Returns & Refunds

7. Bespoke Orders – Manufacture, Cancellation & Returns

7.1 Commencement of Manufacture

• Manufacture commences only upon receipt of: (a) written design approval from the Client; and (b) cleared full payment — unless the Client holds a valid Credit Account with Vulcan, in which case Manufacture may commence upon written design approval in accordance with the agreed credit terms.
• Once Manufacture has commenced, the order is considered confirmed and binding. A production commencement email may be issued for confirmation, but is not a condition of Manufacture having commenced.

7.2 Cancellation Prior to Manufacture

• The Client may cancel a Bespoke order at any time before Manufacture commences.
• In the event of pre-Manufacture cancellation, any CAD design fee paid is non-refundable. Any balance payment made (excluding the design fee) will be refunded within 14 days.

7.3 Cancellation After Manufacture Commences

• Once Manufacture has commenced, Bespoke orders are non-cancellable and the full order value is payable.
• Vulcan operates as a trade manufacturer. It is understood and accepted that the Client will be reselling or distributing finished items through their normal retail or trade channels. This use is expressly permitted and does not require separate written consent.
• In exceptional circumstances only, and entirely at Vulcan's sole discretion, Vulcan may agree to accept the return of a completed Bespoke item. In such cases, a credit note or refund of no more than 25% of the total order value may be offered, with the balance retained to cover unrecoverable design, labour, material, and overhead costs. This does not create any right of return, and Vulcan is under no obligation to offer any refund or credit.

7.4 Tolerances & Handmade Variation

• All Bespoke jewellery is handcrafted. Slight variations in weight (up to +/- 5%), stone dimensions, and surface finish are inherent to the manufacturing process and do not constitute a defect or grounds for refund or replacement. Such variation shall not entitle the Client to reject the Goods, cancel the order, demand a remake, or withhold payment.
• Colour representation in CAD renders may vary from the finished item due to screen calibration, metal finish, and lighting. Such variation is not a defect.
• Vulcan will not accept returns or issue refunds based solely on minor cosmetic variation falling within normal handmade tolerances.

11. Returns – Non-Bespoke Items

• Non-Bespoke items may be returned within 14 calendar days of receipt, provided the item is undamaged, unaltered, and returned in its original packaging with proof of purchase and a written return request.
• Returns must be agreed in writing with Vulcan prior to dispatch. Unauthorised returns will not be accepted and may be returned to the Client at their cost.
• Return postage and insurance are the Client's responsibility unless the item is confirmed as faulty by Vulcan upon inspection.
• Upon receipt and inspection, Vulcan will issue a credit note or refund at its discretion. Refunds may be reduced or refused if the item shows signs of wear, alteration, or damage.

12. Faulty Goods

• The Client must notify Vulcan of any fault in writing within 5 business days of receipt, or within 5 business days of the fault first becoming reasonably apparent, whichever is later. Notification must be made by email to info@vulcanjewellery.com with a written description and photographic evidence. Claims made outside this window may not be accepted.
• Vulcan will inspect the item and, where a manufacturing fault is confirmed, will provide an appropriate remedy at its discretion, which may include repair, replacement, rework, or credit note, depending on the nature of the fault and stock availability.
• Faults arising from misuse, accidental damage, third-party repair or alteration, or normal wear and tear do not qualify under this clause.
• As these Terms govern business-to-business transactions, the Consumer Rights Act 2015 does not apply. The applicable framework is the Sale of Goods Act 1979 and the Supply of Goods and Services Act 1982 (as amended).