Refunds Policy

Rock Water Studio’s Refunds Policy

This page sets out all details relating to our money back guarantee. 

Important Update:  Due to policy changes in the payment processing platforms that allow Rock Water Studio to accept credit card payments, any refunds will be minus the transaction fees incurred by Rock Water Studio for the purchase being refunded. The transaction fee usually amounts to around 3% of the purchase value.

1. All items, excluding “Custom Designed”, “Made to order” and “Custom Made To Order” items, are supplied with a 14 day money back guarantee provided that they are returned within 14 days and in the condition sent, along with the original packaging and paperwork.

2a. Requirements for “Custom Designed”, “Made to order” and “Custom Made To Order” items are confirmed by the payment of a non-refundable deposit of 50% of the agreed final price.

2b. Requirements for creations “Available on backorder” (also referred to as “Backordered”) are confirmed by payment in full which is non-refundable.

2c. For some “Custom Designed” items, a Design Fee of 450EUR is required. Refunds are not payable on this fee unless the customer confirms to appoint Rock Water Studio to create their “Custom Designed” item (as set out in 2a above), in which case the 450EUR is refunded against the final price.

3. For all returns, items must be returned by the appropriate Special Delivery with a tracking number and insured according to their purchase price.

4. Refunds are not payable on returned uninsured lost items. Return postage must be paid by the customer.

5. We will then arrange a refund or exchange for goods up to the purchase price.

6. We only deliver products to customers in the United Kingdom and Northern Ireland, Europe, United States of America, Australia, New Zealand and Canada. For exceptional cases where arrangements are made for products to be delivered to customers in countries other than these, the Refund Policy does not apply.

6. Due to hygiene reasons we are unable to accept the return of earrings. We are also unable to accept the return of rings and other jewellery which have been specifically engraved at the customer’s request.

7. If goods are exchanged these goods are not subject to the Money Back Guarantee (unless this has been specifically agreed beforehand by Rock Water Studio).