Refund policy

This returns policy does not affect your legal rights.

We believe that you will be delighted with your purchase, but there may be occasions where you feel it necessary to return an item. If you wish to return your purchase, please email us as at hello@makesouthwest.org.uk or call us on 01626 832223 as soon as possible to arrange the return. We aim to keep the process as simple as possible.

If you believe that the Goods may be faulty, misdescribed, incorrect or damaged on delivery, please contact us by telephone, email, or in writing giving a full account of the alleged defect, within 7 working days of the date on which you receive the Goods. If it appears to us from your report that the Goods are defective, we would ask you to send the items back to us in their original packaging and we will reimburse you the cost of the postage.

We reserve the right to inspect the goods and to verify that the Goods are defective and those defects are attributable to the Goods supplied as claimed by you. If it does not appear to us that the Goods returned to us are faulty, incorrect, misdescribed or were damaged on delivery to you, we shall return the Goods to you and you shall be charged for the reasonable cost for return postage and re-delivery. If you do not accept re-delivery of Goods returned to you hereunder, we reserve the right to charge you for any consequential storage costs reasonably incurred by us.

If it appears to us that Goods returned to us are indeed defective, we shall, at your request: (i) deliver replacement Goods of similar quality and specification, free of charge, provided that the Goods have not been modified or subject to misuse or negligence OR (ii) arrange for a full refund of any prepayments by crediting your debit or credit card used to make the original payment within 30 days of you giving notice of rejection, provided that the Goods were faulty, misdescribed, incorrect or damaged on delivery and have not been subsequently modified or subject to misuse or negligence. A refund of any monies paid will be made only for the goods made available to us for collection.

We require that all Goods being returned are securely packed and suitably boxed. We recommend that the original packaging is used where possible. We cannot provide additional packaging or boxes for any returning items. You will be responsible for the item or items until they reach us. For your own protection we suggest that you use a secure delivery method which requires a signature upon delivery.

We cannot accept returned earrings due to hygiene reasons.