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We want you to love your Annasach pieces. This policy sits alongside your legal rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 and does not affect them.

IMPORTANT: hygiene exception for pierced earrings
For health and hygiene reasons, pierced earrings cannot be returned or exchanged once the hygiene seal has been broken, or the item has been removed from its sealed packaging, unless the item is faulty. This is permitted under the Consumer Contracts Regulations 2013, which exclude certain sealed goods from the standard right to cancel where they are not suitable for return due to health or hygiene reasons once unsealed.

This means: if you change your mind about pierced earrings, you may return them only if
they remain sealed and unopened. Your rights in respect of faulty items are unaffected
(see below).

YOUR RIGHT TO CANCEL (change-of-mind returns):

For items that are not subject to the hygiene exception (for example clip-on earrings, or pierced earrings still in their unbroken seal), you have the right to cancel your order within 14 days of receiving it, for any reason.

To cancel, contact us at hello@annasach.uk within 14 days of delivery to tell us you wish to return your order. You then have a further 14 days to send the item back.

• Items must be returned unused, in their original condition and original packaging.
• You are responsible for the cost of return postage on change-of-mind returns.
• We recommend using a tracked service, as we cannot refund items that do not reach us.

Once we receive and inspect the returned item, we will refund the price you paid for it within 14days. Where you chose a more expensive delivery option than our standard service, we refund only the cost of our standard delivery.

FAULTY, DAMAGED OR MISDESCRIBED ITEMS:
If an item is faulty, damaged on arrival, or not as described, you are entitled to a remedy under the Consumer Rights Act 2015. This applies to all items, including pierced earrings.

• Contact us within a reasonable time at hello@annasach.uk with your order number and a photograph of the fault.
• If you notify us within 30 days of receipt, you may be entitled to a full refund.
• After 30 days, we will offer a repair or replacement, or a refund where appropriate.
• We will cover reasonable return postage costs for faulty items.

HOW REFUNDS ARE MADE:

Refunds are issued to your original payment method. Please allow a few working days for your bank or card provider to process the refund once we have actioned it.

SALE & CLEARANCE ITEMS:
Items bought in a sale or marked as clearance are covered by the same legal rights as full-price items if faulty. Change-of-mind returns on sale items follow the same rules set out above.

GIFTS & PROMOTIONAL ITEMS:
Items received free as part of a promotion or giveaway are not eligible for refund.