customer services

Terms & Conditions

Using our Website and Buying Goods Online

PRICE PROMOTIONS AND OFFERS - Terms & Conditions


Terms & Conditions of Use of the Website

Welcome to the Ernest Jones Website. By continuing to use this Website, you are indicating that you accept these Terms & Conditions of Use. If you do not agree to be bound by these Terms & Conditions of Use you should immediately stop using the Website.

Please note that any purchases you make on this Website will be governed by our Terms & Conditions for Buying Goods Online.

Please also read our Privacy Policy for details about applicable data protection regulation and how we use the personal information you give us through this Website.

You can print out any page from this Website, including any of its terms and conditions, by selecting Print from the File menu of your internet browser.

Definitions

"We" and "us" means Signet Trading Limited, a company incorporated and registered in England and Wales with company number 3768979 and registered address Imperial Place 3, Maxwell Road, Borehamwood, Hertfordshire, England, WD6 1JN. Ernest Jones is a trading name of Signet Trading Limited.

"Website" means the website at www.ernestjones.co.uk.

"You" means the person using the Website whether as a guest or as a registered user.

The Website is intended for UK users only. Signet Trading Ltd operates this Website. You can find further details about us under the Company Information section.

The terms and conditions quoted here also apply to any of our content displayed on agreed third party websites.

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Website content

All copyright, trademarks and other intellectual property rights in all materials or content contained in the Website are owned or licensed by us (unless otherwise specified) or are the property of third parties offering goods for sale or posting details through this Website.

Except as specifically authorised below, you may not do any of the following without obtaining our prior written consent:

  1. copy, reproduce, distribute, republish, download, display, post, transmit, commercially exploit or create derivative works of any part of the Website. This prohibition applies, but is not limited, to the text, graphics, animations, photographs, pictures, data, images, audio and video clips available from the Website;
  2. download, edit, reproduce or use any material and content contained within the Website for the purpose of advertising, promoting, endorsing or implying any connection with you or any third party;
  3. utilise any data mining, robots, or similar data gathering/extraction tools to extract (whether once or many times) for re-utilisation, any substantial parts of the Website; or
  4. create and/or publish your own database that features substantial parts of this Website (including without limitation prices and product listings).

You may print or download any page(s) for your own personal and non-commercial use only. If you have any doubts about what you can do, please go to our Contact Us page to apply for permission to reproduce the Website or any part of it.

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Your obligations

You will not:

  1. use the Website (or any part of it) for any illegal purpose and agree to use it at all times in accordance with all relevant laws;
  2. upload or transmit through the Website (i) any computer viruses, macro viruses, trojan horses, worms or anything else designed to interfere with, interrupt or disrupt the normal operating procedures of a computer or (ii) any material, including without limitations, any comments which are defamatory, offensive, or of an obscene or menacing character, or that may cause annoyance, inconvenience or needless anxiety;
  3. use the Website in a manner which (i) may cause the Website to be interrupted, damaged, rendered less efficient or such that the effectiveness or functionality of the Website is in any way impaired or (ii) violates or infringes the rights of any person, firm or company (including, but not limited to, rights of intellectual property, rights of confidentiality or rights of privacy);
  4. create or publish a hypertext link to any part of the Website without our express written consent except that you may create a hypertext to the Website as long as the link does not portray us or our affiliates, or their products or services in a false, misleading, derogatory, or offensive matter. You may not use any of our logos or proprietary marks as part of the link without our express written consent (which consent we may withdraw at any time);
  5. frame or use framing techniques to enclose any part of the Website or any content accessible on it without our express written consent. You will not use any meta tags or any other hidden text using our (or our affiliates') names, logos, brands or marks without our express written consent. Any unauthorised use terminates the permission or license granted by us to use this Website in addition to our other rights; or
  6. attempt any unauthorised access to any part or component of the Website.

You warrant that by accessing and using the Website you will not be in breach of any laws or regulations that apply to you.

We may monitor any activity and content associated with the Website. We will investigate any reported violation of these Terms & Conditions of Use or complaints relating to the Website and take any action that we believe is appropriate.

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User generated content

Any information you submit to the Website, whether by way of comments, ratings, reviews any chat room function or otherwise, will not be treated confidentially and you acknowledge that such content shall be submitted strictly in accordance with our User Content Terms of Use.

Whilst we make every effort to monitor any contents uploaded by users on our Website, such content will often reflect a user's opinion and we will not be responsible or liable to you for the content or accuracy of any materials posted by any other user on our Website.

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Terms and Conditions for Ernest Jones Ratings and Reviews Prize Draw

    Products ratings and reviews (referred to below together as a "review") published on the Ernest Jones website via the platform provided by Ernest Jones will be automatically entered into a monthly prize draw in accordance with the conditions set out below. The Promoter of the prize draw is Signet Trading Limited.

