Returns & Refunds

Last updated: 19 August 2026

1. OUR RETURNS POLICY

We want you to be happy with your purchase from Your Silver. If you change your mind about an item, or there is a problem with your order, please contact us and we will be happy to help.

This Returns & Refunds Policy applies to purchases made through the Your Silver website.

Nothing in this policy affects your statutory rights as a consumer.

2. CANCELLATION AND CHANGE-OF-MIND RETURNS

If you are a consumer purchasing through our website, you generally have the legal right to cancel your order without giving a reason.

You must notify us of your decision to cancel within 14 calendar days of receiving your order.

You can notify us by emailing:

sales@yoursilver.shop

Please include your order number and, where possible, details of the items you wish to return.

Once you have notified us that you wish to cancel, you must return the goods to us without undue delay and normally within 14 calendar days of notifying us.

You are responsible for the cost of returning goods when cancelling an order because you have changed your mind, unless otherwise agreed by us.

3. CONDITION OF RETURNED ITEMS

Items returned because of a change of mind should be returned in the same condition in which they were supplied.

Where reasonably possible, items should remain unused, unassembled, unaltered, undamaged and in their original packaging.

You may handle goods to the extent necessary to establish their nature, characteristics and functionality, in the same way that you would reasonably be able to inspect them in a shop.

If goods have been used, assembled, altered, damaged or otherwise handled beyond what is reasonably necessary to inspect them, we may be entitled to make an appropriate deduction from the refund to reflect any reduction in the value of the goods, where permitted by law.

Items that have been permanently altered, incorporated into jewellery or otherwise modified by the customer may not be suitable for return in their original condition. Please contact us before returning such items so that we can advise you.

4. ITEMS THAT CANNOT BE RETURNED

Our products are supplied as pre-existing stock and are not normally made to order or customised.

Where an item has been specifically customised or made to the customer's specifications, any applicable statutory exceptions to cancellation rights will apply.

This does not affect your statutory rights where goods are faulty, damaged, incorrectly supplied or otherwise do not conform to the contract.

5. FAULTY, DAMAGED OR INCORRECT ITEMS

If you receive an item that is faulty, damaged in transit, materially different from the item ordered, or otherwise does not conform to the contract, please contact us as soon as reasonably possible at:

sales@yoursilver.shop

Please provide your order number and a description of the problem. Photographs may be requested where appropriate to help us investigate the issue.

Where the problem is our responsibility, we will arrange an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a replacement, repair, price reduction or refund.

We will cover reasonable return postage costs where the return is required because we supplied the wrong item, the item was damaged before delivery, or the item is otherwise faulty or not as described.

Where we are responsible for the return, we will provide a suitable pre-paid return method where appropriate.

6. INSPECTION OF RETURNED ITEMS

Returned items may be inspected before a refund or replacement is issued.

This inspection may include checking that:

The returned items are the same products that were supplied.
The quantity returned corresponds with the quantity supplied.
Where applicable, the length, weight or pack quantity corresponds with the original order.
The items have not been damaged, altered or substituted.
The condition of the goods is consistent with the reason given for the return.

This is particularly important for jewellery-making supplies that are sold by weight, length, quantity or pack size.

These checks are carried out to protect both the customer and Your Silver from accidental or fraudulent returns.

7. RETURN POSTAGE

For change-of-mind returns, the customer is responsible for the cost of returning the goods to us.

Where an item is faulty, damaged, incorrectly supplied or otherwise not in accordance with the contract, we will cover the reasonable cost of returning the item.

We recommend obtaining proof of postage when returning goods, particularly for higher-value orders. Your Silver cannot accept responsibility for goods that are lost while being returned to us until they have been received.

8. REFUNDS

Once returned goods have been received and inspected, we will process any applicable refund without undue delay and in accordance with applicable consumer law.

For a standard change-of-mind cancellation, refunds will normally be made within 14 days of receiving the returned goods, or, where applicable, receiving satisfactory evidence that the goods have been sent back.

Refunds will normally be made using the same payment method used for the original purchase, unless another method has been agreed with you.

Where a consumer exercises their statutory right to cancel an online order, we will refund the cost of the standard delivery service originally paid for. If a more expensive delivery service was selected, the additional cost of that service will not normally be refundable.

9. REFUNDS FOR PARTIAL RETURNS

If you return only part of an order, we will refund the applicable value of the returned items.

Any delivery charge that was dependent upon the total value of the original order may be affected where applicable.

Where a promotional offer, discount or free-delivery threshold was dependent upon the items being retained, the refund may be adjusted to reflect the terms of that offer, subject always to your statutory rights.

10. BUSINESS CUSTOMERS

If you are purchasing from Your Silver wholly or mainly for business purposes, you may not have the same statutory cancellation rights that apply to consumers.

Returns from business customers are therefore subject to the circumstances of the individual order and any applicable contractual or statutory rights.

If you are a business customer and wish to return an item, please contact us at sales@yoursilver.shop before sending anything back.

11. HOW TO REQUEST A RETURN

To request a return or cancellation, please contact:

Your Silver
Email: sales@yoursilver.shop

Please provide:

Your name
Order number
The item(s) you wish to return
The reason for the return, where applicable
Any relevant details regarding the problem

We will provide return instructions and, where appropriate, a return address.

Please do not send items back without contacting us first, as this may delay the processing of your return.

12. YOUR STATUTORY RIGHTS

Nothing in this Returns & Refunds Policy is intended to limit, exclude or replace any rights you may have under applicable UK consumer protection legislation.

In particular, consumers retain their statutory rights relating to goods that are faulty, not as described, not fit for purpose or otherwise fail to conform to the contract.

Where there is any conflict between this policy and your statutory rights, your statutory rights will prevail.

