THE COMPANY: Jewellery Doctor Online Ltd, the registered office of which is located at 58 Long Lane, Broughty Ferry, Dundee, DD5 1HH.
YOU, THE CUSTOMER: The person who has sent in jewellery and whose name appears on the completed return form that accompanied the jewellery sent in.
GOVERNING LAW: Jewellery Doctor Online Ltd is registered in Scotland with the number SC263753. Scots Law is applicable under these terms and conditions.
Estimates and Quotes
The estimate together with these Terms and Conditions contains the whole agreement between THE COMPANY and YOU in respect of the provision of our repairs and servicing and supersedes and replaces any prior written or oral agreements, representations, or understandings.
Once YOU, THE CUSTOMER have accepted the estimate, THE COMPANY agrees to carry out the repairs and servicing with a reasonably appropriate level of skill and care. Once THE COMPANY has initiated the repair or service, YOU, THE CUSTOMER cannot withdraw your consent.
Payment
Payment is required before any repair or service is carried out unless, at the discretion of THE COMPANY, different payment terms have been agreed in advance. If terms are offered, then no repair or service will be carried out until full payment has been made in accordance with those agreed terms.
Refunds are only given in exceptional circumstances or if THE COMPANY is unable to complete a repair that was outlined in the estimate. Where a refund is made it will normally be paid in full, but this is at the reasonable discretion of THE COMPANY.
Repairs
If, despite commercially reasonable efforts, THE COMPANY cannot complete the repair or service due to a force majeure event, the completion of the repair or service will be postponed depending on the nature and scale of the event. Force majeure shall include, without limitation, natural phenomena, conflicts, strikes, attacks, unforeseen official restrictions, and any other events beyond the control of THE COMPANY.
If, while performing the repair or service, unforeseen additional operations not included in the estimate have to be carried out, THE COMPANY will, as soon as reasonably practicable, send YOU, THE CUSTOMER an additional or updated estimate for approval, specifically setting out the new operations to be carried out on the jewellery.
If an item is received which has previously been reported as stolen, THE COMPANY reserves the right to inform the former owner and/or the relevant authorities, who alone would have the authority to determine legal ownership of the item in question, unless a mutual agreement is reached between the former owner and the current owner, and to keep the item in custody until ownership is determined.
For vintage items of jewellery, difficulties encountered during repair or service due to the actual condition and/or age of the item may lead to the estimate being revised, or work may have to be discontinued if the scheduled service cannot be completed due to the age or condition of the item.
In that case, the item will be returned to YOU, THE CUSTOMER, without charge and, insofar as possible, in the same condition as when the item was delivered to us, and THE COMPANY shall have no further liability to YOU, THE CUSTOMER.
When a ring is being sized, we will make our best efforts to preserve any engravings or hallmarks, however, this is not guaranteed.
Faulty Metal Due to Manufacturer or Third Party Issues
There is an element of risk to all repairs as more often than not heat will be required.
If a piece of metal is faulty then the heat may further damage the piece beyond repair. Whilst THE COMPANY will always try to identify faulty metal before work is carried out, sometimes this is not possible because the fault may be inside the metal and undetectable until heat is applied.
THE COMPANY accepts no liability if damage occurs due to faulty metal and YOU, THE CUSTOMER should contact the retailer for replacement or refund.
Items That Cannot Be Repaired
Jewellery will be inspected by THE COMPANY upon arrival and before any estimate is sent to YOU, THE CUSTOMER. If THE COMPANY determines that a repair cannot be successful, then the jewellery will be returned to YOU, THE CUSTOMER at the address supplied on the enclosed repair form.
The jewellery will be sent back via Royal Mail 2nd Class, which is an uninsured and untracked method of postage, unless YOU, THE CUSTOMER ask for a different return method and pay the additional cost.
THE COMPANY cannot be held responsible for damaged or lost items returned this way and YOU, THE CUSTOMER waives all rights to complain and challenge where an uninsured and untracked return method has been used at your request or under this policy.
THE COMPANY will issue an email informing YOU, THE CUSTOMER that a repair cannot be made and that the jewellery is being returned. THE COMPANY will send your jewellery back to the address that was provided when the original pre-paid envelope request was made. If YOU, THE CUSTOMER have not given prior written notice that the return address is different, then THE COMPANY cannot be held responsible for the jewellery being returned elsewhere.
Pre-Paid Special Delivery Envelopes
YOU, THE CUSTOMER only pay for sending your jewellery to us if you proceed with the repair. Delivery charges are shown on our delivery page and on the payment page of our website.
Our pre-paid envelopes come with £750.00 of insurance which can be increased by paying a small fee at the time of posting. It can be increased to £1000.00 and £2500.00.
Please keep all receipts from the Post Office as these are required in the event of a claim.
Return Delivery
THE COMPANY will only ever use Royal Mail for return deliveries. When YOU, THE CUSTOMER go to pay for your repair, the choice of return options are given and payment for these will be made at the same time as the repair.
If YOU, THE CUSTOMER choose a non-tracked and uninsured method of return delivery then THE COMPANY cannot be held responsible for any damage or loss.
Need Clarification Before Proceeding?
If you are unsure about any part of these repair terms and conditions, please contact us before sending your jewellery. You can also use our online quote form or request a pre-paid envelope if you are ready to get started.
