Refund policy

Refund and Return Policy

We want you to be happy with your purchase. This policy explains how to cancel an order, return an item and receive a refund. It sits alongside your statutory rights as a consumer and does not limit them.

Your Right to Cancel

If you are a consumer in the United Kingdom or the European Union, you have the right to cancel your order within 14 days of receiving it, without giving a reason. To cancel, email hello@ascendjewellery.shop with your order number before that period expires.

If your order has not yet been dispatched we will cancel it and refund you in full. If it has already been dispatched, please return the item using the process set out below.

30-Day Return Window

In addition to the statutory cancellation period above, we accept returns for up to 30 days from the date you receive your item.

Return Conditions

  • Items must be unworn and unused, with any tags attached and in their original packaging.
  • All components and any free gifts included with the order must be returned.
  • Items must not have been damaged through misuse after delivery.

How to Start a Return

  1. Email hello@ascendjewellery.shop with your order number, a photograph of the item and a short description of the reason for the return.
  2. Our team will reply within 24 to 48 hours (Monday to Saturday) with a return authorisation and the correct return address.
  3. Send the item back using a tracked service and give us the tracking number.

Please wait for your return authorisation before sending anything back, as we cannot guarantee that unauthorised returns will reach us.

Return Shipping Costs

Where an item is faulty, damaged or incorrect, or where you are exercising your statutory right to cancel, we cover the cost of return shipping. For returns made for any other reason, the customer is responsible for return postage.

Faulty, Damaged or Incorrect Items

Please inspect your order as soon as it arrives. If anything is defective, damaged in transit or not what you ordered, contact us within 48 hours of delivery with photographs and we will arrange a replacement or a full refund, including all shipping costs.

Non-Returnable Items

  • Custom-made or personalised items.
  • Earrings and other pierced jewellery, for hygiene reasons, once the sealed packaging has been opened.

These exclusions do not apply where an item is faulty, damaged or incorrect, and they do not affect your statutory rights.

Refunds

Once we receive and inspect your return we will email you to confirm whether it has been approved. Approved refunds are issued to your original payment method within 10 business days of approval, and in any event within 14 days of us receiving the returned item. Your bank or card issuer may need additional time to post the refund to your account.

If 15 business days have passed since we confirmed your refund and you have still not received it, please contact hello@ascendjewellery.shop.

Cancelling Before Dispatch

If you need to change or cancel an order, email us as soon as possible. We process orders quickly, so we cannot guarantee that a cancellation request will reach us before dispatch, but we will always do our best.

Contact

DONELL E-COMMERCE HK LIMITED
RM 1302, 13/F Tung Lee Industrial Building, 9 Lai Yip Street, Kwun Tong, Hong Kong
Business Registration Number: 81015260
Email: hello@ascendjewellery.shop