless the piece was faulty or sent in error. Return shipping is refunded only where the piece was faulty or sent in error — in which case we will also refund reasonable return postage, up to the amount we quoted you.
7. Exchanges
Prefer a different size or length? We exchange once per order, subject to stock. The fastest route is to return and reorder — this way your new piece is reserved before your return arrives, and you are not left waiting. Email us first so we can hold the piece for you.
8. Gifts
If your piece was a gift, your rights are the same. Refunds are issued to the original payment method — so if someone bought it for you, either ask them to start the return, or email us and we will work it out with you both, discreetly.
9. Model cancellation form
To: care@galenesea.com — I hereby give notice that I wish to cancel my contract for the supply of the following goods: [order number and item]. Ordered on [date] / received on [date]. Name of consumer: [name]. Address of consumer: [address]. Signature: [name]. Date: [date].
You do not have to use this form — any clear written statement by email is enough.