Returns & Exchanges
We advise not swimming or bathing with any of our jewellery.
Powder Hill Ltd strives to satisfy every customer.
If you are not entirely satisfied with your order, you are entitled to return ordered items below the value of £500, within 7 working days from the day after you receive your order and receive a full refund. All goods over this value are considered made-to-order pieces and are not returnable or exchangeable.
How to return or exchange
If necessary, making a return or exchange is easy. Just email email@example.com to request a Returns number within 7 working days from the day after you receive your order. Once you have the received the number by email, send your item(s) back to us at Powder Hill Ltd (Powder Hill address will be supplied via email).
Receiving a refund
Your refund will either be credited to the original purchaser's credit card and will include shipping costs (where applicable) for faulty items or for orders cancelled under the Distance Selling Regulations only.
If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.
Please note card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.
Your item(s) should be sent back to us within 14 days. Returns outside these timeframes may be accepted at the discretion of Powder Hill Ltd.
Items should be returned new, unused, and in the original packaging. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer.
Where provided, any packaging such as authenticity cards, dust bags and tags should be included with your return.
All items returned should have a Returns number. Unidentified returns may be returned to the sender.
Please note that items that have been specifically manufactured to order on behalf of a client cannot be exchanged or returned.
Due to hygiene reasons, earrings cannot be exchanged or returned.
Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.
Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund if the item cannot be repaired or replaced.
For all faulty items outside of our Returns Policy, please contact firstname.lastname@example.org
We have made every effort to display as accurately as possible the colours of our products that appear on POWDERHILL.COM. However, as computer monitors vary, we cannot guarantee that your monitor's display of any color will be completely accurate.
All items are quality controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is not in perfect condition please contact us immediately.
Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.
Items should be returned in their original packaging to ensure they are adequately protected in transit.
Our address for all returns will be supplied via email and we request that you contact us at email@example.com in relation to such returns.
We recommend that you insure the return shipment as we will NOT be liable for loss or damage to until we receive the goods. We also recommend that you use a secure, trackable means to return your order to us and that you retain proof of sending, in case of a dispute.
This agreement applies as between you, the User of this Website and Powder Hill Ltd, the owner(s) of this Website. Your agreement to comply with and be bound by these Terms and Conditions is deemed to occur upon your first use of the Website. If you do not agree to be bound by these Terms and Conditions, you should stop using the Website immediately.
No part of this Website is intended to constitute a contractual offer capable of acceptance. Your order constitutes a contractual offer and our acceptance of that offer is deemed to occur upon our sending a dispatch email to you indicating that your order has been fulfilled and is on its way to you.
1. Definitions and Interpretation
In this Agreement the following terms shall have the following meanings:
“Account” means collectively the personal information, Payment Information and credentials used by Users to access Paid Content and / or any communications System on the Website;
“Carrier” means any third party responsible for transporting purchased Goods from our Premises to customers;
“Content” means any text, graphics, images, audio, video, software, data compilations and any other form of information capable of being stored in a computer that appears on or forms part of this Website;
“Goods” means any products that Powder Hill advertises and / or makes available for sale through this Website;
“Powder Hill” means Powder Hill Ltd;
“Service” means collectively any online facilities, tools, services or information that Powder Hill Ltd makes available through the Website either now or in the future;
“Payment Information” means any details required for the purchase of Goods from this Website. This includes, but is not limited to, credit / debit card numbers, bank account numbers and sort codes;
“Purchase Information” means collectively any orders, invoices, dispatch notes, receipts or similar that may be in hard copy or electronic form;
“System” means any online communications infrastructure that Powder Hill Ltd makes available through the Website either now or in the future. This includes, but is not limited to, web-based email, message boards, live chat facilities and email links;
“User” / “Users” means any third party that accesses the Website and is not employed by Powder Hill Ltd and acting in the course of their employment; and
“Website” means the website that you are currently using (powderhill.com) and any sub-domains of this site (e.g. subdomain.powderhill.com) unless expressly excluded by their own terms and conditions.
2. Age Restrictions
Persons under the age of 18 should use this Website only with the supervision of an Adult. Payment Information must be provided by or with the permission of an Adult.
3. Business Customers
These Terms and Conditions also apply to customers buying Goods in the course of business.
