If your purchase is not right for you, email contact@greign.com with your order number. We offer a 14-calendar-day change-of-mind return window for eligible items. Separate rights apply if an item is faulty, damaged or not as described.
Change of mind
Ask for a return within 14 calendar days after delivery. Count the day after delivery as day one. Once we send the return instructions, hand the parcel to the agreed carrier within 7 calendar days, unless we agree otherwise. A delay in our reply will not make a request submitted on time ineligible.
Eligible items must be unworn apart from a careful indoor fitting, unaltered and in the condition received. Return the original presentation box, any tags supplied, certificates, accessories and any gift supplied specifically with that item. Keep tags attached where fitted.
The original order number, receipt or another reasonable proof of purchase is required. Missing packaging or documentation may affect a voluntary return; contact us first so we can explain the position. Original packaging is not a condition for a valid faulty-item claim.
Items with special conditions
The following are excluded from our voluntary change-of-mind policy where the exclusion was clearly disclosed before purchase:
- Bespoke, personalised, engraved or customer-requested resized items.
- Made-to-order pieces produced to your individual specification.
- Pierced earrings after a hygiene seal has been opened, where supplied sealed and identified before purchase as subject to this restriction.
- Items clearly marked “final sale” before purchase.
A standard catalogue item is not automatically excluded merely because it was ordered in for you. A promotion or reduced price also does not make an item final sale unless that condition was stated before purchase. Any applicable mandatory cancellation or return rights take priority over these voluntary exclusions.
These exclusions do not limit your rights where goods are faulty or not as described. A natural stone’s disclosed characteristics do not excuse damage or a material discrepancy.
How to return an item
- Email your order number, the item and whether you want a refund or exchange. You do not need to give a reason for an eligible change-of-mind return. For a fault, describe the issue and include photographs if available.
- We will confirm the return address and suitable shipping instructions. Please contact us before sending jewellery, so we can help arrange safe transit. An unannounced return does not automatically invalidate your legal rights.
- Pack the piece securely in its protective box inside a sturdy outer parcel. Include the order reference and the contents listed above. Do not write the value or advertise jewellery on the outside.
- Use the agreed tracked service and retain proof of posting. For valuable jewellery, confirm the service covers jewellery up to its full value; some ordinary parcel policies exclude it.
Please do not send returns to the business address unless our return instructions specifically tell you to do so.
Who pays the costs
For change-of-mind returns, you pay the return shipping and any cover needed. The original delivery charge actually paid is not refundable under our voluntary policy, except where the law requires otherwise. If delivery was complimentary, we do not deduct an invented outbound delivery charge. We do not charge a restocking fee for an eligible return.
For an item confirmed as faulty, damaged on arrival, incorrect or not as described, we cover reasonable necessary return costs and the costs of the remedy required by law. Contact us before paying for shipping so we can arrange a suitable service.
When you choose and arrange your own return carrier, you are responsible for packing and transit under our voluntary returns process until receipt. If we supply the return label or arrange collection and you follow the packing instructions, we handle carrier claims. This allocation does not override mandatory consumer rights.
Refunds and exchanges
We aim to inspect and decide on a returned item within 7 business days of receipt. We will email the outcome and explain any issue rather than make an unexplained deduction. Once approved, we initiate the refund within 3 business days. Any shorter legal deadline applies.
Refunds go to the original payment method and cover the amount paid for the returned item after discounts. Your bank or payment provider controls when the credit appears; it may take a further 5–10 business days. If it has not appeared after that, contact us for the refund reference. Exchange-rate differences or bank charges are set by the payment provider.
Exchanges depend on availability. We will confirm any price difference and delivery cost before proceeding. If your preferred item is unavailable, you can choose an eligible refund. We will not substitute another stone without your agreement. Gift recipients can contact us using the order or gift receipt; money refunds go to the original payer.
Faulty damaged or incorrect items
Contact us as soon as you discover a problem and stop wearing the item if continued use could cause further damage. Tell us what happened and keep any detached parts. Photos help, but an unboxing video is not required.
We will assess whether a repair, replacement, price reduction or refund is appropriate under applicable law. Where a repair or replacement is required, it must be provided within a reasonable time and without significant inconvenience. If it is impossible or cannot reasonably resolve the issue, other legal remedies may apply. Store credit is offered only if you agree to it.
The 14-day change-of-mind window, “final sale” labels, missing packaging and the expiry of a commercial warranty do not remove rights you have under consumer law.