Refund policy

Returns, Refunds & Warranty Policy

Section One: Overview

Henry Francis jewelry is made to order and produced specifically for each customer, based on the final design, diamond, setting, and specifications selected or approved at checkout.

For this reason, we do not accept returns or exchanges for change of mind. This includes preferences around style, size, or appearance. If you are located in the European Union or United Kingdom, you have a separate 14-day statutory right of withdrawal, see our EU/UK Right of Withdrawal Policy for full details, which applies in addition to this policy.

If an item is faulty, damaged, or does not conform to the specifications agreed at checkout, see Section 5, Lifetime Manufacturing Warranty.

Section Two: Your Statutory Rights

Nothing in this policy limits or excludes any right you hold under mandatory consumer protection law in your country or region, including, without limitation, the Australian Consumer Law, the New Zealand Consumer Guarantees Act 1993, the UK Consumer Rights Act 2015, the EU Consumer Rights Directive, and equivalent laws elsewhere.

Where any part of this policy conflicts with a non-excludable right you hold under such law, that law prevails and the applicable statutory right applies instead of the general policy described here.

Section Three: Australia and New Zealand Customers, Consumer Guarantees

This section applies to consumers located in Australia or New Zealand.

Under the Australian Consumer Law and the New Zealand Consumer Guarantees Act 1993, goods must be of acceptable quality, fit for purpose, and match their description. These guarantees apply regardless of the change-of-mind policy in Section 1 and cannot be excluded, restricted, or modified by this policy.

If your item does not meet a consumer guarantee, contact hello@henryfrancis.com and we will offer a repair, replacement, or refund as required by law.

Outside of these statutory guarantees, Henry Francis does not offer change-of-mind returns or exchanges on made-to-order engagement rings or Ring Try-On Kits, consistent with Section One.

Section Four: Made-to-Specification and Personalized Jewelry

Henry Francis engagement rings are individually made to the specifications selected or approved by the customer. Depending on the order, these specifications may include the selected diamond, the dimensions of the setting made for that diamond, ring size, precious metal, setting design, engraving, and other customer-approved details.

Because these items are made specifically for the individual customer and are not standard stocked products, they cannot be cancelled or returned merely because the customer changes their mind, no longer requires the item, or later prefers a different design, shape, size, metal, or diamond. Note that EU/UK customers have a separate, limited statutory exclusion for made-to-specification goods, see our EU/UK Right of Withdrawal Policy.

We will clearly identify an item as made to specification or personalized before the order is placed. This exclusion does not affect your statutory rights under Section 2 where jewelry is faulty, damaged, incorrectly supplied, or does not conform to the specifications agreed with Henry Francis.

Section Five: Lifetime Manufacturing Warranty

Henry Francis provides a lifetime manufacturing warranty covering defects in workmanship.

If a manufacturing defect is confirmed, we will offer one of the following remedies at our discretion:

• Repair
• Replacement
• Refund

This warranty applies only to manufacturing faults and does not cover wear and tear, accidental damage, or misuse.

Repairs or alterations carried out by any jeweler other than Henry Francis will void this warranty.

Section Six: How to Make a Claim

6.1 Inspecting Your Order

Please inspect your jewelry upon delivery.

If you believe there is an issue, contact hello@henryfrancis.com as soon as possible with:

• Your name
• Order number
• A description of the issue

Returns must be approved before being sent to ensure they are processed correctly.

6.2 Manufacturing Assessment Process

Once an item is received, it will be inspected at no cost to determine whether the issue is due to a manufacturing defect.

If a manufacturing defect is confirmed, we will proceed with repair, replacement, or refund.

If the issue is not related to manufacturing, we will provide available repair options and an estimate for approval.

6.3 Shipping for Inspection

When returning a ring for inspection, secure insured shipping is required. To cover the cost of insured return shipping:

• New Zealand customers: NZD $30
• International customers: NZD $300

If the issue is confirmed as a manufacturing defect, this amount will be refunded in full.

If no manufacturing defect is found, the amount is retained to cover insured return shipping. These amounts reflect the cost of securely transporting high-value jewelry.

6.4 Duties and taxes on refunds:

When we refund an order, we also refund the duties and taxes you paid at checkout. If customs or a carrier charged you anything directly on delivery, we don't collect that, so we can't refund it, but we'll help you claim it back where possible.

Section Seven: What Is Covered

Examples of issues that may be covered under the lifetime manufacturing warranty include:

• Loose or uneven settings identified on delivery
• Surface pores or structural blemishes identified on delivery
• Damage present at delivery or during servicing performed by Henry Francis

Section Eight: What Is Not Covered

The following are not considered manufacturing defects and are not covered:

• Normal wear and tear
• Accidental damage
• Misuse or improper care
• Damage caused by chemicals or harsh environments
• Damage from high-impact activities or manual labor
• Loss or theft of jewelry or stones
• Stone damage caused by impact or force
• Plating wear
• Change of mind or preference
• Pricing differences found elsewhere

Diamonds are durable but not indestructible. Damage caused by impact is not considered a manufacturing fault.

Section Nine: Contact

For any questions regarding returns, inspections, or warranty claims, please contact hello@henryfrancis.com.

Section Ten: Policy Update

By purchasing from PHF Limited (Henry Francis), you agree to the terms outlined above. Henry Francis reserves the right to update this policy where required. The version in effect at the time of your order will apply to that order.