Returns & Exchanges

Effective Date: October 25, 2026
Last Updated: October 25, 2026

1. Introduction

At BRASNETT MODE LTD, we want every customer to feel confident when purchasing jewellery from our online store.

We understand that choosing jewellery online involves personal preferences concerning style, size, colour, and fit.

This Returns & Exchanges Policy explains how customers can request a return, exchange, or refund for jewellery purchased through our official website:

https://brasnettmode.net

Our policy is designed to provide clear information about return eligibility, return procedures, refund processing, and applicable consumer rights.

Nothing in this policy excludes or limits statutory rights under UK consumer protection law.

2. Our 30-Day Return Policy

We offer a voluntary 30-calendar-day return period for eligible jewellery products.

The return period begins on the date you receive your order.

To request a voluntary return, please contact our customer service team within 30 calendar days of delivery.

Email: payment@brasnettmode.net

Please include your order number and the item you wish to return.

The voluntary return policy is separate from, and does not replace, any statutory cancellation or consumer rights.

3. Return Eligibility

For a voluntary change-of-mind return, jewellery should generally meet the following conditions:

• The return is requested within 30 calendar days after delivery.

• The product has not been worn beyond what is reasonably necessary to inspect its appearance and fit.

• The item has not been intentionally damaged or altered.

• The jewellery is returned with its original accessories and packaging where reasonably possible.

• Any applicable product-specific return conditions have been satisfied.

We may inspect returned jewellery to determine whether it meets the conditions of our voluntary return policy.

These conditions do not override statutory rights concerning cancellation, faulty goods, or products that do not match their descriptions.

4. Items That May Not Qualify for Voluntary Returns

Certain items may be excluded from our additional voluntary change-of-mind return arrangements.

Depending on the product and circumstances, these may include:

• Jewellery that has been substantially worn or used.

• Jewellery damaged through improper handling after delivery.

• Items altered or modified at the customer’s request.

• Certain personalised or custom-made jewellery.

• Products subject to a clearly disclosed hygiene-related restriction.

Any voluntary return restriction will be applied consistently with the product information and applicable law.

A restriction under our voluntary policy does not automatically remove statutory rights.

5. Earrings and Hygiene Considerations

We understand that earrings and certain body-contact jewellery may raise hygiene considerations.

For voluntary returns, we may apply additional hygiene-related conditions where these are clearly communicated before purchase.

Under UK consumer law, a statutory cancellation exception may apply to qualifying sealed goods that are not suitable for return because of health protection or hygiene reasons, where the seal has been broken after delivery.

However, not all earrings or jewellery automatically fall within this exception.

The exception applies only where the relevant legal requirements are satisfied.

Customers retain their statutory rights where jewellery is faulty, damaged, or not as described, regardless of any applicable hygiene-related restriction.

If you are uncertain whether an item is eligible for return, please contact our customer service team.

6. Personalised and Custom Jewellery

Jewellery made to a customer’s individual specifications or clearly personalised may be excluded from the statutory change-of-mind cancellation right where the applicable legal requirements are met.

Examples may include qualifying custom engravings or jewellery manufactured to an individual specification.

Standard jewellery offered in ordinary size or colour variations does not automatically qualify as personalised merchandise.

If a product is subject to a valid personalised-item cancellation exception, this should be clearly communicated before purchase.

Statutory rights relating to faulty or misdescribed products remain unaffected.

7. How to Request a Return

To request a return, please follow these steps.

Step 1 — Contact Customer Service

Email us at:

payment@brasnettmode.net

Step 2 — Provide Your Order Information

Include:

• Full name.

• Order number.

• Email address used at checkout.

• Product name.

• Reason for the return, if you wish to provide one.

Step 3 — Receive Return Instructions

For voluntary returns, our customer service team will review your request and provide the applicable return instructions.

Step 4 — Package the Jewellery

Pack the item carefully to reduce the risk of damage during return transportation.

Step 5 — Send the Return

Use the return address provided in our instructions and retain proof of postage.

For statutory cancellations, customers may exercise their cancellation rights by sending a clear statement within the applicable period. Prior return authorisation is not required to notify us of a valid statutory cancellation.

8. Return Shipping Address

Please contact our customer service team for the applicable return shipping address.

