Refund & Returns Policy

Last updated: 3 September 2026

At Tonsai, we want you to love your jewellery. If you change your mind about an online purchase, or if something isn't right with your order, please contact us and we'll help.

This policy applies alongside your legal consumer rights.

1. Your legal cancellation rights

For most online purchases made by UK consumers, you have the right to cancel your order within 14 days of receiving the goods without giving a reason.

If you cancel under these statutory rights, you normally have a further 14 days to return the goods.

These rights are subject to certain legal exceptions.

2. International customers

If you purchase from outside the United Kingdom, you may have additional or different mandatory consumer rights under the laws of your country or region.

Nothing in this policy is intended to exclude, restrict or replace any consumer rights that cannot legally be excluded or restricted in your jurisdiction.

Where mandatory local law provides you with greater rights than those described in this policy, those rights will continue to apply.

3. How to request a return

Please contact us before returning an item.

Email: Tonsai.jewellery@outlook.com

Please include:

• Your name;

• Order number;

• The item(s) you wish to return; and

• The reason for your return, where relevant.

We will provide return instructions.

4. Change-of-mind returns

For a standard change-of-mind return, the item should be returned in an appropriate condition and handled with reasonable care.

You may inspect an item as you reasonably would in a shop. However, applicable law may allow us to reduce a refund where the item's value has been reduced by unnecessary handling.

5. Return postage

For a change-of-mind return, you are generally responsible for return postage unless applicable law requires otherwise or we have agreed to cover the cost.

We recommend using a tracked service and keeping proof of postage.

6. Refunds

Where you are legally entitled to a refund, we will process it in accordance with the applicable law.

For UK statutory cancellations, we will normally refund the price paid and the cost of standard delivery originally selected, subject to the applicable legal rules.

If you selected a more expensive delivery option, the additional cost above standard delivery may not be refundable where permitted by law.

Refunds will normally be made using the original payment method.

7. Faulty, damaged or incorrectly supplied items

If your jewellery arrives faulty, damaged or is not what you ordered, please contact us as soon as reasonably possible.

Please provide your order number and photographs where appropriate.

Depending on the circumstances and the law applicable to your purchase, you may be entitled to a repair, replacement, price reduction, refund or other remedy.

Your statutory consumer rights are not affected.

8. Bespoke and personalised jewellery

Where an item has been made specifically to your requirements or personalised at your request, statutory change-of-mind cancellation rights may not apply where the applicable law provides an exception for personalised or made-to-order goods.

This does not remove your rights where the item is faulty, damaged, not as described or otherwise does not comply with applicable consumer law.

9. Hygiene-related products

Certain pierced jewellery may be subject to hygiene-related restrictions once a relevant hygiene seal or packaging has been opened, where permitted by applicable law.

This does not affect your legal rights regarding faulty, damaged or incorrectly supplied goods.

10. Handmade and natural materials

Our jewellery is handmade and may contain natural materials.

Individual pieces may therefore vary in colour, pattern, texture, shape and appearance.

Natural variations that are consistent with the product description are not necessarily defects.

11. Sale items

Sale or discounted items retain the same statutory consumer protections as full-price items.

A reduced price does not remove your legal rights where goods are faulty, incorrectly supplied or otherwise fail to comply with applicable law.

12. Exchanges

We may offer exchanges where appropriate.

If you would prefer an exchange rather than a refund, please contact us before returning your item.

13. Your statutory rights

Nothing in this policy excludes or limits any statutory consumer rights that apply to you.

This includes mandatory rights under UK law and, where applicable, mandatory consumer protections in other countries or regions.