1. Purpose of this policy

 

This policy explains how online order cancellations, returns, refunds, faulty goods, and exclusions are handled.

 

This policy applies to purchases made through our website. It does not replace your statutory rights.

 

2. Your right to cancel an online order

 

For most online purchases, you have the right to cancel your order without giving a reason.

 

You must tell us that you want to cancel within **14 days after the day you receive your goods.**

 

After you tell us you want to cancel, you then have **14 days to return the goods.**

 

To cancel or start a return, contact us using:

Email: info@thegoldcentre.com  
Telephone: 0121 233 2071

 

Please include your order number, name, contact details, and details of the item you want to return.

 

3. Returns address

 

Returns should be sent to:

Gold Centre Jewellers Ltd  
32–46 Branston Street  
Birmingham  
B18 6BP

 

Please contact us before returning an item so we can identify your order and process your return promptly.

 

Please include your order number, name, contact details, and reason for return inside the parcel.

 

4. Condition of returned items

 

Returned items must be in the same condition as received, unless they are being returned because they are faulty, damaged, incorrect, or not as described.

 

Items should be unworn, unused, undamaged, and returned with any original packaging, certificates, tags, labels, or documents supplied with them.

 

You are responsible for taking reasonable care of the goods while they are in your possession.

 

5. Return postage

 

Unless the item is faulty, damaged, incorrect, or not as described, you are responsible for the cost of returning the item to us.

 

We recommend using a tracked and insured delivery service suitable for the value of the item. Jewellery should be packed securely.

 

We are not responsible for returned items that are lost or damaged in transit before they reach us.

 

6. Refunds

 

Refunds will be made to the original payment method where possible.

 

Where you cancel an eligible online order, we will refund the price paid for the returned item and the standard delivery charge where required by law.

 

We may withhold the refund until we have received the goods back or you have provided evidence that you have returned them.

 

We may reduce the refund if goods have been handled beyond what is necessary to inspect them, or if they are returned damaged, worn, altered, incomplete, or missing supplied packaging, tags, certificates, or documents.

 

Refunds will be processed as soon as reasonably possible and within the timescales required by law.

 

7. Items excluded from change-of-mind returns

 

Some items cannot be returned for a change of mind unless they are faulty, not as described, or not fit for purpose. This includes:

• bespoke, made-to-order, personalised, altered, engraved, or resized items;

• earrings and other pierced jewellery where the hygiene seal or packaging has been opened or tampered with;

• items that show signs of wear, damage, alteration, or use after delivery.

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This does not affect your statutory rights.

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8. Pre-owned and vintage items

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Some pre-owned and vintage items may show signs of age, wear, previous repair, or natural variation.

 

We describe these clearly on the product page and show them in the product images where possible.

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If you buy a pre-owned or vintage item, please check the description, photographs, dimensions, condition notes, and hallmarks before ordering.

 

You may still return eligible online purchases under this policy, unless the item has been personalised, altered, resized, engraved, or otherwise excluded.

 

This does not affect your statutory rights if the item is faulty, not as described, or not fit for purpose.

 

9. Faulty, damaged or incorrect items

 

If your item is faulty, damaged, not as described, or not fit for purpose, please contact us as soon as possible with your order number and details of the issue. We may ask for photographs or other information to help us assess the problem.

 

Where goods are confirmed to be faulty, damaged, incorrect, or not as described, we will offer a suitable remedy in line with your statutory rights. This may include a repair, replacement, refund, or other appropriate resolution depending on the circumstances.

 

Nothing in this policy affects your statutory rights.

 

10. Exchanges

 

Where possible, we may offer an exchange. Exchanges are subject to stock availability and product suitability.

 

If an exchange is not available, we may offer a refund or another appropriate resolution.

 

11. Contact us

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Gold Centre Jewellers Ltd, trading as Rockc Jewellers
Email: info@thegoldcentre.com  
Telephone: 0121 233 2071  
Postal address: 32–46 Branston Street, Birmingham, B18 6BP

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Last updated: 23 Jun 2026