Terms of service

About CHANLO

CHANLO is the trading name of Michael Chan, a sole trader established in England. Client Care can be contacted at maisonchanlo@gmail.com.

Scope and eligibility

These Terms apply to consumer purchases from the CHANLO website for delivery within the United Kingdom. By placing an order, you confirm that you are at least 18 years old, have legal capacity to enter the contract and are authorised to use the payment method and delivery details supplied.

Private Commissions are also governed by their written proposal and the Private Commissions Terms. A commission-specific term applies only to that project and only to the extent permitted by law.

Product information

CHANLO takes reasonable care to describe each piece accurately. Photography, lighting and screen settings can affect apparent colour and scale. Dimensions and total weights described as approximate may vary slightly with the selected diamond, metal, ring size and normal manufacturing tolerances. These qualifications do not permit a material departure from the agreed description or specification.

Lab-grown diamond, precious-metal fineness, laboratory-report and hallmarking information is stated only where it is supported for the selected piece. A laboratory report identifies and grades the assessed diamond; it is not a valuation or a promise of future value.

Prices and payment

Prices are shown in pounds sterling and are the total CHANLO selling prices. CHANLO is not registered for VAT, so VAT is not added, separately charged or described as included. Any delivery or other mandatory charge is shown before the order is placed. Permanent Collection orders require payment in full at checkout.

Payment is processed through the methods offered at checkout. CHANLO does not receive complete payment-card details. If a clear pricing or product-data error is identified before Order Acceptance, CHANLO may decline the order and return any captured payment in full to the original payment method.

Order Received and Order Accepted

Payment is captured when you place the order. The automatic Order Received message confirms receipt and payment only; it is not acceptance of the order.

CHANLO reviews the specification, payment and manufacturing feasibility. A binding contract is formed only when CHANLO sends a separate Order Accepted confirmation. Before acceptance, CHANLO may decline an order where, for example, the specification cannot be fulfilled, pricing or product data is clearly wrong, payment or fraud concerns arise, or manufacture is unavailable. If payment has been captured, a declined order is refunded in full to the original payment method.

Made-to-order production and timing

Permanent Collection pieces are produced after Order Acceptance. Delivery is normally expected within 4–6 weeks from acceptance. This is the complete end-to-end estimate, including sourcing, manufacture, finishing, quality control and delivery to a United Kingdom address.

The timeframe is an estimate rather than a guaranteed date. CHANLO will contact you if a material delay arises. The made-to-order production model does not remove or reduce any statutory cancellation right that applies.

If you request a CHANLO Ring Sizer, confirm the required size in writing before CHANLO accepts the completed ring specification. The 4–6 week estimate begins when CHANLO then sends Order Accepted.

Specifications and changes

Please check product options, ring size, contact information and delivery address before ordering. A confirmed ring size forms part of the specification. If CHANLO supplies a different size, your statutory rights are unaffected. If the confirmed size is supplied but fit is unsuitable, any resizing is assessed as aftercare and may be chargeable.

A requested change is not agreed until CHANLO confirms it in writing. After Order Acceptance, a change may be unavailable or may affect price and timing. CHANLO will not make a material substitution without your agreement.

Delivery

Online ordering is available only for United Kingdom delivery addresses at launch. Standard United Kingdom delivery is complimentary. The Delivery Policy forms part of these Terms.

Please provide a complete and accurate delivery address. Address changes may require identity and fraud checks and may not be possible after dispatch. CHANLO remains responsible for the order until it enters your physical possession or that of a person you identify to receive it. If delivery cannot be completed because the details supplied were inaccurate, CHANLO will explain any reasonable redelivery cost before arranging another attempt.

Cancellation, returns and faulty goods

The Returns & Cancellation Policy forms part of these Terms. A Permanent Collection piece selected only from CHANLO’s standard online options is not treated as bespoke merely because it is manufactured after ordering. Applicable statutory cancellation rights remain available.

A genuinely customer-specific or clearly personalised Private Commission may be excluded from change-of-mind cancellation where the statutory exception applies. Where relevant, this is stated in the written proposal before you become bound. Statutory rights relating to faulty, incorrect, misdescribed or otherwise non-conforming goods are separate and remain unaffected.

Care and aftercare

Follow the care information supplied with the piece. If you believe there is a manufacturing or conformity issue, contact Client Care promptly for assessment. Statutory remedies apply where the piece is faulty, misdescribed or otherwise non-conforming.

Accidental damage, misuse, loss, ordinary wear, third-party work, customer-requested resizing and routine maintenance are not automatically manufacturing defects. Inspection, repair, resizing, maintenance, shipping and related work may be offered where practical and quoted individually.

Intellectual property

CHANLO’s designs, drawings, CAD, photographs, copy and branding are protected by intellectual-property rights. They may not be copied, adapted, commercially exploited or used to manufacture another item without written permission. Purchasing a piece does not transfer those rights.

Liability

CHANLO is responsible for foreseeable loss or damage caused by breach of contract or failure to use reasonable care and skill. CHANLO is not responsible for unforeseeable loss or for business loss arising from a consumer purchase.

Nothing in these Terms excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, statutory consumer rights, or any liability that cannot lawfully be excluded or restricted.

Events outside reasonable control

If an event outside CHANLO’s reasonable control materially delays performance, CHANLO will contact you, take reasonable steps to reduce the effect and explain the available options. This does not remove rights arising where an agreed delivery obligation is not met.

Questions and complaints

Contact Client Care at maisonchanlo@gmail.com with your order number and a clear description of the concern. CHANLO will review the matter fairly and respond after obtaining the information reasonably needed to assess it. This process does not restrict your statutory rights.

Governing law

These Terms are governed by the law of England and Wales. A consumer living in Scotland or Northern Ireland retains applicable mandatory protections and may bring proceedings in the courts available under consumer law.