Refund policy

1. RETURN AND REFUND POLICY

Last updated: 22 October 2026

At Aquajools, we take pride in the craftsmanship of our fine jewellery. Aquajools is a trading name of Mimami Ltd, a company registered in England and Wales. Our jewellery is manufactured and dispatched from Greece.

Personalised and custom-made jewellery

Items made to your individual specifications or clearly personalised for you — including pieces with a custom name, initials, date, handwriting, fingerprint or individual engraving — cannot normally be cancelled or returned simply because you have changed your mind. This is an exception to the usual statutory cancellation right for distance purchases. Please check your spelling, measurements, engraving instructions and selected options carefully before ordering.

If you need to request a change to a personalised order, email info@aquajools.com as soon as possible. We will try to help if production has not begun, but changes or cancellation cannot be guaranteed.

An item is not excluded from cancellation rights merely because we make it after an order is placed; the exception applies to goods made to your specifications or clearly personalised.

Standard, non-personalised jewellery

For eligible standard items that have not been personalised, we offer a 14-day change-of-mind return window following delivery. Where you have a statutory right to cancel, you can exercise that right without giving a reason by notifying us within 14 days after receiving the goods. After notifying us, you have a further 14 days to send the goods back.

To notify us, email info@aquajools.com with your order number and a clear statement that you wish to cancel or return the item. We will provide the correct return address and return instructions. Please do not send goods to our registered office without receiving return instructions.

You may inspect and try on an item as you would in a jewellery shop. Please return it securely packaged, with its accessories and original packaging where reasonably possible. We may make a lawful deduction for loss of value caused by handling beyond what is necessary to establish the item's nature, characteristics and functioning.

For a change-of-mind return, you are responsible for the direct cost of returning the goods unless we agree otherwise or applicable law requires otherwise. We strongly recommend a tracked, appropriately insured postal or courier service because fine jewellery may be valuable.

Faulty, damaged or incorrect items

If your jewellery arrives damaged, faulty, or different from what you ordered, contact us at info@aquajools.com with your order number and photographs if possible. Please keep the packaging until we have reviewed the issue. We will arrange an appropriate remedy — which may include repair, replacement or refund — and cover reasonable return costs where legally required. Your statutory consumer rights apply to personalised and non-personalised items alike and are not limited to a 14-day notification period.

Refunds

Approved refunds will be made to the original payment method. For a valid statutory cancellation, we will refund within 14 days after receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier. Where applicable, this includes the cost of our least expensive standard outbound delivery option; our standard Express shipping is currently free. Your bank or payment provider may need additional time to show the credit.

We do not charge a cancellation or restocking fee when you exercise a statutory cancellation right. This policy does not affect any rights you have under applicable consumer law.

Contact: info@aquajools.com