Return & Refund Policy

Last Updated: 19 August 2026

At Guidedbydeen, we want you to be happy with your purchase. This policy explains how returns, cancellations, refunds and faulty-item claims are handled.

Nothing in this policy affects your statutory rights under applicable consumer law.

1. UK & EU Online Cancellation Rights

For eligible online purchases, customers have the right to cancel their order within 14 days of receiving their goods, without giving a reason.

The cancellation period begins the day after delivery.

Once you notify us that you wish to cancel, you have a further 14 days to return the goods.

You may cancel before your order has been dispatched. If your order has already been dispatched, you may need to follow the return process instead.

Certain products are excluded from the statutory cancellation right, including eligible personalised or bespoke items.

2. Our 30-Day Returns Policy

In addition to your statutory cancellation rights, we offer a 30-day returns period for eligible items.

To be eligible for a change-of-mind return, items should be:

• Unworn and unused

• In their original condition

• Returned with their original packaging, including boxes, pouches, tags and accessories where applicable

• Free from damage, marks or signs of wear

You may handle an item as reasonably necessary to assess its nature, characteristics and functionality, in the same way you would in a shop.

Items that have been worn, damaged or altered beyond what is reasonably necessary to inspect them may be subject to a deduction for diminished value where permitted by law.

Non-returnable items

The following may not be eligible for change-of-mind returns:

• Personalised, engraved or bespoke items

• Made-to-order items

• Gift cards

• Items specifically marked as Final Sale

These exclusions do not affect your statutory rights if an item is faulty, damaged, not as described or otherwise does not meet applicable consumer law requirements.

3. How to Return an Item

To start a return, contact us at:

support@guidedbydeen.co

Please include:

• Your order number

• The item(s) you wish to return

• The reason for your return

We will provide instructions for completing your return.

We recommend using a tracked shipping service when returning an item, as Guided by Deen cannot be responsible for returns that are lost in transit when the customer has arranged the return.

4. Return Shipping Costs

Change of mind or incorrect size

For change-of-mind returns, the customer is responsible for the cost of returning the item unless otherwise stated.

Where you exercise your statutory cancellation rights, we will refund the cost of the least expensive standard delivery option originally offered. Any additional amount paid for upgraded delivery is non-refundable.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged or incorrect, please contact us and we will arrange the appropriate remedy, including return shipping where applicable.

5. Refunds

Once your returned item has been received, we will inspect it and confirm the outcome of your return.

Refunds will be issued to the original payment method.

For statutory cancellations, refunds will be made in accordance with applicable UK consumer law. Where goods are returned, or you provide evidence that they have been sent back, refunds will generally be issued within 14 days.

Your original standard delivery charge will also be refunded where required by law. Upgraded delivery charges above the least expensive standard delivery option are not required to be refunded.

Your bank or payment provider may take additional time to make the funds available in your account.

6. Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty or not as described, please contact us as soon as reasonably possible.

Please provide:

• Your order number

• A description of the issue

• Clear photographs or videos showing the problem where applicable

You do not lose your statutory rights because you did not report an issue within a particular number of hours or days.

Where an item is faulty, your rights may include a repair, replacement, refund or other appropriate remedy depending on the circumstances and applicable law.

For goods that are faulty within the first 30 days, UK consumer law generally provides a short-term right to reject the goods and receive a full refund.

7. Exchanges

If you would like a different size, colour or style, please contact us.

Where possible, we may offer an exchange. Depending on the circumstances, you may instead be asked to return the original item and place a new order.

Your statutory rights are unaffected.

8. Personalised & Bespoke Items

Personalised, engraved, bespoke and made-to-order products may be excluded from the statutory cancellation right where the relevant legal exception applies.

If a personalised or bespoke item is faulty or does not conform to the order, your statutory consumer rights still apply.

9. Product Care & Wear

Our jewellery is designed to be cared for according to the material and finish specified on its individual product page.

Normal wear and tear, accidental damage, misuse, improper care or exposure to substances that the product is not designed to withstand may not be covered as a manufacturing defect.

Where a product is specifically described as waterproof, tarnish-resistant or hypoallergenic, please refer to the individual product description for the applicable specifications.

10. Your Statutory Rights

Nothing in this policy limits or excludes any rights you have under applicable consumer protection law.

If an item is faulty, not as described, or does not meet the standards required by law, you may have rights to a repair, replacement, refund or other remedy.

For more information about consumer rights in the UK, visit GOV.UK.

11. Contact Us

Email: support@guidedbydeen.co

Response time: Within 24 hours, Monday to Friday, excluding public holidays.