We offer custom jewelry and personalized accessory services. Because custom products are designed, crafted, polished, and finished according to specific customer requirements, custom orders differ from standard in-stock items.
- Order Cancellation
If a customer wishes to cancel an order and request a refund after placing it, they should contact us within 5 hours of the order placement.
We will process cancellations and refunds based on the order status, provided the order has not yet entered the production process.
Once production, processing, polishing, or other manufacturing steps have begun, orders generally cannot be cancelled, and payments made are generally non-refundable.
If the order has already incurred non-recoverable costs for materials, labor, or processing, we may be unable to provide a refund, except where otherwise required by applicable law.
- Refund Policy for Custom Products
Since custom jewelry is specially crafted based on customer-provided specifications—such as size, design, materials, surface finish, engraving, and other personalized details—the following applies:
Custom orders that have entered the production stage are generally not eligible for refunds, unless there are quality issues, manufacturing errors, or other circumstances requiring a refund or remedy under the law.
For example, the following situations generally do not constitute grounds for a refund:
Change of personal preference;
Change of design ideas;
The product is no longer needed;
The chosen size or color does not meet expectations, even though the product matches the confirmed order details;
A desire to cancel an order that has already begun production due to personal reasons.
If the product has quality issues, manufacturing errors, differs substantially from the confirmed order, or falls under other circumstances stipulated by applicable law, please contact us promptly. We will provide an appropriate solution based on the specific situation.
- Quality Issues
If the custom product you receive has quality issues or manufacturing errors, please contact us as soon as possible after discovering the problem and provide:
Order information;
Description of the issue;
Photos or videos of the product;
Other relevant information to help us assess the issue.
We may need to inspect the product to determine the nature and cause of the issue.
If we confirm that the product has quality issues for which we are responsible, we may offer appropriate solutions—such as repair, replacement, remaking, price adjustment, or a refund—depending on the specific circumstances.
This policy does not exclude or limit any statutory rights consumers may have under applicable law.
4. 30-Day Refund Request Period
For quality issues eligible for a refund or other situations where a refund may be claimed under the law, customers must contact us to submit a refund request within 30 days of receiving the product.
The 30-day period applies to the submission of eligible refund requests; it does not imply that all custom-made products are eligible for return or refund without cause within 30 days of receipt.
Eligibility for a refund will be determined based on the actual condition of the product, order details, and applicable laws.
- Refund Processing Time
Once we confirm that a refund request is eligible, we will process the refund as soon as possible.
Typically:
Refund processing time: Approximately 3–10 business days.
Refunds are usually issued to the customer’s original payment method.
The actual time it takes for funds to appear in your account depends on the payment method used and the processing speed of the bank or third-party payment service provider. A & M POLISHERS LTD cannot fully control the final processing time of third-party financial institutions.
If we have processed the refund but the funds have not been received within a reasonable timeframe, please contact us, and we can assist in verifying the status of the refund.
- Refunds After Cancellation
If a customer requests cancellation within 5 hours of placing an order and production has not yet commenced, we will process the refund based on the actual status of the order.
If the order has already entered the design, production, machining, polishing, or finishing stages, it may no longer be eligible for cancellation or a refund.
We may be unable to refund costs associated with custom materials, labor, and processing already incurred, except where otherwise required by applicable law.
- Statutory Rights
This refund policy does not limit or exclude the statutory rights consumers enjoy under applicable UK consumer protection laws.
If a product has a quality defect in the legal sense, does not match the contract description, or involves other circumstances creating legal liability, consumers may still be entitled to remedies such as repair, replacement, price reduction, or a refund.
In the event of any conflict between this refund policy and mandatory consumer rights under applicable law, the applicable law shall prevail. 8. Contact Us
To request an order cancellation or refund, or to report product quality issues, please contact us:
Email: services@am-polishers.services
Phone: +44 7702 776556
Address: 1st Floor, Office 4, 88-90 Hatton Garden, London, United Kingdom, EC1N 8PN
Please provide your order number and a description of the issue when contacting us so that we can process your request promptly.