Bespoke jewellery, engraving and alterations need a shared understanding before work begins. Email contact@greign.com to discuss a request. An enquiry or appointment does not commit you to a purchase.
Your written quotation
Before you pay a deposit or authorise work, we will confirm:
- The selected stone or agreed stone specification, metal, design, size, finish and any engraving.
- The price and currency, deposit and payment stages, included revisions, and any delivery or separately payable import charges.
- The estimated production and delivery dates, and any event date we have expressly agreed to meet.
- Included reports or documentation, and any special care considerations.
- When work or material commitments begin, and how changes, cancellations and refunds are handled.
Quotation validity will be stated in the quotation. A stone is reserved only when we confirm the reservation and its conditions in writing. Renderings and sketches illustrate a design; they do not replace the agreed specification. Natural characteristics of the selected stone remain part of that individual piece.
Approving the design
Check all sizes, spelling, dates and engraving before approval. We start the agreed work after receiving the required approval and payment. A revision may affect price or timing; we will explain the change and obtain your agreement before proceeding.
We will not substitute a different stone, metal or material specification without your written approval. If the agreed design becomes impracticable, we will discuss the available options rather than proceed with an unapproved alternative.
Cancelling a commission
Contact us as soon as possible. If you cancel before we begin work or commit to materials for your order, we refund the payment, except for any separately priced consultation or design service already delivered and agreed in advance.
After work or order-specific commitments begin, we may retain only a reasonable amount reflecting agreed work completed and non-recoverable costs, to the extent permitted by law. We will provide a breakdown, take reasonable steps to reduce avoidable loss and refund any remaining balance. A deposit is not automatically forfeited in full.
Completed personalised items are ordinarily excluded from voluntary change-of-mind returns where this was disclosed before purchase. This does not remove rights for faulty, misdescribed or non-conforming work, or mandatory cancellation rights that apply to your order.
Timing and final payment
Production estimates begin after the agreed deposit, specification and approvals are complete. Late customer approvals can move the timetable; we will explain any revised estimate. If our delivery timing changes materially, we will contact you about the options and any applicable cancellation rights.
The final balance is payable at the stage stated in your agreement. We dispatch or release the piece after the agreed payment is complete. If we cannot fulfil the agreed order and you do not accept an alternative, we will refund payments for the unfulfilled order, subject to your legal rights concerning any separate service already supplied.
Fit and customer supplied items
Sizing and resizing feasibility must be agreed before production. A solid jadeite bangle or ring cannot be resized like a metal ring. Where we made the item to an incorrect size compared with the agreed specification, contact us so we can put it right. A later customer-requested size change may be chargeable.
We accept customer-owned stones or jewellery only by prior written agreement. We record the received condition and agree the scope, handling risks, any insurance arrangements and responsibility before starting work. We will not rely on a blanket waiver for loss or damage caused by our own failure to exercise required care.
The Aftercare and Warranty, Returns and Refunds Policy and your mandatory consumer rights also apply.