Returns, Refounds & Cancellations Policy

Last updated: 24 September 2026

We want customers to feel confident when purchasing from Theta & Co.

Your rights depend in part on whether you have purchased a standard item or a bespoke/personalised item.

Standard Items

For eligible standard, non-personalised goods purchased online, you may have the right under UK consumer law to cancel your purchase within 14 days after receiving the goods.

If applicable, after notifying us of cancellation you must return the goods in accordance with the applicable legal requirements and the instructions we provide.

Items must be appropriately protected when returned.

You may be responsible for the cost of returning an unwanted item unless the item is faulty, incorrect or otherwise required by law to be returned at our cost.

Bespoke and Personalised Jewellery

Jewellery made to a customer’s specifications or clearly personalised is generally excluded from the statutory change-of-mind cancellation right.

This may include:

  • bespoke jewellery;

  • personalised engraving;

  • pieces manufactured specifically to an approved customer design;

  • significantly customised pieces; and

  • other jewellery clearly personalised for the individual customer.

Once production has started on such a piece, it normally cannot be cancelled or returned simply because the customer changes their mind.

Faulty, Incorrect or Misdescribed Goods

The above exclusions do not affect your statutory rights.

If an item is faulty, materially different from its description, incorrect or does not otherwise comply with applicable consumer rights legislation, please contact us at thetaandco@outlook.com.

We may request photographs or other information so that we can assess the issue.

Where appropriate, we will provide the remedy required by applicable law, which may include repair, replacement or refund.

Return Authorisation

Before returning jewellery, please contact thetaandco@outlook.com quoting your order number.

Because jewellery can be high value, we strongly recommend using an appropriately insured and tracked delivery service for any authorised return.

Please do not return high-value jewellery using an uninsured postal method.

Refunds

Where a refund is due, it will ordinarily be made to the original payment method.

Processing times may vary depending on the payment provider.

Any refund rights under this policy operate in addition to your statutory rights.