Returns and cancellations

The short version

Bought from the shop

Fourteen days to change your mind, from the day it arrives. No reason needed. Send it back unused and in its case and we refund what you paid, including the standard delivery you paid to receive it.

Made, engraved or altered for you

No right to cancel once work has begun. This is the ordinary position in law for anything made to a customer’s specification, and it exists because nobody else can use it.

Faulty, or not as described

A separate right, and a stronger one. Thirty days to reject it outright, and a repair or replacement after that. It applies to commissions as much as to stock.

Changing your mind about something from the shop

Under the Consumer Contracts Regulations 2013 you have fourteen days from the day the piece arrives to tell us you are cancelling, and a further fourteen days from telling us to send it back.

You do not have to give a reason. Write to byappointment@cleave.com, or telephone, or send a letter — any clear statement will do, and you may use the form at the foot of this page if it is easier.

Sending it back. By insured and tracked post, declaring the value honestly. The cost of return is yours unless the piece was faulty or not as described, in which case it is ours. Until it reaches us it is your responsibility, which is why it should be insured.

Getting your money back. Within fourteen days of the piece reaching us, by the same means you paid. We refund the price and the standard delivery charge you paid to receive it. If you chose a faster delivery than our standard, the difference is not refunded.

Handling it. You may examine a piece as you would in a shop. If it has been worn, engraved, resized or damaged beyond that, we may reduce the refund to reflect what it is now worth.

Why a commission cannot be cancelled

The fourteen-day right does not apply to goods made to your specification or clearly personalised. That is the law, and in our case it is also simply true: a badge engraved with one person’s name, a ring drawn around one hand, a star made for one appointment — none of it can be sold to anybody else.

So we do not take a commission lightly, and neither should you. Nothing goes to the bench until you have approved the drawing. Up to that point you may stop, and we will return the deposit less what has actually been spent on materials and drawing. After it, the piece is being made and the commitment is real.

If we have got something wrong against the approved drawing, that is a fault and the rights below apply in full.

If something is faulty or not as described

Under the Consumer Rights Act 2015 anything we sell must be of satisfactory quality, fit for purpose and as described.

• Within thirty days: reject it and have your money back.
• After thirty days: we will repair or replace it. If that cannot be done, or is not done in reasonable time, you may have some or all of your money back.
• Return postage is ours in either case.

This applies to commissioned work as much as to stock. A piece that leaves this workshop should not fail, and if one does we would rather know.

Pieces that cannot be returned

Beyond commissions and personalised work, there is one other: a piece sold from the Vault is one of one. It can be returned under the fourteen-day right like anything else held in stock — the point is simply that we cannot replace it, so a refund is the only remedy available.

Cancellation form

You do not have to use this. Any clear statement will do.

To Cleave & Company Limited, 1 Buckingham Place, London SW1E 6HR, byappointment@cleave.com:

I hereby give notice that I cancel my contract of sale for the following goods:

Ordered on / received on:

Name:

Address:

Signature (only if sending this on paper):

Date:

If you are unhappy

Tell us first. If we cannot settle it between us, nothing here affects your statutory rights or your ability to take the matter further.

byappointment@cleave.com, marked for the attention of Sanay Shah.