Refunds & Returns Policy

Last updated: 23 October 2026

At Casañor, every piece of jewellery is carefully created or selected, with many designs handmade individually or produced in limited quantities.

As a small independent business, we take pride in the time, craftsmanship and attention that goes into our jewellery.

We encourage customers to review product descriptions, photographs, measurements and materials carefully before purchasing.

1. Our Returns Policy

All sales are final, except where statutory cancellation or consumer rights apply.

Casañor does not offer voluntary change-of-mind returns, refunds or exchanges beyond those required by law.

This includes purchases made online and at our markets, subject to the different statutory rights that apply to each type of purchase.

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

2. Earrings and Hygiene

For hygiene reasons, Casañor does not offer voluntary returns or exchanges on pierced earrings.

We ask customers to consider their purchase carefully and review all product details before ordering.

If you are considering returning earrings under an applicable statutory cancellation right, please avoid wearing or trying them on.

For earrings purchased online, statutory cancellation rights remain applicable where required by law.

If earrings are returned having been worn or handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may make a deduction for any resulting reduction in value where permitted by law.

This policy does not restrict your rights if earrings are faulty, damaged, incorrectly supplied or not as described.

3. Online Purchases and Your Right to Cancel

Under UK consumer law, customers purchasing eligible goods online generally have the right to cancel their order within 14 days of receiving the goods, without providing a reason.

To exercise this right, you must notify Casañor of your decision to cancel within the applicable cancellation period.

Please email hola@casanor.co.uk with your name, order number and the item you wish to return.

Once you have notified us, you normally have a further 14 days to return the goods.

Customers are responsible for the direct cost of returning goods when exercising their statutory change-of-mind cancellation right, unless otherwise required by law or agreed by Casañor.

We recommend using a tracked postal service and retaining proof of postage.

4. Condition of Returned Items

Where a statutory cancellation right applies, customers may inspect jewellery to establish its nature, characteristics and functioning, as they reasonably would in a shop.

Please handle jewellery carefully and, where possible, return it with its original packaging and any accompanying components.

If an item has been handled beyond what is necessary for inspection, Casañor may make a deduction from the refund to reflect any resulting reduction in value, where permitted by law.

This may include damage, excessive handling or evidence of wear that reduces the item's resale value.

Original packaging is preferred but is not, by itself, a condition of exercising a statutory cancellation right.

5. Bespoke, Custom-Made and Personalised Jewellery

Casañor accepts a limited number of bespoke commissions, subject to availability.

Before production begins, customers must approve the agreed design, price and estimated production timeframe in writing.

Jewellery genuinely made to a customer's individual specifications or clearly personalised is not eligible for the ordinary 14-day change-of-mind cancellation right where the applicable legal exemption applies.

This may include jewellery created to a unique design or personalised requirements specifically agreed with the customer.

A product is not automatically exempt simply because it is handmade, produced in small quantities or made after an order has been placed.

Where the exemption applies, this will be communicated before the order is confirmed.

If you wish to cancel a bespoke commission, please contact us as soon as possible so we can explain any applicable rights and agreed cancellation arrangements.

Your statutory rights remain unaffected if bespoke jewellery is faulty or does not match the agreed specifications.

6. Faulty, Damaged or Incorrect Items

We carefully check jewellery before dispatch. However, if something is wrong with your order, please contact us.

If an item arrives faulty, damaged, incorrectly supplied or materially different from its description, email: hola@casanor.co.uk

Please include your order number, a description of the issue and photographs where reasonably possible.

We appreciate customers contacting us promptly, ideally within 14 days of delivery, so we can investigate and resolve any problems quickly.

This requested notification period does not limit your statutory consumer rights.

Under the Consumer Rights Act 2015, customers may be entitled to remedies including:

• A refund under the short-term right to reject qualifying faulty goods, generally within 30 days.

• Repair or replacement where applicable.

• A price reduction or refund in circumstances provided by law.

Consumer rights may continue beyond the initial 30-day period, depending on the circumstances.

