EU/UK Right of Withdrawal Policy

1. Scope

This policy applies if you are a consumer located in the European Union or the United Kingdom. It describes your statutory right to withdraw from an eligible online purchase under the EU Consumer Rights Directive and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

This policy supplements, and should be read alongside, our Returns, Refunds & Warranty Policy. 

2. Your Right to Withdraw

Subject to the exclusions in Section 3, you have the right to withdraw from an eligible online purchase within 14 days, without giving a reason.

You must notify us of your decision to withdraw within 14 days after the day on which you, or a person nominated by you other than the carrier, receive the goods. Where an order contains multiple goods delivered separately, the withdrawal period begins when the final item is delivered.

If the final day of the withdrawal period falls on a non-working day, the period extends to the next working day where required by applicable law.

After notifying us, you must return the eligible goods without undue delay and no later than 14 days after notifying us of your withdrawal. 

3. Goods Excluded From This Right

The right of withdrawal does not apply to goods made to your specifications or that are clearly personalised. Henry Francis engagement rings are individually made to the diamond, setting, ring size, metal, and other specifications you selected or approved, and are excluded on this basis. We will clearly identify an item as made to specification before your order is placed.

This exclusion does not affect your statutory rights where jewellery is faulty, damaged, incorrectly supplied, or does not conform to the specifications agreed with Henry Francis, see our Returns, Refunds & Warranty Policy. 

4. How to Notify Us of Your Withdrawal

You can exercise your right of withdrawal by:

• using the electronic returns and cancellations function in your Henry Francis customer account or order page;
• emailing us at support@henryfrancis.com; or
• completing and sending us the Model Withdrawal Form in Section 8. 

5. Returning Your Goods

You are responsible for the direct cost of returning goods following a change-of-mind withdrawal.

This is permitted under Article 14 of the EU Consumer Rights Directive and Regulation 34 of the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, provided we tell you before you complete your purchase that you will bear this cost, which this policy, made available before checkout, is intended to do. If we fail to give you this information before your order is placed, we will bear the cost of return instead, as required by law.

Please do not return an item until you have submitted a return request and received return instructions from us. The return address will be provided once your request has been reviewed.

Returns must be sent using a tracked postal or courier service. You are responsible for ensuring the returned goods are packaged securely and arrive safely.

Henry Francis is responsible for reasonable return costs where goods are faulty, damaged on arrival, incorrectly supplied, or do not conform to the agreed order,  the customer-pays-return shipping rule above applies only to change-of-mind withdrawals.

6. Refunds

Where the right of withdrawal applies, we will refund the payments we are legally required to refund using the original payment method.

Standard delivery is offered free of charge by Henry Francis. Because no separate standard delivery charge is paid by the customer, there is no standard outbound delivery charge to refund. Any additional amount paid for an upgraded or express delivery method will only be refunded to the extent required by applicable law.

We may withhold the refund until we have received the returned goods, or until you provide evidence that the goods have been sent back, whichever occurs first. Once the returned goods are received, they will be inspected before the refund is finalised. 

7. Ring Try-On Kits

Ring Try-On Kits purchased by EU or UK customers are eligible for the statutory right of withdrawal described above.

You may handle the kit only to the extent reasonably necessary to establish its nature, characteristics, and functioning. You are responsible for any reduction in value caused by handling or use beyond what would reasonably be permitted when inspecting the product in a physical store.

The kit must be returned with all supplied components, including all stones, holders, bands, sizing tools, inserts, packaging, and accessories.

We may make a deduction from the refund for a demonstrable loss in value caused by excessive handling or use, including where:
• components are missing, damaged, altered, or marked;
• bands or holders have been materially bent, distorted, or damaged;
• protective materials have been unnecessarily removed or discarded;
• packaging has been damaged beyond what was necessary to inspect the product; • the kit shows wear beyond reasonable inspection; or 
• the condition of the kit means it can no longer be sold as new.

Opening a seal does not, by itself, automatically remove your statutory right of withdrawal. However, the condition of the seal and contents may be considered when assessing the extent to which the kit has been handled or used.

Any deduction will reflect the actual reduction in the value of the returned goods and will not be imposed as an automatic penalty. 

8. Model Withdrawal Form

Complete and return this form only if you wish to withdraw from your contract. This form is optional, you may also notify us using the account portal or by email as described in Section 4.

To: PHF Limited (Henry Francis), support@henryfrancis.com

I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods:

Ordered on:
Received on: Name of consumer(s):
Address of consumer(s):
Order number:
Signature of consumer(s) (only if this form is submitted on paper):
Date: 

9. Contact

For questions about your right of withdrawal, please contact support@henryfrancis.com. 

10. Policy Updates

Henry Francis reserves the right to update this policy where required to reflect changes in EU or UK law. The version in effect at the time of your order will apply to that order.