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Replate, Repair, Resize And Refresh terms

These service terms ('Replate, Repair, Resize And Refresh terms') set out the legal terms that apply to your use of our replate, repair, resize and/or refresh terms services ('Replate, Repair, Resize And Refresh terms').

Capitalised terms used but not defined shall have the respective meanings given to them in the Master Terms of Service. 

Replate, Repair, Resize And Refresh Services

Services

Our Replate Service allows you to re-plate your jewellery via our trusted network of approved goldsmiths. We may also appraise your jewellery to tell you how much it is worth ('Appraised Value'). 

Our Repair Service allows you to repair or alter your jewellery via our trusted network of approved goldsmiths.

Our Resize Service allows you to resize jewellery via our trusted network of approved goldsmiths.

Our Refresh Service allows you to clean and polish jewellery via our trusted network of approved goldsmiths.

Further details are set out on the Website as may be updated from time to time. 

Provision of Replate, Repair, Resize And Refresh Services

We will provide the Replate, Repair, Resize And Refresh Services within the period set out on our Website or otherwise agreed with you during the order process. We will do all that we reasonably can to provide the Replate, Repair, Resize And Refresh Services within the period agreed with you. If there might be a delay before we can start or restart the Replate, Repair, Resize And Refresh Services, we will email you to let you know as soon as reasonably possible. 

Orders, prices and payment

Availability All orders are subject to availability. We cannot guarantee that our Replate, Repair, Resize And Refresh will be available at any given time or in the country in which you live. 

Order acceptance Acceptance of your order by us takes place when you have submitted your order via the Website and received a confirmation email from us. Upon sending your jewellery to us, you are consenting to the relevant alterations being made and this consent cannot be withdrawn. We reserve the right not to accept your order if, for example, the Replate, Repair, Resize And Refresh have been withdrawn or are otherwise not available, or we are unable to obtain authorisation for your payment, or you do not meet the eligibility criteria (e.g. you are under 18). 

Prices Prices for the Replate, Repair, Resize And Refresh are set out on our Website, or as otherwise agreed with us in writing during the order process. All prices include VAT at the applicable rate. 

Payment You must pay for the Replate, Repair, Resize And Refresh in advance. We will take payment at the time the contract been us has been concluded in accordance with section 2.2. 

Delivery services

Your obligations

The cost of our Replate, Repair, Resize And Refresh Services includes postage of your jewellery from you to us and then back to you again. We also cover the cost of insuring your jewellery whilst it is in transit but you must do the following in order for us to do so: 

  • Take a photo of your jewellery just before you send it to us (we may need you to send this to us in the unlikely event something goes wrong in transit); 
  • You follow the instructions we send to you (e.g. you apply the address label appropriately and you package the jewellery securely using the kit we send you);
  • Complete any information required by our delivery partner (e.g. indicating the value of your jewellery); and
  • Keep secure the proof of postage you receive from our delivery partner when sending your jewellery to us. 

Return of your jewellery When we send your jewellery back to you, it will be insured in transit. For our any Service, the insured value will be the Appraised Value. 

Title and risk

Title Your jewellery will remain your property during the course of us providing the Replate, Repair, Resize And Refresh Services.

Risk We become responsible for your jewellery when you hand it to our delivery partner in accordance with section 3.1 above. We shall remain responsible for your jewellery until it is returned back to you. 

Liability

In the event something goes wrong (for example, we lose your jewellery or damage it beyond repair), our maximum liability to you is a cash refund, equivalent to the value of your jewellery. The value will be as stated on the information you provide to our delivery partner (see section 3.1(c)) or the Appraised Value.

Cancellation 

Cancelling orders Orders for our Replate, Repair, Resize And Refresh Services cannot be cancelled once you have posted jewellery to us. Please see further information below on cancelling your order under the CCRs:

Depending on where you live, you may have a legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ('CCRs') or equivalent consumer legislation.  You may exercise your CCR right to cancel during the 14-day cooling-off period, provided that you do so before sending jewellery to us. By sending us your jewellery before the 14-day cooling-off period has expired, you are requesting that we provide the Replate, Repair, Resize And Refresh Services and you will no longer be able to exercise your CCR right to cancel.

To cancel a contract, you must clearly inform us, by email at customerservice@finematter.com, giving us your name, address and order reference or by completing and returning the cancellation form at the end of the Master Terms of Service and sending it by email to customerservice@finematter.com. It will only be possible to cancel a contract if you have not yet sent us your jewellery.

If you cancel your order in accordance with section 6.1(b) above and before sending us your jewellery, we shall issue you with a refund in accordance with our Returns & Claims Policy.  

Complaints

We must provide the Replate, Repair, Resize And Refresh Services to you with reasonable care and skill. If a service is not carried out with reasonable care and skill, you can ask us to repeat the service, fix the issue or get some money back if we cannot fix it. However, if you have a problem, please let us know using our Contact Us page. This is a summary of some of your key rights and are in addition to your cancellation rights as set out above.