Your Right to Cancel
If you are a UK or EU consumer, you have the legal right to cancel your online order within 14 days of receiving your goods, without giving a reason, unless an exemption applies (see below).
To exercise your right to cancel, you must inform us by email at
sales@urbanpizazz.com
within 14 days of delivery.
Once you have notified us of cancellation, you have a further 14 days to return the item.
Conditions for Returns
Returned items must:
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Be unworn, unused, and in resaleable condition
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Be returned with original packaging and any tags intact
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Include proof of purchase
You are responsible for return postage costs unless the item is faulty or incorrect.
Items returned without prior authorisation will not be accepted.
We reserve the right to refuse a return or apply a deduction in value where items show signs of wear, damage, or use beyond what is reasonably necessary to inspect the goods.
Deduction for Use
In accordance with UK and EU consumer law, we may reduce your refund to reflect any diminished value of the goods if they have been handled beyond what is necessary to establish their nature, characteristics, and functioning.
This includes items that show signs of wear, damage, or heavy use.
Promotional Items & Free Gifts
Where an order includes a promotional item or free gift (including but not limited to jewellery or earrings), the promotional item must be returned with the main item for a full refund to be processed.
If a promotional item is:
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Not returned, or
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Returned in an unsaleable condition, or
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Returned with hygiene packaging opened (where applicable, such as earrings)
we reserve the right to deduct the full retail value of the promotional item from the refund amount.
This does not affect your statutory rights and or where required by law.
Hygiene & Non-Returnable Items (Legal Exemptions)
Under UK & EU consumer law, the right to cancel does not apply to certain items for hygiene and health protection reasons.
Earrings are non-returnable once the hygiene seal or original sealed packaging has been opened or removed.
Sale or clearance items are not automatically excluded from returns and remain subject to statutory consumer rights, unless an item is clearly marked as non-returnable at the point of sale or falls under a legal exemption.
The following items are non-returnable unless where required by law:
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Personalised or made-to-order products
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Gift cards
Faulty, Damaged or Incorrect Items
Your statutory rights are not affected.
If an item is faulty, damaged, or incorrect, please contact us as soon as possible at
sales@urbanpizazz.com
In accordance with the Consumer Rights Act 2015, we will offer a replacement or refund where appropriate.
Return postage costs for faulty or incorrect items will be covered by us.
Rings
If an incorrect ring size is ordered, we accept returns for exchange or store credit only.
Refunds are not available for incorrect sizing.
This does not affect your rights and or where required by law.
Watches
If you receive a faulty watch, please notify us as soon as possible.
We will arrange a replacement once the faulty item has been returned.
This applies for up to 6 months from the date of delivery, unless a longer warranty is stated on the product description page.
Your statutory rights remain unaffected.
Refunds & Store Credit
Where a return is approved:
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Statutory cancellations (within 14 days) will be refunded to the original payment method, in line with legal requirements
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Goodwill returns outside statutory rights will be issued as store credit
Approved refunds or store credit will be processed within 5 business days of approval.
If you have not received your refund or store credit within 15 business days, please contact us at
sales@urbanpizazz.com
International Orders
For customers outside the UK & EU, jewellery purchases are non-returnable and non-refundable, except where required by law, in accordance with applicable consumer protection laws.
Contact Us
For all online returns, cancellations, or enquiries, please contact:
sales@urbanpizazz.com
Changes to This Policy
We reserve the right to amend or update this Returns & Refunds Policy at any time to ensure ongoing compliance with UK and EU consumer legislation or to reflect changes to our business practices.
Any updates will apply only to orders placed after the date the revised policy is published and will not affect your statutory rights.
