Refunds, returns & exchanges
Refunds, Returns & Exchanges
At Adina Stone, each piece of jewellery is carefully crafted using natural gemstones and precious metals. If for any reason you are not completely satisfied with your purchase, we are here to help.
1. Your Right to Cancel (UK & EU Orders)
Under UK and EU consumer law, customers have the right to cancel their order within 30days of receiving their item. To exercise this right, please notify us within 30 days of delivery by contacting:
Returned items must meet the conditions outlined below.
2. Return Eligibility
To qualify for a return, items must be:
- Returned in their original, unworn condition
- In original packaging
- Free from scratches, marks, or signs of wear
- Returned with all original components
Items that show signs of wear may not be eligible for a refund.
3. Non-Returnable Items
For hygiene and production reasons, the following items cannot be returned:
- Earrings
- Personalised or custom jewellery
- Resized rings
- Made-to-order pieces
If any of these items arrive damaged or defective, please contact us so we can resolve the issue promptly.
4. Return Process & Shipping
To initiate a return, please contact us first at support@adina-stone.com with your order number and reason for return. Once your request has been reviewed, we will provide instructions on how to return your item. Please do not send items back without contacting us first, as returns sent without prior authorization may not be processed.
Unless an item is confirmed to be faulty or incorrect, customers are responsible for return shipping costs. We recommend using a tracked shipping service, as we cannot be responsible for items lost or damaged in transit.
Returns that arrive damaged or show signs of wear may not be eligible for refund. Original shipping costs are non-refundable.
5. Refund Processing
Once your return has been received and inspected:
- Inspection typically takes 3–5 business days
- Approved refunds are processed within 14 days
Refunds will be issued to the original payment method.
6. Exchanges
If you would like to exchange an item for another piece:
- Contact us within 14 days of delivery
- Return the original item
- Once received, we will arrange the exchange
Customers are responsible for return shipping unless the item is faulty.
7. Faulty or Damaged Items
If your item arrives damaged or faulty, please contact us within 48 hours of delivery with photos of the issue. If the issue is confirmed as a manufacturing defect, we will offer one of the following:
- Repair
- Replacement
- Refund
8. Natural Gemstone Variations
Our jewellery features natural gemstones, each formed by nature. Because every stone is unique:
- Colours may vary slightly
- Natural inclusions may be visible
- Patterns may differ from product photographs
These variations are part of the beauty of natural gemstones and are not considered defects.
9. Order Cancellations
Orders may be cancelled within 24 hours of purchase. After this time, orders may already be processed or in production and cancellation may no longer be possible.
If you have any questions regarding returns or exchanges, please contact: support@adina-stone.com
Warranty & Repairs
Repairs & Warranties
At Adina Stone, our jewellery is made using natural gemstones and sterling silver. With proper care, your pieces can be enjoyed for many years. We are happy to assist with repairs and maintenance where possible, and we’re proud to comply with UK consumer law regarding faulty goods.
1. Jewellery Warranty
Our jewellery is covered by a 6-month warranty against manufacturing defects from the date of delivery. This warranty covers structural issues such as:
- Stone settings failing due to manufacturing issues
The warranty does not cover normal wear and tear, accidental damage, or improper care.
2. Repairs & Replating
We offer repair and maintenance services to help extend the life of your jewellery. Available services may include:
- 18k Gold Vermeil Replating
- Stone Setting
- Ring Resizing
Replating refreshes the gold finish on gold vermeil jewellery and restores its original appearance. Customers are responsible for shipping costs for repair services.
To arrange a repair, please contact us with your order number and photos of the item.
3. Normal Wear & Tear
Fine jewellery is designed to be worn and enjoyed, and over time pieces may naturally show signs of wear. The following are considered normal wear and tear and are not manufacturing defects:
- Fading or wearing of gold plating or gold vermeil
- Surface scratches or minor dents
- Tarnishing of sterling silver
- Chain breakage caused by pulling or accidental force
- Damage caused by perfumes, lotions, chemicals, or water exposure
Because these changes occur naturally over time, they are not covered under our warranty or return policy.
4. Gold Vermeil Jewellery
Some pieces are finished with 18k gold vermeil, which is a thick layer of 5 micron gold over sterling silver. Gold vermeil is a delicate finish that will naturally wear over time, especially with regular use. The lifespan of the plating can vary depending on:
- Exposure to water
- Perfumes and cosmetics
- Lotions and chemicals
- Friction during wear
- Individual skin chemistry
For this reason, fading of gold plating is considered normal wear and not a manufacturing defect.
5. Jewellery Care
To keep your jewellery looking its best:
- Remove jewellery before showering, swimming or exercising
- Avoid perfumes, lotions, and chemicals
- Store pieces in a dry place when not worn
- Handle gemstones and delicate chains with care
Damage caused by improper handling or chemical exposure is not covered under warranty.
6. Complimentary Chain
Each pendant purchase includes a complimentary 925 sterling silver Italian chain, with a choice of four lengths. Please note:
- The chain is included as a complimentary gift with your pendant purchase.
- The purchased product is the pendant itself, not the chain.
- Chains are sourced from an external supplier and provided as a promotional item.
While the chains are genuine 925 sterling silver and hallmark stamped, they are not covered under warranty and cannot be replaced if broken. Customers are welcome to use their own chain if they prefer a different style or thickness.
If you need assistance with repairs or maintenance, please contact: support@adina-stone.com
Payment
We accept all credit cards & also payments through Paypal & Google Pay.
Shipping
Your purchase will be processed within 1-3 working days and we do our very best to dispatch the products ASAP.
*Free Shipping for orders over £10
All our orders are shipped with Royal Mail shipping, you can choose:
- £2 - UK Standard Shipping
- £9.95 - UK 1 Day Shipping
- $4.95 - USA & Worldwide ✈ International 5-7 Days
Royal Mail’s delivery estimate:
- UK ✈ 2-3 days
- USA ✈ 5-10 days
- Europe (all countries) ✈ 5-7 Days
- Rest of the world ✈ 8-18 Days
Adina Stone is fully responsible for the quality & materials of our hand made items but once shipped Adina Stone cannot assume responsibly over the worldwide shipping services & their practices - this is standard procedure. *It is always advisable to choose Express & Tracked shipping for maximum security.