Customer care

Returns & cancellations

Last updated 7 September 2026

This policy explains your legal rights when you buy from Dansville Accessories online, and how to exercise them. Nothing here affects your statutory rights.

Your right to cancel

Because you are buying at a distance, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel your order for any reason within 14 days of the day you receive it. You do not have to give us a reason, and you do not have to have left the item unopened.

You are entitled to handle and inspect a bracelet as you reasonably would in a shop — taking it out of its packaging to look at it does not lose you the right to cancel. If you handle it beyond what is needed to check its nature and quality, and its value is reduced as a result, we may deduct that reduction from your refund.

How to cancel

Email dansville1@outlook.com within the 14-day window with your name, order number and a clear statement that you are cancelling. We will confirm by return and give you the return address.

Sending the item back

Once you have told us you are cancelling, you have a further 14 days to return the item. Please return it in a condition and packaging that protects it in transit.

You pay the cost of return postage. We recommend a tracked service, as you are responsible for the item until it reaches us.

Your refund

We refund within 14 days of receiving the item back, or of receiving proof that you have sent it, whichever is sooner. Refunds go to the original payment method through Stripe; we cannot refund to a different card or account.

Your refund includes the price of the item plus the standard delivery charge you originally paid. If you chose a faster service than our cheapest standard option, we refund the cheapest standard rate rather than the premium you paid.

Faulty, damaged or not as described

This is separate from cancellation and the deadlines above do not apply. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If a bracelet is faulty or does not match its description:

within 30 days of delivery you can reject it for a full refund;
after 30 days and within six months, you are entitled to a repair or replacement, and to a refund if that is not possible.

We pay return postage on faulty items. Email us with your order number and a photograph of the fault and we will arrange it.

Items we cannot take back

The right to cancel does not apply to items made or personalised to your specification. Our catalogue bracelets are standard stock items, so this exception rarely applies — if it does, we will make it clear before you order.

Complaints

If you are unhappy with how we have handled a return, email dansville1@outlook.com and we will respond within five working days. If we cannot resolve matters between us, you may be able to take the complaint further through an alternative dispute resolution scheme or the courts.