Email: payment@brasnettmode.net

Our registered business address is:

4 SUNMEAD WALK
CAMBRIDGE
ENGLAND
CB1 9YB
UNITED KINGDOM

This is our registered business address and should not automatically be treated as the return processing location.

Where required by consumer law, the applicable return address and relevant return-cost information must be disclosed before the customer enters into the purchase contract.

9. Return Shipping Costs

Change-of-Mind Returns

For voluntary change-of-mind returns, customers may be responsible for direct return shipping costs where this responsibility has been clearly disclosed before purchase.

Where applicable law requires us to bear return costs, we will do so.

Faulty or Incorrect Items

If jewellery is faulty, damaged upon arrival, or supplied incorrectly, BRASNETT MODE LTD will meet its legal obligations concerning reasonable return costs.

Customers should contact us before arranging an expensive return service so that suitable arrangements can be discussed.

We do not impose undisclosed return charges.

10. Exchanges

We understand that customers may occasionally need a different jewellery size, colour, or style.

Eligible products may be exchanged under our voluntary exchange arrangements, subject to availability.

Examples include:

• Ring size exchanges.

• Bracelet size exchanges.

• Necklace length variations.

• Different available colours.

• Alternative jewellery styles.

To request an exchange, please email:

payment@brasnettmode.net

Include your order number, the original item, and the replacement you would prefer.

Exchange requests are subject to product availability and applicable return conditions.

Where a requested replacement is unavailable, we will discuss the available options.

11. Exchange Processing

After an eligible exchange item has been received and assessed, we will arrange the next steps.

Depending on stock availability, the customer may be offered:

• A replacement in the requested size.

• A different available variation.

• Another agreed product.

• A refund where appropriate.

Any additional payment or refund resulting from a price difference will be communicated before an optional exchange is completed.

Statutory remedies for faulty or misdescribed products remain unaffected.

12. Damaged or Defective Jewellery

If your jewellery arrives damaged or defective, please contact us as soon as reasonably possible.

Email: payment@brasnettmode.net

Please include:

• Order number.

• Product name.

• Description of the issue.

• Photographs of the jewellery, where available.

• Photographs of the packaging, where relevant.

Photographs may help us assess the issue efficiently but are not an absolute requirement for exercising statutory rights.

Depending on the circumstances, customers may be entitled to a refund, repair, replacement, or other remedy under applicable law.

13. Incorrect or Missing Items

If you receive the wrong jewellery item or an incomplete order, please contact our customer service team.

Examples include:

• Incorrect ring size.

• Incorrect jewellery style.

• Wrong colour or finish.

• Missing earrings or other items.

• A product different from the description.

We will review the issue and arrange an appropriate resolution.

Where the error is our responsibility, we will meet our obligations regarding replacement, refund, and reasonable associated costs.

14. Refund Eligibility

Refunds may be issued in circumstances including:

• An eligible voluntary return.

• A valid statutory cancellation.

• Faulty jewellery.

• Incorrect products.

• Products that do not conform to their descriptions.

• Orders that cannot be fulfilled.

• Other circumstances requiring a refund under applicable law.

The amount refunded depends on the reason for the return, the applicable purchase terms, and statutory requirements.

15. Refund Processing Time

For eligible voluntary returns, we aim to review returned products and initiate approved refunds within:

5–10 business days after receipt and assessment.

For statutory cancellations, the applicable legal refund deadlines take priority.

Where the goods have been delivered, a statutory cancellation refund must generally be issued within 14 days after we receive the returned goods or receive evidence that the customer has sent them back, whichever is earlier.

Where goods have not been delivered, different statutory timing rules may apply.

Once a refund has been issued, the time taken for the funds to appear in the customer’s account depends on the payment provider or financial institution.

16. Refund Method

Refunds will normally be made using the original payment method.

If another refund method is agreed, it must comply with applicable law and must not result in an unlawful additional fee.

We do not require customers to accept store credit instead of a monetary refund where they are legally entitled to a refund.

17. Original Shipping Charges

For a valid statutory cancellation, we will refund the original standard delivery charge where required by law.

If the customer selected a more expensive delivery service than the least expensive standard delivery option offered, the additional delivery cost may not be refundable.

