RETURNS & REFUNDS POLICY — BOUND AND BRIGHT
We want you to love your Bound and Bright piece. Please read below for how returns and refunds work, as this depends on whether your item is personalised.
Most of our jewellery is made specifically for you — engraved with a name, date, birthstone month, or other custom detail you provide at checkout.
Because these items are made to your own specification, they are exempt from the standard 14-day right to cancel under the Consumer Contracts Regulations 2013. This means we're unable to offer a refund or exchange for a personalised item simply due to a change of mind once production has begun.
This does not affect your right to a refund, replacement, or repair if your personalised item arrives faulty, damaged, or with an error made by us (for example, incorrect spelling that does not match what you entered at checkout) — see "Faulty or Incorrect Items" below.
A small number of our pieces (for example, our fixed-design necklaces without a name or text field) are not personalised. For these items, you have the standard right to cancel within 14 days of receiving your order, without needing to give a reason, under the Consumer Contracts Regulations 2013.
To cancel, please contact us at hello@boundandbright.com within 14 days of delivery. You'll then need to return the item to us within 14 days of telling us you wish to cancel. The item must be unused, in its original packaging, and in a resaleable condition. Once we receive the returned item, we'll process your refund within 14 days.
Return postage costs for a change-of-mind return on a non-personalised item are the customer's responsibility, unless the item is faulty or incorrect.
FAULTY OR INCORRECT ITEMS
If your item arrives faulty, damaged in transit, or is not what you ordered (including a personalisation error made by us), please contact us at hello@boundandbright.com within 14 days of delivery with your order number and a photo of the issue. We will offer a replacement or full refund, including any delivery costs, and this applies to personalised and non-personalised items alike. This is your statutory right under the Consumer Rights Act 2015.
HOW TO START A RETURN OR REPORT AN ISSUE
Email us at hello@boundandbright.com with your order number and details of the issue. We'll get back to you as quickly as we can with next steps.
Once a refund is approved, please allow up to 10 business days for it to appear back on your original payment method, depending on your bank or card provider.
If you're not sure whether your item qualifies as personalised, or you have any other questions, just get in touch at hello@boundandbright.com before ordering and we'll be happy to help.
Note: This policy is provided as general guidance and reflects our understanding of UK consumer law at the time of writing. It does not constitute legal advice. If you have specific concerns, you may wish to seek independent legal advice or contact Citizens Advice.