Refund policy

Last updated: 23/05/2026

We hope you love your purchase. If something is not quite right, this policy explains your options.

Your right to cancel (online orders)

Under the Consumer Contracts Regulations 2013 you have the right to cancel your online order within 14 days of receiving it, without giving a reason. To cancel, email us at enquiries@sandsandfagans.co.uk with your order number.

You then have a further 14 days to return the goods to us at:

Siddle Ltd t/a Sands & Fagans
16 Devonshire Street
Penrith
Cumbria
CA11 7SR

We will refund the cost of the goods and the original standard delivery charge (if any) within 14 days of receiving the returned items or proof of return. Refunds are made to the original payment method.

You are responsible for the cost of returning the goods unless the item is faulty, damaged or incorrect.

Condition of returned items

To be eligible for a refund, items must be:

- Returned in their original packaging
- Unused, unworn and in resaleable condition
- Complete with any tags, labels or accessories supplied

We recommend obtaining proof of postage as we cannot be responsible for items lost in transit on the way back to us.

Items we cannot accept back

For hygiene, safety or practical reasons, the following cannot be returned unless faulty:

- Pierced jewellery and earrings
- Personalised, engraved or made-to-order items
- Food and edible items
- Gift cards and vouchers
- Services that have already been performed, including ear piercing and permanent (welded) jewellery

This does not affect your statutory rights for faulty or misdescribed goods.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged in transit or is not what you ordered, please contact us within 14 days of delivery at enquiries@sandsandfagans.co.uk with photos of the issue and your order number.

We will offer a replacement, repair or full refund (including original delivery and return postage costs).

Under the Consumer Rights Act 2015 you have additional statutory rights to reject faulty goods within 30 days of delivery.

Bookable services

Where you have booked a service (ear piercing, permanent jewellery, summer sparkle events) and payment is taken in store, no online refund applies. Please contact us at least 24 hours before your appointment if you need to cancel or reschedule.

Contact us

For any return or refund queries, email enquiries@sandsandfagans.co.uk.