For voluntary returns outside statutory cancellation rights, the treatment of original shipping charges will follow the conditions disclosed before purchase.

Nothing in this section limits the remedies available for faulty, incorrect, or misdescribed goods.

18. UK Statutory Cancellation Rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers purchasing eligible goods online generally have the right to cancel within 14 days after receiving them.

For orders containing multiple items delivered separately, the cancellation period may begin when the final item is received.

Customers generally have a further 14 days after communicating cancellation to return the goods.

To cancel, send a clear statement to:

payment@brasnettmode.net

You may use the following wording:

“I wish to cancel my purchase under my statutory cancellation rights.”

Please include your order number and sufficient information to identify the purchase.

You do not need to give a reason for exercising a valid statutory cancellation right.

19. Consumer Rights for Faulty Goods

Under the UK Consumer Rights Act 2015, products must meet applicable legal standards.

Jewellery must generally be:

• Of satisfactory quality.

• Fit for its intended purpose.

• As described.

Where goods fail to meet these requirements, consumers may have statutory remedies.

These may include a short-term right to reject faulty goods within 30 days, subject to the applicable legal conditions.

Additional repair, replacement, price reduction, or final rejection rights may apply after that period.

These rights are separate from our voluntary 30-day return policy.

20. Jewellery Wear and Care

Jewellery may require appropriate care depending on its material and finish.

Customers should follow any product-specific care instructions.

General recommendations may include:

• Avoiding harsh chemicals.

• Storing jewellery carefully.

• Cleaning items using suitable materials.

• Avoiding unnecessary pressure on delicate components.

• Following product-specific moisture and cleaning guidance.

Normal wear and tear is not necessarily a product defect.

However, care recommendations do not remove legal rights where an item is faulty, misdescribed, or otherwise fails to meet statutory requirements.

21. International Returns

Customers outside the United Kingdom may request returns or exchanges in accordance with the applicable purchase terms and consumer laws.

International returns may involve additional shipping arrangements or customs documentation.

For voluntary returns, responsibility for return postage and other charges will follow the conditions disclosed before purchase and applicable law.

Customers should contact us for relevant return instructions.

Mandatory consumer protections applicable in the customer’s jurisdiction remain unaffected.

22. Return Packaging

We recommend using protective packaging when returning jewellery.

Where possible, include relevant accessories and product packaging.

The purpose of suitable packaging is to reduce the risk of damage during transportation.

For statutory cancellation returns, customers may be responsible for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, subject to applicable law and required disclosures.

Missing original packaging does not automatically remove statutory cancellation or faulty-goods rights.

23. Refund and Return Disputes

If you disagree with a return or refund decision, please contact our customer service team.

We will review the relevant information and explain the basis for the decision.

Customers may provide additional information or evidence to support their request.

We aim to handle disputes fairly and in accordance with applicable consumer protection law.

Nothing in this policy prevents customers from pursuing legal remedies available to them.

24. Customer Service

For all return, exchange, and refund enquiries, please contact:

BRASNETT MODE LTD

Registered Business Address:

4 SUNMEAD WALK
CAMBRIDGE
ENGLAND
CB1 9YB
UNITED KINGDOM

Website: https://brasnettmode.net

Customer Service Email: payment@brasnettmode.net

Telephone: +44 7883404547

Customer Service Hours:

Monday – Friday: 9:00 AM – 5:00 PM (UK Time)

Saturday, Sunday & UK Public Holidays: Closed

General Response Target: 1–2 business days.

25. Changes to This Policy

We may update this Returns & Exchanges Policy to reflect changes in our operations, product range, or legal requirements.

Any updated version will be published on our website with a revised date.

Changes will not retrospectively remove statutory rights or alter existing contractual rights without a lawful basis.

Customers should review the current policy before making new purchases.

Shop Jewellery With Confidence

At BRASNETT MODE LTD, we want our customers to enjoy a clear and convenient shopping experience.

Whether you are selecting a necklace, bracelet, ring, or pair of earrings, we aim to provide transparent return information and helpful customer support.

If you need assistance with a return, exchange, or refund, please contact our team.

BRASNETT MODE LTD — Jewellery for Every Expression of Style.

© 2026 BRASNETT MODE LTD. All Rights Reserved.