Happiness Guaranteed
Our Happiness Guaranteed policy is designed to give customers complete confidence when shopping with Abbott Lyon. Whether something’s gone wrong or just isn’t quite right, we’ll do our best to make it right.
1 year returns
Key Terms:
- Customers may return any non-custom item within 1 year of purchase, provided it is in resellable condition (the 1-year time frame starts from the date of purchase).
- Custom jewellery is supported under the Personalisation Promise (see below).
- Earrings can be returned once per customer per year, if unworn. If you ordered a bundle (set) containing multiple pairs of earrings, only 1 can be returned.
- Returns must be unworn, and sent in original packaging.
- £2.49 will be deducted from the refund for return label postage.
- Resolutions may include store credit, exchange, or refund, depending on the situation.
Exclusions:
- Modified items
- Items not in original packaging
- Custom items (these are covered under the Personalisation Promise T&Cs)
- E-gift card
- Gift packaging
- Advent calendars
Personalisation Promise
We know how meaningful a personalised piece can be, and if it doesn’t arrive just right, our Personalisation Promise means we’ll make it right, hassle-free. No fuss, just a simple exchange to get you the piece you truly love.
Key Terms:
- Applies only to personalised jewellery.
- Eligible for a one-time exchange (no refund possible) within 30 days of receipt.
- Item must be unworn and returned in original packaging.
- Exchange will be issued as store credit, minus original delivery fee and £2.49 return label deduction.
- No refunds are given under this policy.
- Only one exchange per item. Items bought with CSPP-issued credit are not eligible for further exchanges.
- Replacement jewellery follows standard custom production 14–21-day creation timeline
Exclusions:
- Modified items
- Items not in original packaging
- Damaged or faulty items
LyonGuard
LyonGuard is our premium protection plan, giving you 10 years of cover and priority support for just £10. It’s total peace of mind for your favourite Abbott Lyon pieces.
Key Terms:
- Available for £10 at checkout and must be purchased with your order.
- Covers manufacturing faults, plating defects and fading within normal use.
- Change-of-mind returns are not covered.
- Claims require valid proof of purchase and photographic or video evidence.
- £10 fee is non-refundable.
- Coverage is non-transferable and only covers the items on the order to which it was added.
- Previous orders or future orders without the LyonGuard added won’t be covered under this policy.
- Customers receive priority support line to Customer Services with emails answered within 3 hours during working hours.
- Replacement custom jewellery follows standard production 14–21-day creation timelines.
- If our Customer Service team approves your warranty claim, you will receive either a replacement (like-for-like, or the closest equivalent if the original item is no longer in our catalogue) or a store credit to select an alternative item. The provisions of the Consumer Rights Act 2015 will still apply.
- If we issue you a store credit, please ensure you order only one item when using this store credit, so we can accurately maintain your 10-year warranty coverage.
- If you wish to purchase additional items beyond the value of your store credit, please place a separate order for those items; otherwise, the most expensive item only will be covered by the LyonGuard policy, and the other items will fall under our normal warranty policy.
- Maximum 2 LyonGuard claims per order
Exclusions:
- Loss or theft
- Any damage due to misuse
- Unauthorised repairs.
- Accessories, gift cards, gift boxes, gift bags, jewellery boxes, handbags and other accessories.