Refund policy

Permanent Collection orders

CHANLO does not offer an additional voluntary change-of-mind returns guarantee. A Permanent Collection piece selected from CHANLO’s standard online options nevertheless retains applicable statutory distance-selling cancellation rights even though it is individually made to order.

You may cancel from the time the contract is formed until 14 days after the day the order is delivered. No reason is required. Send Client Care a clear statement within that period. You then have a further 14 days to return the piece.

Starting a return

Contact Client Care at maisonchanlo@gmail.com with your order number before sending jewellery. We will confirm the current return address and the information needed to identify the order. Do not send a piece to any other address or arrange an alteration before assessment.

Return delivery

For a change-of-mind return, you are responsible for the direct return cost and for the piece until it reaches CHANLO. Because the jewellery is high value, use a suitably insured and tracked service. Where goods are faulty, incorrect or not as described, CHANLO will bear the reasonable return cost required by law.

Handling and completeness

You may examine the piece as you reasonably would in a shop. Return it with its diamond report, presentation box and supplied documentation. CHANLO may make a deduction permitted by law where handling beyond necessary examination has reduced the value.

Refunds

An applicable refund is made to the original payment method no later than 14 days after CHANLO receives the goods or evidence that they were sent back, whichever is earlier. If a charge was made for standard outbound delivery, it is included; an additional amount paid for a more expensive option is not. United Kingdom delivery is complimentary at launch.

Private Commissions

The change-of-mind right may not apply to a piece made to a genuinely individual, non-standard specification or clearly personalised for you. Where this applies, it will be stated in the written commission proposal before payment. Choosing standard metal, diamond-size or ring-size options from the Permanent Collection is not, by itself, treated as bespoke.

Incorrect, damaged or faulty goods

If a piece is incorrect, damaged on arrival, faulty or not as described, contact Client Care promptly with the order number, a description and photographs where helpful. CHANLO will explain the assessment and return process and provide the remedy required by law. This is separate from change-of-mind cancellation and is not removed by bespoke terms.

Exchanges

Unless Client Care agrees otherwise in writing, a change of product or configuration after delivery is handled as a return, where a return right applies, followed by a new order. This keeps the price, specification and production timing clear.

Model cancellation notice

You may write: “I give notice that I wish to cancel my contract for order [order number and product]. The order was placed on [date] and received on [date]. My name and address are [name and address]. Date of notice: [date].” You do not have to use this wording if your intention to cancel is clear.