Overview

 

 

Refund and Returns Policy

 

At Faeara, we are committed to delivering high-quality crystals and jewelry that meet your expectations. However, we understand that issues can arise. This policy outlines our procedures for handling returns and refunds, in accordance with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

 

For any questions, please contact us at info@faeara.com

 

 

Damaged or Faulty Items

 

We take great care in inspecting all items before they are dispatched. If your item arrives damaged or faulty, we sincerely apologize and will resolve the issue promptly.

 

What to Do:

 

    1. Notify Us: Email us at info@faeara.com within 14 days of receiving your order.

 

    1. Provide the Following:
        • Proof of purchase (e.g., order confirmation or receipt).

       

        • Clear photographs showing the damage or fault.

       

       

 

 

Resolution Options:

 

Once we verify the issue, we will offer:

 

    • A replacement of the same item (subject to availability).

 

    • A repair, if applicable.

 

    • A full refund, including the original delivery charge.

 

 

We will also cover the cost of return shipping for damaged or faulty items.

 

 

Non-Returnable Items

 

To maintain quality and hygiene standards, certain items are not eligible for return or refund unless they are faulty or damaged. These include:

 

    • Personalized or customized items (e.g., engraved or made-to-order pieces).

 

    • Hygiene-sensitive items, such as earrings or body jewelry, if the packaging seal is broken.

 

 

 

Change of Mind Returns

 

Under the Consumer Contracts Regulations 2013, customers have the right to return most online purchases within 14 days of receiving them, even if they simply change their mind.

 

Conditions for Returns:

 

    • The item must be unused, in its original condition, and returned in its original packaging.

 

    • You must notify us of your decision to return within 14 days of receiving the order.

 

    • Items must be returned to us within 14 days of your cancellation notification.

 

 

How to Cancel and Return:

 

    1. Notify Us: Email info@faeara.com with your order number and a statement confirming you wish to cancel.

 

    1. Return Shipping: Customers are responsible for the cost of return shipping for change-of-mind returns.

 

    1. Refunds: Refunds will include the cost of the item and the original delivery charge but will exclude any additional delivery upgrades (e.g., next-day shipping).

 

 

 

Refund Process

 

Approved refunds will be processed within 7–10 business days after we receive and inspect the returned item. Refunds will be issued via the original payment method.

 

If a gift card or voucher was used for payment, refunds will be issued as store credit.

 

 

Your Rights Under UK Law

 

This policy does not affect your statutory rights. Under the Consumer Rights Act 2015, you are entitled to goods that:

 

    • Are of satisfactory quality.

 

    • Match their description.

 

    • Are fit for purpose.

 

 

If your purchase does not meet these criteria, please contact us immediately at info@faeara.com.

 

 

How to Contact Us

 

For any questions about returns or refunds, please get in touch:

 

Email: info@faeara.com
Response Time: We aim to respond within 2–3 business days.

 

 

Thank you for choosing Faeara. Your satisfaction is our priority, and we’re here to ensure your experience is nothing short of magical.