Repair Terms and Conditions
THE COMPANY; Jewellery Doctor Online Ltd the registered office for 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 number SC263753. Scots Law is applicable under these terms and conditions.
COMPANY INFORMATION: https://beta.companieshouse.gov.uk/company/SC263753
ESTIMATES AND QUOTES
The Estimate together with these Terms and Conditions contain 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.
All payments are collected via our secure, online payment platform which is powered by a third party provider called SAGEPAY. THE COMPANY are never exposed to or have access to your credit details including your security code.
Payment is required before any repair or service is carried out. At the discretion of THE COMPANY payment terms can be agreed before any work is carried out. If terms are offered then no repair or service will be carried out until full payment has been made.
Payment can also be made over the phone but it will be processed the same as if it were an online payment through SAGEPAY.
Refunds are only given in exceptional circumstances or if THE COMPANY are unable to complete a repair that was outlined the estimate. Where a refund is made it will normally be paid in full but this is at the reasonable discretion of THE COMPANY.
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, subject to the agreement. Force majeure shall mean and 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, we discover that unforeseen additional operations that are 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 including specifically 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 of the item. In this 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.
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 determine 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 1st Class Signed for which is a non tracked and un-insured method of postage.
If YOU, THE CUSTOMER would rather have the jewellery returned by another means, then inform THE COMPANY and arrangements will be made at YOU, THE CUSTOMER’s own expense.
THE COMPANY cannot be held responsible for damaged or lost items that have been returned this way and YOU, THE CUSTOMER waive all rights to complaint and challenge.
THE COMPANY will issue an email with a tracking number informing YOU, THE CUSTOMER that a repair cannot be made and is being returned.
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 un-insured method of return delivery then THE COMPANY cannot be held responsible for any damage or loss.
Claims for damage or loss on insured service must be made in writing via email so that THE COMPANY can start a claim against Royal Mail. Royal Mail will ask for proof of value in the form of a sales receipt or a valuation document. If YOU, THE CUSTOMER cannot supply THE COMPANY with these details then the claim cannot be progressed and will be rejected.
THE COMPANY will make multiple attempts by email with the quote, however if THE COMPANY does not get a response from YOU, THE CUSTOMER in a reasonable time that is determined by THE COMPANY then the items will be sent back to YOU, THE CUSTOMER using the address supplied on the repair form. The jewellery will be returned by Royal Mail 1st Class Signed for which is a non tracked and non insured method of postage.
All repairs are covered by a 1 year guarantee unless THE COMPANY specify in the estimate that the guarantee will not be issued. The guarantee only covers the repair that THE COMPANY carried out and not any damaged caused by YOU, THE CUSTOMER or general wear and tear.
If YOU, THE CUSTOMER would like to make a claim under the guarantee then this must be submitted via email as soon as possible. THE COMPANY will inspect the jewellery and confirm if the repair will be covered. If the repair is covered then the work will be carried out without delay and returned by the postage method which was originally paid for.
If YOU, THE CUSTOMER are not completely happy with the service provided by THE COMPANY, then please submit your complaint in writing to [email protected]. THE COMPANY will take all reasonable steps to remedy the situation, however, if YOU, THE CUSTOMER are still not satisfied then please contact the relevant ombudsman.