We're committed to selling high-quality jewellery and watches that we hope you'll enjoy but we also know that, for one reason or another, there may be a time when you need to exchange or return something you've bought.
For jewellery and watches purchased online at www.rox.co.uk, we will be more than happy to offer you an exchange or refund provided that your purchase is returned to us within 14-days in its original condition, unworn, with the original packaging and sales receipt. Items sold on sale at must be returned within 7-days.
For jewellery and watches purchased in-store, we will be more than happy to offer you an exchange or credit note provided that your purchase is returned to us within 14-days in its original condition, unworn, with the original packaging and sales receipt. Items sold on sale must be returned within 7-days.
We are sorry but we cannot offer exchange or refunds if your item has been specially made to order or personalised to your requirements (i.e. finger size altered, engraved, etc).
If you received a free gift with your purchase, you must return the free gift to be entitled to a refund.
Our Returns Policy does not affect your statutory rights.
How do I return my Internet order for an exchange or refund?
All internet orders are delivered to you with a ROX security tag attached. The security tag must not be removed and it must be fully intact when you return any item to entitle you to an exchange or refund.
You can post your item to our our Returns Centre or use our free Returns Service at any ROX store who will send your return to our Returns Centre free of charge.
Exchanges can be processed immediately in-store, subject to stock availability. If you are looking to exchange your item, we recommend that you check stock availability at the store before you visit to avoid disappointment.
If you would prefer a refund, then Internet orders must be processed by our Returns Centre. Unfortunately, we are currently unable to provide refunds for items purchased on-line at our stores.
We aim to process returns 48 hours of receipt at our Returns Centre. The Returns Centre will email you when they receive your return and keep you informed of progress via email.
How do I post my return to the Returns Centre?
For your protection, we recommend that you send your return via a secure and traceable courier who can insure your parcel for loss in transit (i.e. via by Royal Mail Special Delivery). Please note that your are responsible for returning the item to us and we cannot accept responsibility for parcels lost in transit. When returning items you are strongly recommended to obtain proof of posting and keep it safe.
To post your return to the Returns Centre, please:
1. Complete the Returns Form printed on the back of the Despatch Note that came with your order. If you have mislaid the Despatch Note, then you can download the Returns Form by clicking here.
2. Clearly mark your reason for return on the Returns Form and whether you would like an exchange or a refund.
3. Carefully and securely pack the items in their original packaging. Please check that the security tag has not been removed and it it still fully intact. You are not entitled to an exchange or refund if is has been removed.
4. Peel off the Returns Label on the Despatch Note that came with your order, place it on the parcel and return it to the address on the label. Please note that your will need to pay for postage to return your item to us.
All returns should be posted to:
PO Box 26984
How are refunds calculated?
Items returned because they are faulty or incorrect
If you are returning an item because it is faulty or because of an error on our part, we will refund the price paid for the goods, the delivery charges incurred in sending the item to you and pay your costs of returning it to us. We check all items returned as faulty. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.
Items returned within the 14-day period
Where you are cancelling your purchase within the 14-day period, and there has been no error on our part, we will refund the price paid for the goods to you. We check all items returned during the 14-day cooling-off period. In the event we find that the goods are not in their original condition or worn or if the security tag is removed, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.