Refund policy

If your purchase isn’t quite right, we’re here to help. You can request a return for eligible items within 30 days of delivery, including if you simply change your mind.

We currently accept orders for delivery within the United States only.

Returns

We offer a 30-day return policy. You may request a return within 30 days after your item is delivered.

For change-of-mind returns, items must be returned in their original condition, without damage, alterations, or signs of wear. A brief, careful try-on of eligible jewelry is allowed, provided the item remains in its original condition. Separate conditions apply to products supplied with a hygiene seal, as explained under Non-Returnable Items.

Please include the original jewelry box or pouch and any accessories or materials supplied with the item. You do not need to keep the outer mailing box or shipping envelope.

Opening ordinary product packaging for inspection does not by itself make an item ineligible for return.

For damaged, defective, or incorrect items, please see Damaged, Defective, or Incorrect Items below.

How to Request a Return

Email info@purewhispers.com within 30 days of delivery with your order number and the item or items you would like to return. You may include the reason for your return, but a reason is not required for an eligible change-of-mind return.

We will review your request and provide return instructions and the designated return address.

For returns under our voluntary 30-day policy, please send the item within 14 calendar days after receiving our return instructions, unless we agree otherwise in writing. This is the deadline for sending the parcel, not for its arrival at the return address.

Returns may need to be sent outside the United States. Please contact us before mailing your return and use the address we provide. Our London registered office is not a return address.

Sending a return to an incorrect address may delay or prevent us from receiving and processing it.

Return Shipping and Original Delivery Charges

For change-of-mind returns, including items ordered by mistake or no longer wanted, customers are responsible for return shipping costs. International return shipping costs may apply.

Please package the item securely. We recommend using a tracked shipping service and retaining proof of postage. For customer-arranged returns under our voluntary 30-day policy, we are not responsible for loss or damage during return shipping before the parcel reaches the designated return location.

If we confirm that an item is damaged, defective, or incorrect and require it to be returned, we will cover reasonable return shipping costs. Please contact us before arranging the return so we can provide instructions.

We do not charge a restocking fee.

Original delivery charges paid at checkout are non-refundable for change-of-mind returns, unless applicable law requires otherwise.

If an entire order is returned and refunded because we confirm that it was damaged, defective, or incorrect, we will also refund the original delivery charges paid for that order.

For partial returns, original delivery charges are not refunded unless required by law or the charge relates solely to an item returned because of our error.

If your order qualified for free shipping, we will not deduct our original outbound shipping costs from your refund.

Non-Returnable Items

The following are not eligible for change-of-mind returns under our voluntary 30-day policy:

  • Customized or personalized items, including products made to your individual specifications;

  • Earrings or other hygiene-sensitive products supplied with a hygiene seal, if that seal has been opened or broken;

  • Gift cards that have been partially or fully redeemed;

  • Items clearly marked as Final Sale — Non-Returnable before purchase.

Opening an ordinary shipping box, jewelry box, or protective bag does not by itself count as breaking a hygiene seal.

Sale or discounted items remain eligible for returns unless they are specifically marked as Final Sale — Non-Returnable.

These exclusions do not remove any applicable rights or remedies for damaged, defective, or incorrect items.

Natural Stone Variations

Many of our products contain natural stones. Variations in color, pattern, translucency, inclusions, cloudiness, internal lines, surface texture, and natural markings are expected. Stone shape and size may also vary within the characteristics or measurements stated on the product page.

These natural characteristics contribute to the individual appearance of each piece and are not, by themselves, considered defects.

If you prefer a different appearance, you may request a change-of-mind return under our 30-day policy, provided the item meets the return conditions. Customers are responsible for change-of-mind return shipping.

This does not affect your rights if an item is damaged, defective, or incorrect.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery and contact info@purewhispers.com as soon as reasonably possible if an item is damaged, defective, or incorrect.

Please include your order number and a description of the problem. We may request clear photographs of the item and, where available, its packaging and shipping label to help us assess the issue.

If the issue is confirmed, we will arrange an appropriate remedy, which may include a refund, replacement, repair, or another solution required by applicable law.

If we require the item to be returned, we will cover reasonable return shipping costs. Please contact us before arranging the return so we can provide instructions.

The original-condition and packaging requirements for change-of-mind returns do not prevent you from reporting a genuine product fault. Our request to contact us promptly does not shorten any period in which you may exercise mandatory consumer rights.

Sets, Bundles, and Discounted Orders

For change-of-mind returns, products purchased as a single set or bundle must be returned together, unless we agree otherwise.

Items purchased separately may be returned individually if they meet the return conditions, including when separate items are offered as options on the same product page or purchased with a multi-item discount.

Refunds for returned items are based on the amount actually paid for those items after discounts. Any applicable tax adjustments will be included as required by law.

The requirement to return a complete set or bundle does not limit any mandatory remedies for a damaged, defective, or incorrect component.

Refunds

We will inspect your return and notify you of the outcome within 5 business days of receiving it. If approved, your refund will be issued to your original payment method within that same period. If your return does not qualify, we will explain the reason.

After a refund has been issued, please allow up to 10 business days for your bank or payment provider to process and post it to your account. Actual processing times depend on the payment provider and may vary.

If your refund has not appeared after that time, contact info@purewhispers.com so we can help you check its status.

Where applicable law requires an earlier refund or a refund based on proof of return, we will follow those requirements.

Order Cancellations

To request a cancellation, email info@purewhispers.com with your order number as soon as possible, ideally within 24 hours of purchase.

Orders can be canceled before they enter fulfillment, packing, or shipping. If preparation has already begun, contact us and we will check whether cancellation is still possible.

Once an order has shipped, it can no longer be canceled. If the item is eligible, you may request a return after delivery in accordance with this policy.

Approved pre-shipment cancellations will be refunded in full to the original payment method, including any delivery charges paid. We will issue the refund within 5 business days of confirming the cancellation, or sooner if required by law.

Cancellation options for delayed dispatch are explained separately in our Shipping Policy and are not limited by the standard cancellation conditions above.

Statutory Rights

This policy provides a voluntary return option in addition to any mandatory rights available under applicable consumer law. If a provision in this policy conflicts with those rights, the applicable legal requirements take precedence.

Where United Kingdom statutory cancellation rights apply to an eligible order, you may notify us of cancellation without giving a reason within 14 days after receiving the goods and return them within a further 14 days after notifying us.

Under those rules, required refunds will be issued without undue delay and within the applicable statutory deadline. Where we may wait for a return, this is generally no later than 14 days after receiving the goods or evidence that they have been sent back, whichever occurs first.

For a valid statutory cancellation of an entire order, we will also refund the cost of the least expensive standard delivery option offered for that order. Additional charges for upgraded delivery are not refundable unless required by law.

Where those rights apply, you may inspect the goods as you reasonably could in a physical store. A deduction may be made only where permitted by law for a reduction in value caused by handling beyond what was reasonably necessary.

Contact Information

For return, refund, or cancellation questions, contact:

PURE WHISPERS LTD
Company No. 17456716
Registered in England and Wales
Email: info@purewhispers.com
Registered office: 128 City Road, London, EC1V 2NX, United Kingdom

We reply to emails within 1 business day. Business days are Monday through Friday, excluding applicable public holidays.

The registered office is not a retail store, warehouse, or return address. Please contact us for the correct return instructions before sending an item back.