    In order to be eligible for entry in the reviews prize draw, each review must adhere to the User Content Terms of Use. Publication of users' reviews on the Ernest Jones website is subject to moderation. Reviews posted in breach of the User Content Terms of Use will be rejected and will not be entered in the reviews prize draw. Only approved and published reviews will be deemed valid entries into the prize draw.

    You may enter as many reviews as you wish in any given month however reviews published in previous months will not count towards subsequent months' prize draws.

    In order to be able to submit a review, you will need to have a customer account on Ernest Jones' website.

    The reviews prize draw will take place on a monthly basis and the winning review will be selected from reviews published between the first and last day (inclusive) of the immediately preceding calendar month. Ernest Jones will use its best efforts to complete the draw within 14 days from the end of each calendar month for reviews published the immediately preceding calendar month. The winner will be drawn at random from all the published reviews submitted between the first and last day of the immediately preceding calendar month.

    This competition is open to all residents of the UK except for employees and their households and agencies of Signet Trading Ltd.

    Comments, ratings and reviews on reviews made by other users do not qualify for entry into the prize draw.

    No trade, third party or consumer group applicants will be accepted. Automated or bulk submissions will not be accepted.

    There will be one prize winner per calendar month.

    The winner will be notified by the email registered with their Ernest Jones account within 28 days of the date of the draw. It is the winner's responsibility to ensure that the email address held on their account is correct.

    Should the winner's contact details be incorrect or if the winner does not claim their prize by responding to the notification of win email within one month from the date of such email, the prize will be forfeited and an alternative winner drawn. Prizes will be sent by registered delivery at the address supplied by the winner when responding to the notification of win email.

    The prize is as follows: An Ernest Jones gift card to the value of £200. Use of the gift card is subject to Ernest Jones gift cards Terms and Conditions.

    The prize is subject to availability, non transferable and there is no cash alternative. All other expenses are the responsibility of the winner.

    Entry implies acceptance of the rules as final and legally binding. The judge's decision is final and no correspondence shall be entered into.

    The Promoter reserves the right to amend these terms and conditions and to amend or withdraw the promotion as necessary due to circumstances beyond its control. The Promoter does not make any commitment as to the period of time during which such monthly prize draw will be running and shall be entitled to stop or discontinue this prize draw at any time in the future.

    You can receive the name of the winner, which will be available from date of the draw, by sending a stamped addressed envelope to: Reviews prize draw, Ernest Jones, (Signet Trading Ltd.) Multichannel Department, Imperial Place 3, Maxwell Road, Borehamwood WD6 1JN.

    These Prize Draw Terms and Conditions are governed by English law and shall be subject to the exclusive jurisdiction of the English courts.

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Our liability to you

While we make every effort to ensure our Website is as accurate, current, complete or error free as possible, unless we are at fault we are not liable for any inaccuracies or errors which are beyond our reasonable control. In particular, we cannot guarantee that colours in our images will be rendered correctly on different computer monitors. The product dimensions supplied are intended to give an approximate indication of the size of individual products. Products shown may not be actual size. If you have any doubts about the colour, size or any other specification of the goods you wish to order, we recommend you Contact Us prior to placing an order on the Website.

The Website is provided, on an "as is" and "as and when available" basis without any representation or endorsement and we make no warranties of any kind, whether express or implied, in relation to the Website or its content offered on the Website.

We cannot guarantee that the Website is free from computer viruses, and you should take your own precautions in this respect. We will not be responsible or liable to you for any loss of content or material as a result of uploading to or downloading from the Website. If a fault occurs in the service you should report it to customer.services@ernestjones.co.uk and we will attempt to correct the fault as soon as we reasonably can.

We will try to make sure that the Website is always available. However, this is not always possible and access to the Website may be suspended temporarily and without notice in the case of any system failure, maintenance or repair or for any other reasons outside our control, as well as for any breach by you of these Terms & Conditions of Use.

We will not be responsible to you or any third party for any business loss (including loss of profits, revenue, contracts, anticipated savings, data, goodwill or wasted expenditure) or any indirect or consequential loss in connection with your use of the Website.

We remain liable however for:

  • loss, damage, death or personal injury resulting from our negligence;
  • fraud or fraudulent misrepresentations;
  • any other matter for which it would be illegal or unlawful for us to exclude or attempt to exclude our liability.

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Authorised Breitling dealer

Ernest Jones is an authorised Breitling dealer. All designs representations, images, photographs, texts, graphics, logos, symbols, names, references to the products and any related Breitling content on the Ernest Jones Website belonging to Breitling are protected by copyrights, author's right, trademark or design rights and other rights of Breitling.

If you have any questions regarding Breitling products please call us on 0870 9010973.

