Guarantee, Returns and Exchanges
Table of Contents
1. Symbols Jewellery Guarantee:
Symbols Jewellery is very confident in the quality of our product stands behind our product. We have a 100% satisfaction guarantee behind our service and products.
2. Symbols Jewellery Return and Exchange Policy:
If for any reason, you are not completely satisfied with our product (we will be surprised :o but) we will exchange it for another product from our collection OR issue a store credit for the comparable value; if it is reported to us (in writing) within 14 days of delivery.
If your item is received damaged or incorrect, (it will be the 1st mistake we ever made ;-) but) we will refund the purchase price (via the method of payment); if it is reported to us (in writing) within 7 days of delivery.
3. Contact Symbols Jewellery:
4. Return/Exchange Procedure: (SEE RETURN AND EXCHANGE CONDITIONS)
a) Contact Symbols Jewellery at www.symbolsjewellery.co or email at firstname.lastname@example.org within 14 days of the date of delivery. We will respond to your request within 24- 48 hours via email and provide a return authorization number or RA number.
b) Return the item(s) to us in its original condition and packaging (see below), with a copy of the packing slip. The item(s) must be received by Symbols Jewellery within 10 days from the issuing date of the RA number (see below).
c) When we receive the product, a credit or exchange decision will be made, depending on the situation.
d) Note that during the holidays this process will require extra processing time.
5. Return and Exchange Conditions:
A Return Authorisation (RA) number must be requested within 14 days from the date of delivery. Thereafter, all sales are final.
All returns must be received by Symbols Jewellery within 10 days from the issuing date of the RA number otherwise the package will be returned to sender or subject to a 30% restocking fee and the difference applied towards a store credit. Item(s) returned without an RA number from Symbols Jewellery will be investigated and either be returned to sender or subject to a 30% restocking charge with a store credit.
The restocking fee and store credit is not a penalty but a way to offset the costs involved with the time and labor it takes to investigate an unauthorized return.
Shipping charges are non-refundable (except if we messed up).
Please note store credits expire after one year.
6. Items must be returned in new condition:
All products must be returned in its original (as received) NEW condition. Any visible signs of wear including and not limited to scuffing, scratching, dulling of the finish or tarnishing makes the item unsaleable. Items must be returned with all tags and packaging in tack, in the condition received and fit for resale. Any product received worn, damaged, damaged in return shipping or without its original tags and packaging or otherwise not fit for resale will be subject to a 50% restocking charge and issued a store credit only.
7. Damages and Defects:
If by some bad magic, you receive damaged or defective product, we will apologise profusely and will refund the purchase price (via the method of payment); if it is reported to us (in writing as above) within 7 days of delivery.
We will not credit shipping costs that exceed the original order's shipping charges so do not send your return via an express service (unless you received it that way). Return packaging fees are not reimbursable.
Normal wear and accidental damage is not considered a defect. Sterling Silver and gold are soft metals. This means rings commonly become bent or misshapen. Even day-to-day wear can do this, since the heat of the hand is sufficient to soften the metal further. This is not considered a defect in quality. Our quality control is very strict. Items are never shipped tarnished. (It may not look shiny if the item description states that the item has an antique or patina finish). Items that tarnish during wear are not considered damaged or defective (see causes of tarnishing below).
8. Shipment of returns/exchanges to us:
For your own protection when returning product we advise that you return your purchase to us via an established insured courier. Please retain a copy of your original receipt for your records. Symbols Jewellery will not be held responsible for any items damaged or lost in transit. Any return package received unsealed, opened or damage will not be accepted and returned to sender. The customer assumes responsibility for insuring the return shipment and filing the claim for lost or damaged returns. Shipping and packaging costs are non-refundable.
9. Claims of Non Receipt or Lost Packages:
All tracking numbers are emailed automatically immediately upon shipping. Claims of lost packages or non-receipt of package must be made within 5 days of receipt of shipping notice. All packages are shipped insured and will be immediately replaced by Symbols upon notification. Symbols Jewellery is not liable and cannot issue a refund for lost or non-receipt of package claims made more than one day after our courier has confirmed delivery.
10. Cancellation and Order Changes:
Please note that once an order is confirmed we are unable to cancel it, change quantities or apply promotion codes. Once you have received notice your order has shipped we are unable to alter shipping information or method. Any changes to the shipping address must be made through the courier directly by the purchaser once it has shipped. We do not take any responsibility for lost packages due to incorrect shipping information as provided by the purchaser. In the event we are able to cancel an order there is a TT$75 cancellation fee to cover credit card processing and reversal charges. We make no guaranteed on the ability to cancel an order. Please check your order carefully at check out.
