Returns
For eligible purchases, customers who wish to return an item because they have changed their mind must contact Midehgold Ltd and return the item within 24 hours of receiving or collecting it.
To be eligible for a return:
- The item must be unused and unworn.
- The item must be returned in its original condition.
- The item must not be scratched, damaged or altered.
- The item must not have been resized or engraved.
- Any original packaging, jewellery boxes, certificates, tags or accessories supplied with the item must also be returned.
- Proof of purchase may be required.
All returned jewellery will be inspected before a refund is approved.
We reserve the right to refuse a return where the item has been worn, used, damaged, altered or is no longer in the condition in which it was supplied.
Pre-Orders
A pre-order is an order where a customer pays for jewellery before Midehgold Ltd purchases, sources, secures or imports the item.
Customers must ensure that they are satisfied with the item before confirming and paying for a pre-order.
Customers should check all relevant details before payment, including:
- Design
- Size
- Weight
- Colour
- Style
- Specification
- Price
Customers are encouraged to ask any questions they may have before making payment.
Once a pre-order has been confirmed and payment has been used or committed towards purchasing or securing the item, the order cannot normally be cancelled simply because the customer has changed their mind.
Pre-Order Refunds and Resale
If a customer no longer wants a pre-ordered item after Midehgold Ltd has already purchased or committed funds towards the item, an immediate refund will not normally be available.
However, Midehgold Ltd may agree to help resell the item to another interested customer.
A refund under this arrangement will only be made once:
- Another buyer has been found;
- The buyer agrees to purchase the item;
- The item has been successfully resold; and
- Payment from the new buyer has been received and cleared.
The resale price may be different from the original purchase price.
If another customer is only willing to buy the item for a lower amount, Midehgold Ltd will discuss the proposed resale price and refund amount with the original customer before the sale is completed.
The original customer can then decide whether or not the proposed amount is acceptable.
Midehgold Ltd does not guarantee that:
- Another buyer will be found;
- The item will be resold within a particular period; or
- The item will be resold for the same amount originally paid.
No refund will be issued under this resale arrangement until the replacement buyer has paid in full and the funds have cleared.
Bespoke, Personalised or Altered Jewellery
Jewellery that has been specially made, personalised, engraved, resized or altered specifically for a customer cannot normally be returned simply because the customer has changed their mind.
Customers should therefore make sure that all details are correct before approving any personalised or customised order.
- Faulty, Damaged or Incorrect Items
If an item is faulty, damaged when supplied, incorrect or significantly different from its description, please contact Midehgold Ltd as soon as possible.
We may ask for:
- Photographs or videos of the item;
- Proof of purchase; or
- The item to be returned for inspection.
Where appropriate, we will arrange a suitable remedy, which may include a repair, replacement or refund.
Returning Jewellery
Customers should contact Midehgold Ltd before returning an item.
Because gold jewellery may be valuable, customers returning jewellery by post or courier should use a secure, tracked and appropriately insured delivery service.
Customers are responsible for ensuring that items are packaged securely before they are returned.
Refund Processing
Once a return has been approved, the refund will normally be made using the original payment method where possible.
The time taken for the refund to appear in the customer’s account may depend on the bank, card provider or payment service used.
For pre-order items being resold on behalf of a customer, the refund will only be processed after the replacement buyer’s payment has been received and cleared.
Gold Prices and Resale Value
The price and resale value of gold jewellery may change over time.
Midehgold Ltd cannot guarantee that jewellery will retain the same value after purchase.
Where a pre-ordered item is being resold because the original customer no longer wants it, the resale price will depend on the price another buyer is willing to pay at that time.