4. International Customers
If Goods are being ordered from outside Powder Hill Ltd’s country of residence, import duties and taxes may be incurred once your Goods reach their destination. Powder Hill Ltd is not responsible for these charges and we undertake to make no calculations or estimates in this regard. If you are buying internationally, you are advised to contact your local customs authorities for further details on costs and procedures. As the purchaser of the Goods, you will also be the importer of record and as such should ensure that your purchase is in full compliance with the laws of the country into which the Goods are being imported. Please be aware that Goods may be inspected on arrival at port for customs purposes and Powder Hill Ltd cannot guarantee that the packaging of your Goods will be free of signs of tampering.
5. Intellectual Property
Subject to the exceptions in Clause 6 of these Terms and Conditions, all Content included on the Website, unless uploaded by Users, including, but not limited to, text, graphics, logos, icons, images, sound clips, video clips, data compilations, page layout, underlying code and software is the property of Powder Hill Ltd, our affiliates or other relevant third parties. By continuing to use the Website you acknowledge that such material is protected by applicable United Kingdom and International intellectual property and other laws.
Subject to Clause 7 you may not reproduce, copy, distribute, store or in any other fashion re-use material from the Website unless otherwise indicated on the Website or unless given express written permission to do so by Powder Hill Ltd.
Third Party Intellectual Property
Unless otherwise expressly indicated, all Intellectual Property rights including, but not limited to, Copyright and Trademarks, in product images and descriptions belong to the manufacturers or distributors of such products as may be applicable.
Subject to Clause 7 you may not reproduce, copy, distribute, store or in any other fashion re-use such material unless otherwise indicated on the Website or unless given express written permission to do so by the relevant manufacturer or supplier.
7. Fair Use of Intellectual Property
Material from the Website may be re-used without written permission where any of the exceptions detailed in Chapter III of the Copyright Designs and Patents Act 1988 apply.
8. Links to Other Websites
This Website may contain links to other sites. Unless expressly stated, these sites are not under the control of Powder Hill Ltd or that of our affiliates. We assume no responsibility for the content of such websites and disclaim liability for any and all forms of loss or damage arising out of the use of them. The inclusion of a link to another site on this Website does not imply any endorsement of the sites themselves or of those in control of them
9. Links to this Website
Those wishing to place a link to this Website on other sites may do so only to the home page of the site POWDERHILL.COM without prior permission. Deep linking (i.e. links to specific pages within the site) requires the express permission of Powder Hill Ltd. To find out more please contact us by email at firstname.lastname@example.org.
10. Use of Communications Facilities
When using the enquiry form or any other System on the Website you should do so in accordance with the following rules:
You must not use obscene or vulgar language
You must not submit Content that is unlawful or otherwise objectionable. This includes, but is not limited to, Content that is abusive, threatening, harassing, defamatory, ageist, sexist or racist;
You must not submit Content that is intended to promote or incite violence
It is advised that submissions are made using the English language as we may be unable to respond to enquiries submitted in any other languages
The means by which you identify yourself must not violate these Terms and Conditions or any applicable laws;
You must not impersonate other people, particularly employees and representatives of Powder Hill Ltd or our affiliates; and
You must not use our System for unauthorised mass-communication such as “spam” or “junk mail”.
You acknowledge that Powder Hill Ltd reserves the right to monitor any and all communications made to us or using our System.
You acknowledge that Powder Hill Ltd may retain copies of any and all communications made to us or using our System.
You acknowledge that any information you send to us through our System or post on the enquiry form may be modified by us in any way and you hereby waive your moral right to be identified as the author of such information. Any restrictions you may wish to place upon our use of such information must be communicated to us in advance and we reserve the right to reject such terms and associated information.
In order to purchase Goods on this Website and to use the enquiry form facilities you are required to create an Account which will contain certain personal details and Payment Information which may vary based upon your use of the Website as we may not require payment information until you wish to make a purchase. By continuing to use this Website you represent and warrant that:
all information you submit is accurate and truthful;
you have permission to submit Payment Information where permission may be required; and
you will keep this information accurate and up-to-date.
Your creation of an Account is further affirmation of your representation and warranty.
It is recommended that you do not share your Account details, particularly your username and password. Powder Hill Ltd accepts no liability for any losses or damages incurred as a result of your Account details being shared by you. If you use a shared computer, it is recommended that you do not save your Account details in your internet browser.
If you have reason to believe that your Account details have been obtained by another without consent, you should contact Powder Hill Ltd immediately to suspend your Account and cancel any unauthorised purchases that may be pending. Please be aware that purchases can only be cancelled until they are dispatched. In the event that an unauthorised purchase is dispatched prior to your notifying us of the unauthorised nature of the purchase, Powder Hill Ltd accepts no liability or responsibility and you should make contact with the Carrier detailed in the Purchase Information.
