Refund policy

Thank you for shopping with Aquajools.

Aquajools is the trading name of Mimami Ltd, a company registered in England and Wales (Company No. 10798509).

We take pride in creating high-quality, made-to-order jewellery. Please read our Returns & Refund Policy carefully before placing an order.

1. Made-to-Order and Personalised Jewellery

The majority of Aquajools products are handmade and created specifically for each customer.

Due to the personalised and custom-made nature of our jewellery, we do not accept returns, exchanges, or cancellations for:

  • Personalised jewellery
  • Custom-made jewellery
  • Engraved jewellery
  • Fingerprint jewellery
  • Handwriting jewellery
  • Coordinate jewellery
  • Name jewellery
  • Birthstone jewellery made to customer specifications
  • Any item produced according to customer-provided instructions or designs

These items are exempt from the standard right of cancellation under applicable consumer protection laws because they have been made to the customer's specifications.

2. Hygiene and Health Protection

For health, hygiene, and consumer safety reasons, we cannot accept returns, exchanges, or refunds for any jewellery that has been:

  • Worn
  • Used
  • Altered
  • Damaged after delivery

This policy helps ensure the safety and quality of products for all customers.

3. Non-Returnable Items

The following items are not eligible for return or refund:

  • Personalised products
  • Custom-made products
  • Engraved items
  • Earrings
  • Jewellery that has been worn
  • Jewellery showing signs of use
  • Items damaged through misuse, accidents, improper care, or normal wear and tear
  • Gift cards

4. Faulty, Damaged, or Incorrect Items

If you receive an item that is:

  • Faulty
  • Damaged during transit
  • Incorrect due to our error

please contact us within 14 days of delivery at:

Email: info@aquajools.com

Please include:

  • Your order number
  • A description of the issue
  • Clear photographs of the item and packaging (if applicable)

Upon review, we may offer one of the following remedies:

  • Repair
  • Replacement
  • Store credit
  • Refund

where required by law or deemed appropriate by Aquajools.

5. Incorrect Personalisation Submitted by Customer

Customers are responsible for reviewing all personalisation details before placing an order.

Aquajools cannot offer refunds, replacements, or returns where an error results from information supplied by the customer, including:

  • Spelling mistakes
  • Incorrect dates
  • Incorrect coordinates
  • Incorrect names or initials
  • Incorrect uploaded files or images

Please carefully review your order before completing your purchase.

6. Order Cancellations

Because production begins quickly after an order is placed, cancellation requests can only be accepted before work has commenced.

Once production has started, personalised or custom-made orders cannot be cancelled.

If you need to request a cancellation, please contact us immediately at:

Email: info@aquajools.com

7. Refund Processing

Where a refund is approved, it will be issued using the original payment method.

Refund processing times may vary depending on your payment provider but are typically completed within 5–10 business days after approval.

Shipping charges are generally non-refundable unless required by law or where the return results from our error.

8. Consumer Rights

Nothing in this policy affects your statutory rights under applicable consumer protection laws.

Customers retain all rights available under the laws of England and Wales and any mandatory consumer protection laws applicable in their country of residence.

9. Contact Us

For any questions regarding returns, refunds, or order issues, please contact:

Aquajools
Trading Name of Mimami Ltd

Registered Office:
201b.3 Cardinal Point
Park Road
Rickmansworth
England
WD3 1RE

Email: info@aquajools.com