 | Our Returns Policy We hope that you will be completely satisfied with the products that you purchase from us. Every effort is made to ensure the quality and timely delivery of the goods you have ordered. We do accept, however, that there may be a need for Customers to return products to us under some circumstances. This information will help you and us to ensure this process is completed as quickly as possible. |
| Circumstances If your goods are defective or are damaged when you receive them, then you can return them to us for a full refund or a replacement. In this circumstance only, we will refund the cost of shipping in both directions.
If you are not happy with your purchase for any reason at all, you have a 14 day trial period in which you can return it to us for a full refund or for an exchange. Shipping costs are not refundable unless the item was damaged before delivery to you, or is defective. A minimum shipping retentiion applies to all orders, regardless of the shipping paid as part of the order. This minimum charge is currently £10 per order. |
| What to do next Once you have determined the need to return the goods then you must immediately send an email to returns@virtualnations.net. Please state the reason for return. We will advise you of how to return the goods to us, including the address to which the goods should be sent.
In all instances you should include the following information with the goods:
- Details of your order number and the reason for the return;
- Let us know whether you wish a replacement or a refund;
- In the case of an exchange, give us the details of the replacement item required;
- In the case of a faulty product, please provide a full description of the fault;
- Wrap the item securely in its original packaging with any additional items that were included;
- Send the package insured to the address we gave you.
Following inspection of the returned goods we will issue a refund (using the original payment method) or send a replacement item, as appropriate. Please allow 2-3 weeks for refunds to reach your account. |
| Exceptions Some products can be returned or exchanged, but will be subject to a charge. These include;
- Items which have been engraved for you;
- Rings which were ordered in the wrong size.
Some products can not be returned or exchanged, unless they are defective or they were damaged before delivery to you. These include;
- Earrings, for reasons of hygiene;
- Any items made of platinum or 18 ct gold (yellow, white or rose), as these are made to order;
- Items which have been specially made up or modified at your request.
- Items which include your name or clan crest;
- Items which are returned after more than 14 days, unless they are defective.
If you have any questions regarding returns, refunds or replacements, please contact us at the following address; returns@virtualnations.net |
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