Symbols Jewellery cannot be held responsible for unforeseen circumstances such as a direct result of disasters and or weather conditions that prevent us or our courier from shipping orders as scheduled.
We reserve the right to cancel an order due to unforeseen circumstances such as an order error.
We do not and cannot hold orders under any circumstance. We reserve the right to cancel or verify any order we deem suspicious.
11. Duty, Taxes and Customs Brokers Fees:
Just about everything individuals import into Trinidad is subject to the Value Added Tax (VAT) of 12.5 percent. The VAT is calculated after customs duties have been applied. Fees may be charged by customs brokers to get packages processed through Customs. All of these are included in the purchase price indicated on our website (along with the cost of the item and some small change for profit).
12. Order Processing Timing:
All orders must be placed by 9 a.m. EST, Monday through Friday to be sent out that day.
All orders placed after 9 a.m. on Friday or any time on Saturday or Sunday will be processed and shipped on Monday.
13. Back Ordered items:
Any order placed that includes a back ordered item will be held until the back ordered item is in stock and ready to ship. We cannot and do not split orders. If you are ordering more than one item that includes a back ordered item and you do not want the whole order held you must place a separate order for the back ordered item. Back Ordered and Special Ordered items generally ship within 1-3 weeks.
14. Multiple shipping addresses:
At this time we suggest you open an account with us so that your personal information can be retained for simplifying multiple orders. In order to ship to multiple addresses at this time you must place separate orders.
15. Promotional Codes:
Promotional code must be entered at checkout and are only applicable to online purchases. Offer cannot be applied to gift certificates, gifts by the month, and shipping, or previous or pending purchases. No price adjustments on previous purchases. Offers cannot be combined with any other offers. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of discount and to modify or cancel this promotion due to system error or unforeseen problems. Offers do expire and can be limited to a one time use.
16. Images of Our Products (how things look):
Images of jewellery may appear differently from one computer monitor to another. This has to do with variations in display capabilities and settings on different monitors and is completely out of our control. To avoid ordering product that is not what you expected please read the full item description. We try very hard to be as descriptive as possible with regard to every piece of jewelry so as to provide our customers with an accurate idea of what they will receive.
17. Clearance Items and Special Orders:
Please note all clearance items, personalized Symbols Jewellery and special orders are non-refundable and are final sale or subject to store credit only. All Special Orders are subject to a 30% restocking fee and a store credit only.
18. High Value Orders:
High value orders (orders over TT $3,500.00 are deemed high value by our Courier Company) are subject to a 30% restocking fee upon return. All high quantity orders (orders exceeding 10 items or more) or corporate gift orders of high quantity are subject to a 30% restocking fee upon return.
19. Christmas Gifts and Purchases:
Our Christmas extended return policy means all gifts purchased between November 22nd and December 24th can be returned or exchanged up until or by January 7th. After January 7th all sales are final. We will not accept any Christmas returns or exchanges on purchases made between November 22nd and December 24th after January 7th. All returns must be received within 14 days of the issuing of the RA number. Thereafter all sales are final.
PLEASE ALLOW EXTRA PROCESSING TIME FOR RETURNS AND EXCHANGES DURING ALL HOLIDAY SEASONS.
We reserve the right to substitute pictured chain according to market availability with a comparable chain of equal or greater value.
21. Causes of Tarnishing:
Some individuals have a natural high acidity level in their skin, it is possible for skin (a finger, neck, etc.) to "turn green" from silver or gold jewelry, or for silver jewelry to blacken especially when the weather is hot and humid. The green is caused by oxidation. All silver will oxidize (it's also what gives silver a tarnished look). There are some costume jewelry items that cause the same effect. Most of them contain nickel. It is not poisonous in small quantities but it can provoke an allergic reaction in some individuals. This "green finger effect" and the tarnishing of silver may also be an allergic reaction to alloy elements in sterling silver or gold.
In some cases, the alloys, used to make jewelry more durable, may react with your body chemistry, chemicals in the air and household chemicals such as soap, salt (salt water) and sun tan lotion causing a harmless green or black discoloration on the skin, which can be easily removed with soap and water, silver cleaner or with a polish cloth. For this reason, some silver jewelry and white gold jewelry is plated with rhodium, which serves as a defensive layer and prevents any allergic reaction.
22. Safety Notice:
All children, especially those under 3 years of age need close adult supervision when wearing any type of jewelry since jewelry often contains small parts which may be choking hazards. Necklaces may present strangulation hazards. Please ensure that all jewellery be removed from children when left unattended. Remove all jewelry before napping, riding in a car seat, bath-time, unattended playtime, or bedtime. We cannot be held responsible for allergic reactions to various metals used in jewelry.