Refund and Warranty Guide

Refund and Warranty Guide

At WM ONEIL LTD, we want you to be completely satisfied with your purchase. If for any reason you’re not happy with your jewelry or if your item has a defect, we’re here to help. Please read our Refund and Warranty policies below to understand how we handle returns, exchanges, and product warranty.

1. Refund Policy

We offer a 30-day return and refund policy for most items, giving you peace of mind with every purchase.

Eligibility for Refunds

• 30-Day Return Window: You can return items within 30 days of receiving your order.

• Condition of Item: The item must be unused, unworn, and in original condition. It must also be in its original packaging with all tags intact.

• Exclusions:

  • Personalized or customized jewelry is non-returnable unless the item is defective.

  • Sale or discounted items may not be eligible for a refund (unless otherwise stated).

How to Return an Item for a Refund

1. Contact Customer Support: Please contact our customer service team at payment@wmoneil.com with your order number and the reason for your return.

2. Return Authorization: Once we receive your request, we will provide you with a return authorization and further instructions, including the return shipping address.

3. Return the Item: Ship the item back to us within 7 days of receiving the return authorization. Please use secure packaging to avoid damage during transit. Return shipping costs may be the responsibility of the customer unless the return is due to a defective product.

4. Refund Processing: After we receive and inspect the returned item, we will issue a refund to the original payment method. Please allow 5-7 business days for the refund to appear on your account, depending on your bank.

Refund Exceptions

• Shipping Fees: Original shipping costs are non-refundable, unless the return is due to an error on our part (e.g., incorrect item sent).

• Damaged or Defective Items: If you received a damaged or defective item, we will cover the return shipping costs and issue a full refund or replacement, as per your preference.

2. Warranty Policy

We stand behind the quality of our jewelry. Each item is crafted with care and attention to detail. Our jewelry is covered by a 1-year warranty against defects in material or workmanship.

What is Covered by the Warranty?

• Manufacturing Defects: The warranty covers defects in the materials and craftsmanship of your jewelry, such as broken clasps, faulty settings, or gemstones falling out (within normal use).

• General Wear and Tear: The warranty does not cover damage caused by accidents, misuse, improper care, or wear and tear from regular use. Examples of such damage include scratches, discoloration, or tarnishing.

• Incorrect Sizing: If you ordered the wrong size, we offer exchanges as per our Returns & Exchanges Policy, but resizing is not covered under the warranty.

How to Make a Warranty Claim

1. Contact Us: If you believe your jewelry is defective, please contact us within 12 months of receiving your product at payment@wmoneil.com with the following details:

   • Order number

   • Description of the defect or issue

   • Photos of the product showing the defect

2. Warranty Evaluation: Our team will evaluate your claim based on the provided photos and description. In some cases, we may ask you to send the item back for further inspection.

3. Repair or Replacement: If the issue is covered by the warranty, we will offer you a repair or replacement of the defective item, or we will issue a full refund.

What is Not Covered by the Warranty?

• Normal Wear and Tear: Jewelry naturally undergoes wear and tear over time. The warranty does not cover damage from regular use, such as scratches, tarnishing, or fading.

• Improper Care: Damage caused by improper cleaning, accidental dropping, exposure to harsh chemicals, or exposure to water may not be covered.

• Custom or Personalized Items: If the issue is due to a custom engraving or personalization, the warranty may not apply.

3. How to Care for Your Jewelry

Proper care and maintenance can prolong the life of your jewelry. Here are some tips to help you keep your pieces in perfect condition:

• Store jewelry separately: Store your jewelry in a clean, dry place, away from other items that may cause scratches or damage.

• Avoid exposure to chemicals: Keep jewelry away from perfume, lotions, hair products, and household cleaners, as these can damage the surface of the metal or gemstones.

• Clean gently: Use a soft cloth to clean your jewelry. If necessary, use a gentle solution of warm water and mild soap to clean it. Avoid using harsh cleaning agents or abrasive materials.

• Remove jewelry during physical activities: Take off your jewelry before swimming, exercising, or handling harsh chemicals to prevent damage.

4. How to Contact Us

If you have any questions regarding our Refund and Warranty policies, or if you need assistance with a return, exchange, or warranty claim, please don’t hesitate to contact our customer support team.

• Email: payment@wmoneil.com

• Phone: +44 7453 181713

• Business Hours: Monday to Friday, 9:00 AM to 5:00 PM (GMT)

Thank you for shopping with WM ONEIL LTD! We’re committed to offering the finest jewelry and exceptional customer service. Your satisfaction is our top priority, and we’re here to assist you with any questions or concerns.