RETURNS & REFUNDS

Last updated: 19 August 2026

1. OUR RETURNS POLICY

We want you to be happy with your purchase from Your Silver. If you change your mind about an item, or there is a problem with your order, please contact us and we will be happy to help.

This Returns & Refunds Policy applies to purchases made through the Your Silver website.

Nothing in this policy affects your statutory rights as a consumer.

2. CANCELLATION AND CHANGE-OF-MIND RETURNS

If you are a consumer purchasing through our website, you generally have the legal right to cancel your order without giving a reason.

You must notify us of your decision to cancel within 14 calendar days of receiving your order.

You can notify us by emailing:

sales@yoursilver.shop

Please include your order number and, where possible, details of the items you wish to return.

Once you have notified us that you wish to cancel, you must return the goods to us without undue delay and normally within 14 calendar days of notifying us.

You are responsible for the cost of returning goods when cancelling an order because you have changed your mind, unless otherwise agreed by us.

3. CONDITION OF RETURNED ITEMS

Items returned because of a change of mind should be returned in the same condition in which they were supplied.

Where reasonably possible, items should remain unused, unassembled, unaltered, undamaged and in their original packaging.

You may handle goods to the extent necessary to establish their nature, characteristics and functionality, in the same way that you would reasonably be able to inspect them in a shop.

If goods have been used, assembled, altered, damaged or otherwise handled beyond what is reasonably necessary to inspect them, we may be entitled to make an appropriate deduction from the refund to reflect any reduction in the value of the goods, where permitted by law.

Items that have been permanently altered, incorporated into jewellery or otherwise modified by the customer may not be suitable for return in their original condition. Please contact us before returning such items so that we can advise you.

4. ITEMS THAT CANNOT BE RETURNED

Our products are supplied as pre-existing stock and are not normally made to order or customised.

Where an item has been specifically customised or made to the customer's specifications, any applicable statutory exceptions to cancellation rights will apply.

This does not affect your statutory rights where goods are faulty, damaged, incorrectly supplied or otherwise do not conform to the contract.

5. FAULTY, DAMAGED OR INCORRECT ITEMS

If you receive an item that is faulty, damaged in transit, materially different from the item ordered, or otherwise does not conform to the contract, please contact us as soon as reasonably possible at:

sales@yoursilver.shop

Please provide your order number and a description of the problem. Photographs may be requested where appropriate to help us investigate the issue.

Where the problem is our responsibility, we will arrange an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a replacement, repair, price reduction or refund.

We will cover reasonable return postage costs where the return is required because we supplied the wrong item, the item was damaged before delivery, or the item is otherwise faulty or not as described.

Where we are responsible for the return, we will provide a suitable pre-paid return method where appropriate.

6. INSPECTION OF RETURNED ITEMS

Returned items may be inspected before a refund or replacement is issued.

This inspection may include checking that:

The returned items are the same products that were supplied.

The quantity returned corresponds with the quantity supplied.

Where applicable, the length, weight or pack quantity corresponds with the original order.

The items have not been damaged, altered or substituted.

The condition of the goods is consistent with the reason given for the return.

This is particularly important for jewellery-making supplies that are sold by weight, length, quantity or pack size.

These checks are carried out to protect both the customer and Your Silver from accidental or fraudulent returns.

7. RETURN POSTAGE

For change-of-mind returns, the customer is responsible for the cost of returning the goods to us.

Where an item is faulty, damaged, incorrectly supplied or otherwise not in accordance with the contract, we will cover the reasonable cost of returning the item.

We recommend obtaining proof of postage when returning goods, particularly for higher-value orders. Your Silver cannot accept responsibility for goods that are lost while being returned to us until they have been received.

8. REFUNDS

Once returned goods have been received and inspected, we will process any applicable refund without undue delay and in accordance with applicable consumer law.

For a standard change-of-mind cancellation, refunds will normally be made within 14 days of receiving the returned goods, or, where applicable, receiving satisfactory evidence that the goods have been sent back.

Refunds will normally be made using the same payment method used for the original purchase, unless another method has been agreed with you.

Where a consumer exercises their statutory right to cancel an online order, we will refund the cost of the standard delivery service originally paid for. If a more expensive delivery service was selected, the additional cost of that service will not normally be refundable.

9. REFUNDS FOR PARTIAL RETURNS

If you return only part of an order, we will refund the applicable value of the returned items.

Any delivery charge that was dependent upon the total value of the original order may be affected where applicable.

Where a promotional offer, discount or free-delivery threshold was dependent upon the items being retained, the refund may be adjusted to reflect the terms of that offer, subject always to your statutory rights.

10. BUSINESS CUSTOMERS

If you are purchasing from Your Silver wholly or mainly for business purposes, you may not have the same statutory cancellation rights that apply to consumers.

Returns from business customers are therefore subject to the circumstances of the individual order and any applicable contractual or statutory rights.

If you are a business customer and wish to return an item, please contact us at sales@yoursilver.shop before sending anything back.

11. HOW TO REQUEST A RETURN

To request a return or cancellation, please contact:

Your Silver Email: sales@yoursilver.shop

Please provide:

Your name

Order number

The item(s) you wish to return

The reason for the return, where applicable

Any relevant details regarding the problem

We will provide return instructions and, where appropriate, a return address.

Please do not send items back without contacting us first, as this may delay the processing of your return.

12. YOUR STATUTORY RIGHTS

Nothing in this Returns & Refunds Policy is intended to limit, exclude or replace any rights you may have under applicable UK consumer protection legislation.

In particular, consumers retain their statutory rights relating to goods that are faulty, not as described, not fit for purpose or otherwise fail to conform to the contract.

Where there is any conflict between this policy and your statutory rights, your statutory rights will prevail.

Your Silver
Email: sales@yoursilver.shop