Last updated: 3 November 2026
This policy explains how returns work at Quasar Jewels. For help, email information@quasarjewels.com. Nothing in this policy takes away your statutory consumer rights, including rights that apply where you live.
Custom and personalised products
We do not offer change-of-mind cancellation, returns or exchanges for goods that are made to your individual specifications or clearly personalised for you, where the law permits this exception. This can include a terrain pendant or 3D terrain map created to your individual design, or an item bearing your personal engraving.
The exception depends on the actual product and personalisation. An item is not automatically excluded from cancellation rights just because we make it after you order, call it custom, or offer a choice of standard catalogue options. Standard products that do not qualify for the exception remain eligible for the cancellation rights described below.
Your rights if a custom product is faulty, damaged, not as described or otherwise does not meet the contract remain fully protected. The custom-product exception also does not remove any legal right to end the contract because we fail to supply the goods as agreed.
Please check your selected location, outline, size, material, finish and any engraving before ordering. If you spot an error or want to request a change, contact us promptly. We will check whether a change is possible, but cannot guarantee that an accepted custom order can be changed. We will agree any change and its price with you before carrying it out. This does not limit our responsibility for errors we make.
Changing your mind about a standard product
For eligible non-personalised goods bought online, you may cancel without giving a reason from the time you place the order until the end of 14 days after the day you, or a person you nominate other than the carrier, receives the goods. Where multiple goods in one order are delivered separately, this period runs from receipt of the last of those goods.
To cancel, send a clear statement of your decision to information@quasarjewels.com. Include your name, order number if available, and the item or items you wish to cancel so we can identify the purchase. You can use the optional cancellation notice below, but do not have to. You do not need our permission, a return authorisation number or a particular form to exercise a statutory cancellation right. Your notice is in time if you send it before the cancellation period ends.
Send the goods back without undue delay and no later than 14 days after the day you tell us you are cancelling. Contact us for the correct return address and instructions before posting. Waiting for a reply does not invalidate a cancellation notice already sent in time, and we will not treat a delay in returning goods caused by our failure to provide return instructions as your failure to comply.
You pay the direct cost of returning goods when you change your mind, provided we told you this before you ordered. If we did not provide the information required by law, you will not be required to bear that cost. Different rules apply when goods are faulty or otherwise do not meet your legal rights, as explained below.
Looking after a return
You may inspect goods as you reasonably could in a shop to establish their nature, characteristics and function. Please pack them securely and include the supplied parts and accessories. Original packaging is helpful if available, but is not an absolute condition of exercising your statutory rights. Keep evidence of postage.
For a change-of-mind cancellation, we may reduce a refund only to reflect an actual loss in value caused by handling beyond what is necessary to inspect the goods, and only where the law permits. We do not charge a restocking or administration fee for exercising statutory cancellation rights. Simply opening packaging to inspect an item does not automatically justify a deduction. We will explain any proposed deduction.
Refunds for change-of-mind cancellations
For a cancelled order, we refund the price you paid and the cost of our least expensive standard delivery option available for that order. If you chose a more expensive delivery service, we do not have to refund the additional premium. For a partial cancellation, we refund delivery charges to the extent required by law.
We refund without undue delay. Where goods have been supplied, we may wait until we receive them back or receive evidence that you sent them back, whichever happens first, and will refund no later than 14 days after that event. Where no goods were supplied, or where we offer to collect them, we refund no later than 14 days after the day you tell us you are cancelling.
Refunds use the same payment method you used, unless you expressly agree to a different method. We do not charge a refund fee or require you to accept store credit instead of a refund to which you are legally entitled. Your payment provider may take additional time to display a refund after it has been issued.
Faulty, damaged, incorrect or misdescribed goods
All our goods, including custom products, must meet your legal rights. They must be of satisfactory quality, fit for any purpose agreed with us, and match their description. Contact information@quasarjewels.com if something is wrong. Please explain the problem and provide information that identifies your purchase. Photos can help us understand an issue, but a photograph or original receipt is not the only way to establish your rights.
Under UK consumer law, you will normally have a short-term right to reject goods that do not meet the contract within 30 days of delivery and obtain a refund. Your rights continue after that period and may include repair, replacement, a price reduction or a further right to reject, depending on the circumstances. A request for a repair or replacement can affect the running of the initial rejection period. Any guarantee we offer is additional to these rights.
We cover reasonable return costs when you exercise your legal rights because goods do not meet the contract. Contact us so we can arrange or agree the appropriate return or collection method. When a refund is due following a valid rejection, we issue it without undue delay and within 14 days after agreeing that you are entitled to it, using your original payment method unless you expressly agree otherwise, without a refund fee.
Please report a problem promptly so we can help. There is no arbitrary 24-hour or 48-hour reporting deadline in this policy that removes your statutory rights. Ordinary wear, accidental damage or misuse does not by itself establish a manufacturing fault, but we will assess the actual circumstances and your legal rights rather than applying a blanket exclusion.
Sale items, gifts and exchanges
Buying an item in a sale does not reduce your statutory rights. If you received an item as a gift, contact us with the available order details so we can help identify the purchase and the appropriate remedy. Any payment refund will normally go back to the original payment method. A request to exchange an item is separate from, and does not replace, your right to a refund where the law provides one.
Optional cancellation notice
You may copy the following information into an email to information@quasarjewels.com. This is optional; any clear cancellation statement is sufficient.
- To: Quasar Jewels, information@quasarjewels.com
- I/we wish to cancel the purchase of the following goods:
- Order number, if available:
- Ordered on / received on:
- Name of customer(s):
- Address of customer(s):
- Date:
- Signature of customer(s), only if this notice is sent on paper:
Existing orders and customers outside the UK
Changes to this policy do not retrospectively remove rights or more favourable promises that applied when you placed an order. If mandatory consumer law gives you additional rights, those rights continue to apply. Contact us if you need help with a return or complaint.