Where an item is faulty, Casañor may offer a repair or replacement where appropriate and available. However, we will not require a replacement instead of a refund where the customer is legally entitled to one.

Casañor will cover reasonable return costs for faulty or incorrectly supplied goods where required by law.

7. Handmade Jewellery and Natural Variations

Casañor jewellery may feature handmade ceramics, glass beads, natural stones, pearls, crystals and other artisanal materials.

Due to the nature of these materials and the handmade production process, slight variations may occur in:

• Colour and pattern

• Shape and texture

• Stone markings

• Ceramic finishes

• Bead placement

• Dimensions and overall appearance

These variations contribute to the individual character of each piece and are not necessarily manufacturing defects.

We make reasonable efforts to ensure that product photographs and descriptions accurately represent the jewellery being sold.

Nothing in this section excludes your rights where a product is faulty, materially different from its description or does not meet applicable consumer standards.

8. Returns and Exchanges at Markets

Casañor regularly attends markets and events where customers can view and purchase jewellery in person.

Purchases completed in person at a market are final, and we do not offer change-of-mind returns or exchanges.

This does not affect statutory rights relating to faulty, misdescribed or incorrectly supplied products.

If you purchase jewellery through our website and arrange to collect it at a market, the statutory cancellation rules applicable to online purchases will generally continue to apply.

9. How to Arrange a Return

If you need to exercise a statutory cancellation right or report a problem with your order, please contact: hola@casanor.co.uk

Include:

• Your full name

• Order number, if available

• Product details

• Reason for contacting us, if reporting a fault

• Photographs, where helpful and reasonably available

We will provide the appropriate return instructions and return address.

Please do not send jewellery to an address found online without first confirming the correct return arrangements.

You do not need Casañor's approval to exercise a statutory cancellation right. You must, however, notify us within the applicable cancellation period.

10. Return Shipping Costs

For eligible change-of-mind cancellations, customers are responsible for the direct cost of returning their jewellery.

For faulty, damaged, incorrectly described or incorrectly supplied products, Casañor will cover reasonable return costs where required by law.

If you believe your item is faulty, please contact us before arranging return postage so we can provide suitable instructions.

Customers should retain proof of postage until the return has been resolved.

11. Refund Processing

Where a customer validly exercises a statutory online cancellation right, Casañor will refund the payments required by law.

This includes the original standard delivery charge where applicable.

If you selected a delivery service more expensive than our least expensive standard delivery option, the additional delivery cost is not normally refundable.

Refunds will be processed without undue delay and within the applicable statutory timeframe.

For goods being returned following cancellation, we may withhold the refund until we receive the goods or you provide evidence that you have sent them back, whichever occurs first.

Refunds will normally be issued using the original payment method unless you expressly agree otherwise.

No refund administration fee will be charged.

Where a lawful deduction for diminished value applies, this will be explained.

12. Gift Cards

Casañor gift cards are available in selected denominations and custom values, subject to the options displayed at purchase.

Gift cards are generally valid for 12 months from the date of purchase, except where applicable law requires a longer validity period or otherwise restricts expiry.

Gift cards are not ordinarily exchangeable for cash simply because the purchaser or recipient has changed their mind.

However, statutory cancellation, refund and consumer rights that apply to gift card purchases remain unaffected.

Where goods purchased using a gift card are refunded, the relevant value may be restored to a gift card where lawful and consistent with the applicable refund rights.

For assistance with gift cards, please contact hola@casanor.co.uk.

13. International Orders

Casañor may accept orders from selected countries outside the United Kingdom.

International customers may have mandatory cancellation, return or refund rights under laws applicable to their purchases.

Nothing in this policy is intended to exclude or restrict rights that cannot legally be limited.

For international returns, please contact us before sending any goods so that we can provide appropriate instructions.

14. Contact Us

For questions about cancellations, returns, exchanges or refunds, please contact:

Casañor

Operated by Ingrid Chavez Jimenez 

Email: hola@casanor.co.uk 

Website: www.casanor.co.uk

Return instructions and the appropriate return address will be provided by email.