Refund policy
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 30 days 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