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Java-E UK - What To Do If You Receive Incorrect Items
Summary
For the purposes of our policies, we consider "Incorrect" items to be either completely the wrong items, or items which are different in any way to what was described to you at the time that you purchased the item. This includes items which are essentially correct but which have been incorrectly engraved by us. If you receive items from us which are not exactly what you ordered, then we will allow you to choose whichever of the following options that you prefer:
1. Get a full refund (paid to you in the same format that you paid us).
2. Re-order the same (but new/undamaged) items at no cost to yourself.
3. Get Java-E UK Credit (vouchers) for the amount that you paid.
However, if the only fault is an incorrect engraving text, then we reserve the right to repair/correct the engraving text rather than offering a refund.
Returns Timescale
From the time that you receive our items, to the time that you send the items back to us, we allow up to 10 working days (Monday-Friday=Working Days). This is flexible to some degree (for example, if you are on holiday when the items are delivered and you organise a neighbour to pick them up, then we will happily extend this period to a reasonable length).
When you consider the 7 day standard (which includes time spent for the items to be physically posted/shipped back to us), the return/refund service that we offer is significantly better for you than the standard minimum, and it also helps to minimise the amount of return postage/delivery costs that you have to pay up-front (as the time taken for the postal service to send the items back to us is not counted in your return period as far as we are concerned).
Refunding Payments
When we receive the returned items from you, we will give you a full refund which will cover your full order charge/price (including postage and packing to you).
We will also refund the postage costs that you spent returning the items to us, but only if you contact us by email before you return the items to us and we then agree to the postal service that you will use to return the items.
We will be reasonable when it comes to your return delivery costs refund - we will refund any reasonable costs that you incurr as long as you ask/tell us about the situation before you return the items to us. If you do not consult with us before you return the items, then we can not promise to give you a refund for your return delivery costs.
Steps You Need To Take For an "Incorrect Items" Refund/Return
1. Email us telling us which items have are incorrect and in what way they're incorrect. If possible, take a picture of the incorrect items (showing the incorrect parts) as they lay in the original box. If you have access to a scanner or digital camera etc, then include the picture as an attachment in your email to us. Also please tell us which of the 3 options you wish to choose (full refund, re-order, or Java-E UK credit).
2. We will contact you to tell you our preferred return delivery option, and we will do our best to get the item delivered back to us with as little trouble to you as reasonably possible.
3. Please do not send the items back to us until we have investigated the insurance position of the courier/delivery as that may invalidate the insurance and you may therefore not get a refund if you do not return the items in the preferred way. Please note that there may be some circumstances where we will not wish to have the items returned to us (e.g. if return delivery is more expensive than the value of the items and we already have proof that they're incorrect).
4. Ensure that the items are delivered back to us in our preferred way.
5. As soon as we receive the items back from you (or if we have decided that a return is not necessary), we will issue the refund/credit or re-order the items (whichever option you have chosen).
We will be reasonable with regard to the return/refund and try to minimise any delay wherever possible and we will fully reimburse any reasonable costs that you may incurr as long as you are also reasonable and consult with us.
IMPORTANT NOTE FOR RINGS:
In the event of undamaged/as-requested/non-personalised rings being returned, we will only refund the price of the actual ring - we will not refund postage/packing costs involved in our sending you the ring, or in your returning the ring to us. We are not liable if the ring does not physically fit you purely because you have asked for the wrong ring size. We ask that you find out your size before you order any rings from us - you can do this at most high street jewellers.
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