1) Quick summary

UK Consumer Contracts Regulations exclude goods made to your specification or clearly personalised from change-of-mind returns. That’s industry standard for fine jewellery.

2) What is eligible

• Items must be unworn and free from scratches, dents or signs of wear.
• All original packaging, certificates and free gifts must be returned.
• For earrings, hygiene seals must be intact.

We recommend trying rings for size on a soft surface at home for a few minutes — not a full day. If it’s not right, move to exchange/resize rather than wearing it outside.

3) How to start a return or exchange

1. Request an RMA: email info@sovushka.com or use the contact form within your window. Include order number, item, and reason.
2. Pack securely: use original box inside a protective outer. Do not send loose in an envelope.
3. Ship tracked & insured: keep the receipt and tracking. You’re responsible until delivered.
4. We inspect within 2 working days and process the exchange/refund per the policy below.

4) Non-returnable items

• Bespoke designs, custom CAD pieces, personalised or engraved items.
• Rings made to a specific non-stock size at your request.
• Items using your stones or metal; remodelled or significantly altered pieces.
• Hygiene-sensitive items (earrings) once seals are removed.
• Any item showing wear, scratches or damage from handling.

5) Faulty or damaged on arrival

If we’ve made a mistake, we fix it fast. Contact us within 30 days with photos and your order number. We’ll provide a prepaid return label for UK customers or reimburse reasonable postage costs if you’ve already shipped back. This does not affect your statutory rights.

6) Exchanges & resizing

• Exchange: like-for-like exchanges are usually the fastest route. Price differences are settled via invoice/refund.
• Resize service: most plain bands can be resized; some stone-set or patterned bands may require remaking. See Care Services: Polish, Resize & Rhodium.
• Fees & timeframe: we’ll quote before work starts; typical turnaround 3–10 working days.

7) Refund timings

• We aim to refund within 2–5 working days after inspection, to your original payment method.
• Original shipping is non-refundable except for faulty items.
• If the return is received outside the window or not in saleable condition, we’ll offer to ship back or recycle (at your choice).

8) International returns

• Mark the parcel “Returned Goods” to avoid import charges.
• Customs duties/taxes you paid on delivery are handled by your local authority and are not refunded by us.
• Use an insured courier service. Keep proof of postage.

9) Returns address

Send tracked to:

Sovushka – Returns
36 Rutherford Way
Bushey, WD23 1NJ
United Kingdom

Always include your RMA number inside the parcel. Returns without an RMA may be delayed.

10) FAQs

Can I try a ring and return it?
Yes for eligible items, but only for a short, careful try-on at home. Visible wear voids returns.

What if my gift recipient wants a different size?
Start an exchange or use our resize service. Include the gift order number.

Do you accept returns on sale items?
Yes if they are standard, non-personalised items and otherwise eligible.

How do I prove delivery?
Use tracked, insured shipping and keep the receipt. Risk remains with you until delivered to us.