Links and third party e-commerce

The Website may contain links to other websites; these external websites are not under our control. We provide these links because we think they might interest you, but we do not monitor or endorse these other websites. We are not liable for such websites and cannot make any guarantees about them.

If you use our Website to deal with a third party (for example to enter a competition), it is up to you to read and comply with the Terms & Conditions and Privacy Policies of such third parties.

Please also see our Privacy Policy for more details of how we use your information.

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Suspension or termination of the Website or services

We reserve the right to suspend or terminate the Website or remove any of the services on it with immediate effect at any time, and without notice, for example if:

  • there is a change in the law that limits our ability to provide the Website;
  • an event beyond our control stops us providing the Website (eg: technical difficulties).

Changes to Terms & Conditions of Use of this Website

We reserve the right to change these Terms & Conditions of Use from time to time. If this happens, we will post the new Terms & Conditions of Use on the Website. It is your responsibility to ensure you regularly check these Terms & Conditions of Use to familiarise yourself with their terms and check any updates. If you do not wish to be governed by the revised Terms & Conditions of Use, please stop using the Website.

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General

These Terms & Conditions of Use are governed by the law of England and you and we agree to use the English courts if there is any dispute between us.

If any part of these Terms & Conditions of Use is found to be invalid by law, the rest of them remain valid and enforceable.

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User Content Terms of Use

These User Content Terms of Use govern your conduct associated with the customer ratings and review and the customer stories you may post or upload on our Website. To the extent there is any conflict between our Privacy Policy and these User Content Terms of Use, these User Content Terms of Use shall take precedence.

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Your obligations when posting or uploading content

By submitting any content to us, you represent and warrant that:

  • you are the sole author and owner of the intellectual property rights in that content or that you have permission from the owner and you have obtained the informed consent of any subjects of the images and that any subjects featured in any such images are at least 18 years of age at the time such material was created;
  • all "moral rights" that you may have in such content has been voluntarily waived by you;
  • all content that you post is accurate;
  • you are at least 18 years old;
  • use of the content you supply does not violate these User Content Terms of Use and will not cause injury to any person or entity.

You further agree and warrant that you shall not submit any content:

  • that is known by you to be false, inaccurate or misleading;
  • that infringes any third party's copyright, patent, trade mark, trade secret or other proprietary rights or rights of publicity or privacy;
  • that violates any law, statutes, ordinates or regulation (including, but not limited to, those governing export control, consumer protection, unfair competition, anti-discrimination or false advertising);
  • that is, or may reasonably be considered to be, defamatory, libellous, hateful, racially or religiously biased or offensive, of a sexual nature, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
  • for which you were compensated or granted any consideration;
  • that includes any information that references other websites, addresses, email addresses; contact information or phone numbers;
  • that contains any computer viruses, worms or other potentially damaging computer programs or files.

You agree to compensate and hold us (and our officers, directors, agents, subsidiaries, joint ventures, employees and third party service providers, including, but not limited to, Bizarre Voice, Inc) harmless from all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown including reasonable attorney's fees, arising out of a breach of your representations and warranties set out above or your violation of any law or the rights of a third party.

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How we may use any content you submit

For any content that you submit, you grant us a perpetual, irrevocable, royalty-free, transferable right and licence to use, reproduce, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell and/or distribute such content and/or incorporate such content into any form, medium or technologies throughout the world (whether in whole or in part, and whether cropped, adapted, altered or otherwise manipulated) without compensation to you.

All content that you submit may be used at our sole discretion. We reserve the right to change, condense or delete (without notice) any content on our Website that we deem, in our sole discretion, to violate the content guidelines or any other provisions of these User Content Terms of Use. We do not guarantee that you will have any recourse through us to edit or delete any content you have submitted. Ratings and written comments are generally posted within 2-4 business days from submission. However, we reserve the right to remove or to refuse to post any submission for any reason.

You acknowledge that you are responsible for the content of your submission. None of the content that you submit shall be subject to any obligation of confidence on our part, our agents, subsidiaries, affiliates, partners or third party service providers and their respective directors, officers and employees.

How we may use your details

By submitting your email address in connection with your rating and review or your stories, you agree that we, and any third party service providers, may use your email address to contact you about the status of your review and for other administrative purposes.

We may be required to disclose and shall disclose your identity to any third party who is claiming that any material posted or uploaded by you to our Website constitutes a violation of their intellectual property rights or of their right to privacy.

Checkout Assistant Service

When you use our online stores, details of any products that you seek to purchase and your email address may be collected as you fill in the Checkout form. If you do not complete your purchase we may contact you using these details to offer our assistance (in case, for instance, you were experiencing technical difficulties) and allow you to finalise your purchase.

You can choose to stop receiving our Checkout Assistance emails at any time by following the link at the bottom of each assistance email.

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Terms & Conditions for Buying Goods Online

1. These terms

What these terms cover

1.1 These are the terms and conditions on which we supply products to you, whether these are goods or services.

Why you should read them

1.2 Please read these terms carefully before you place an order with us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.