When choosing your username you are required to adhere to the terms set out above in Clause 10. Any failure to do so could result in the suspension and/or deletion of your Account.
12. Termination and Cancellation
Either Powder Hill Ltd or you may terminate your Account. If Powder Hill Ltd terminates your Account, you will be notified by email and an explanation for the termination will be provided. Notwithstanding the foregoing, we reserve the right to terminate without giving reasons.
If Powder Hill Ltd terminates your Account, any current or pending purchases on your Account will be cancelled and will not be dispatched.
Powder Hill Ltd reserves the right to cancel purchases without stating reasons, for any reason prior to processing payment and dispatch.
If purchases are cancelled for any reason prior to dispatch you will be refunded any monies paid in relation to those purchases.
If you terminate your Account any non-dispatched purchases will be cancelled and you will be refunded any monies paid in relation to those purchases.
13. Goods, Pricing and Availability
Whilst every effort has been made to ensure that all graphical representations and descriptions of Goods available from Powder Hill Ltd correspond to the actual Goods, Powder Hill Designs Ltd is not responsible for any variations from these descriptions. This does not exclude our liability for mistakes due to negligence on our part and refers only to variations of the correct Goods, not different Goods altogether. Please refer to Clause 15.1 for incorrect Goods.
Where appropriate, you may be required to select the required [size] [model] [colour] [number] [other features] of the Goods that you are purchasing.
Powder Hill Ltd does not represent or warrant that such Goods will be available. Stock indications are provided on the Website however these may not take into account sales that have taken place during your visit to the website.
All pricing information on the Website is correct at the time of going online. Powder Hill Ltd reserves the right to change prices and alter or remove any special offers from time to time and as necessary.
In the event that prices are changed during the period between an order being placed for Goods and Powder Hill Ltd processing that order and taking payment, you will be contacted prior to your order being processed with details of the new price;
All prices on the Website do include VAT. Powder Hill Ltd’s VAT number is GB 136 957 477
Powder Hill Ltd will notify you by way of email when your goods are to be dispatched to you. The message will contain details of estimated delivery times in addition to any reasons for a delay in the delivery of the Goods purchased by you.
If Powder Hill Ltd receives no communication from you, within 7 days of delivery, regarding any problems with the Goods, you are deemed to have received the Goods in full working order and with no problems.
15. Returns Policy
Powder Hill Ltd aims to always provide high quality Goods that are fault free and undamaged. On occasion however, goods may need to be returned. Returns are governed by these Terms and Conditions.
If you receive Goods which do not match those that you ordered, unless accompanied by an explanatory note detailing the changes, stating reasons for the changes and setting out your options, you should contact us within 10 days to arrange collection and return. Powder Hill Ltd is not responsible for paying shipment costs. You will be given the option to have the Goods replaced with those ordered (if available) or to be refunded through the payment method used by you when purchasing the Goods. Refunds and replacements will be issued upon our receipt of the returned Goods.
If any Goods you have purchased have faults when they are delivered to you, you should contact Powder Hill Ltd within 14 days to arrange collection and return. Powder Hill Ltd is responsible for paying shipment costs. Goods must be returned in their original condition with all packaging and documentation. Upon receipt of the returned Goods, the price of the Goods, as paid by you, will be refunded to you through the payment method used by you when purchasing the Goods.
If any Goods develop faults within their warranty period, you are entitled to a repair or replacement under the terms of that warranty.
If Goods are damaged in transit and the damage is apparent on delivery, you should sign the delivery note to the effect that the goods have been damaged. In any event, you should report such damage to Powder Hill Ltd within 10 days and arrange collection and return. Powder Hill Ltd is responsible for paying shipment costs. Upon receipt of the returned Goods, the price of the Goods, as paid by you, will be refunded to you through the payment method used by you when purchasing the Goods.
If you wish to return Goods to Powder Hill Ltd for any of the above reasons, please contact us using the address on the contact page of this website to make the appropriate arrangements.
Powder Hill Ltd reserves the right to exercise discretion with respect to any returns under these Terms and Conditions. Factors which may be taken into account in the exercise of this discretion include, but are not limited to:
Any use or enjoyment that you may have already had out of the Goods;
Any characteristics of the Goods which may cause them to deteriorate or expire rapidly;
The fact that the Goods consist of audio or video recordings or computer software and that the packaging has been opened;
Any discounts that may have formed part of the purchase price of the Goods to reflect any lack of quality made known to the Customer at the time of purchase.
Such discretion to be exercised only within the confines of the law.