Your cancellation rights, set out plainly — including where they do not apply, because that matters most on a made-to-order piece.
14-day cancellation
For most online orders the Consumer Contracts Regulations 2013 give you 14 days from the day you receive your order to change your mind, and a further 14 days to send it back. Tell us at hello@sertelle.co.uk — a clear statement is enough.
Where cancellation does not apply
The right to cancel does not apply to goods made to your specification or clearly personalised. That includes rings built in the Atelier, any piece where you chose the stone, setting or metal combination, bespoke sizing outside our standard range, and engraving.
We say this before you buy, not after. If you are unsure whether your order is made to order, ask us first — we will tell you straight.
Our own 30-day promise
On ready-to-ship pieces we go beyond the law: 30 days to return anything unworn and in its original packaging, for a full refund including original delivery.
Made-to-order goodwill
A made-to-order piece cannot be returned simply for a change of mind, but it can be adjusted. Your first resize within 60 days is free, and we will always look at a piece that is not sitting right.
Faulty items
Nothing here affects your rights if an item is faulty or not as described. See Terms & Conditions.
How refunds are made
Refunds go to the original payment method within 14 days of us receiving the item back, or of you proving you sent it. Return postage on a change-of-mind return is yours; on a faulty item it is ours.
Last updated 26 August 2026. Sertelle, Foxwood, Surlingham, Norwich NR14 7GQ, United Kingdom. Questions: hello@sertelle.co.uk.