Confirmation of age

1.3 By purchasing products from us online, you confirm that you are at least 18 years old, or, if you are under 18, that you are placing an order on our website with the consent of your parent or guardian.
2. Information about us and how to contact us

Who we are

2.1 We are Signet Trading Limited, a company registered in England and Wales under registration number 03768979. Our registered office is at Imperial Place 3, Maxwell Road, Borehamwood, Hertfordshire WD6 1JN, England. Our registered VAT number is 233 000 924. Ernest Jones is a trading name of Signet Trading Limited.

Our Product Sourcing Policy

2.2 We understand and share the concerns of our customers that the products and services we sell should be responsibly sourced. Where and how our products are produced is something we take extremely seriously and keep under constant review.
2.3 We are a founding member of the Responsible Jewellery Council and have clear standards in relation to social, ethical and environmental business practices.
2.4 You can find further details regarding our Product Sourcing Policy online, where you will also be able to get more specific product information.

How to contact us

2.5 You can contact us by:
  • 2.5.1 speaking to any of our in-store members of staff; or
  • 2.5.2 telephoning our customer service team at 0800 458 1066 (calls are charged at local rate and may be recorded) or by writing to us:
  • by email: customer.services@ernestjones.co.uk
  • by post: Customer Service Department, Ernest Jones, Hunters Road, Hockley, Birmingham B19 1DS

How we may contact you

2.6 If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

Writing includes emails

2.7 When we use the words writing or written in these terms, this includes emails.
3. Our contract with you

How we will accept your order

3.1 By completing and submitting an order online, you are making an offer to purchase goods or services which, if accepted by us, will result in a binding contract.
3.2 After you have placed your order, we will send you an email to acknowledge your order which will confirm which goods or services you have ordered. This email is not an order acceptance from us and at this stage no contract is formed between us.
3.3 Upon despatching your goods from our warehouse, we will send you a confirmation email. This email constitutes our formal acceptance of your order by us, upon which a binding contract will come into existence between you and us.

If we cannot accept your order

3.4 We may be unable to accept your order, for example, in the event that:
  • 3.4.1 the goods are out of stock or appear to be damaged;
  • 3.4.2 your payment has not been authorised by your payment card issuer;customer.services@ernestjones.co.uk
  • 3.4.3 there are unexpected limits on our resources which we could not reasonably plan for;
  • 3.4.4 we have identified an error in the price or description of the products;
  • 3.4.5 we are unable to meet a delivery deadline you have specified; or
  • 3.4.6 you have cancelled your order in accordance with clause 8.
3.5 If we are unable to accept your order we will be in contact with you as soon as practicable (by email or by phone) to discuss your options.

We only sell to the UK

3.6 Our catalogue, e-catalogue, brochure and website are solely for the promotion of our products in the UK. Unfortunately, we do not accept orders from or deliver to addresses outside the UK.
4. Our products

Products may vary slightly from their pictures

4.1 The images of products in our catalogues, e-catalogues or brochures or on our websites are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
4.2 Although we have made every effort to be as accurate as possible, particularly for our handmade products, all sizes, weights, capacities, dimensions and measurements indicated in our catalogues, e-catalogues or brochures or on our websites may vary slightly.

Product packaging may vary

4.3 The packaging of the products may vary from that shown in images on our websites or in our catalogues, e-catalogues or brochures. Personalised Jewellery

Personalised Jewellery

4.4 Personalised Jewellery means any items of jewellery that are created by us in accordance with your specifications (this includes, but is not limited to, items with customised design, metals, stones or engravings). When you purchase any Personalised Jewellery, we will create a specific piece of jewellery designed in accordance with your requirements and you are responsible for ensuring all information provided to us is correct. If we are making the product to measurements you have given us you are responsible for ensuring that these measurements are correct.
5. Your right to make changes
If you wish to make a change to the product you have ordered, please contact us and we will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change, and ask you to confirm whether you wish to go ahead with the change.
6. Our right to make changes
6.1 We may change the products:
  • 6.1.1 to reflect changes in relevant laws and regulatory requirements; and
  • 6.1.2 to implement minor technical adjustments and improvements, for example to address a security threat.
6.2 In addition, we may make other changes to the products or changes to these terms after you have placed an order, but if we do so we will notify you and you may then contact us to end the contract and receive a full refund before the changes take effect.
7. Providing the products

When we will provide the products

7.1 For details of when the products you have ordered will be delivered to you, please see the relevant sections of our website depending on whether the products are goods or services (e.g. repairs or engraving services).

Delivery costs

7.2 The costs of delivery will be as displayed on our website.
7.3 We reserve the right to change or discontinue free delivery at any time before your order is placed.
7.4 Please note that if you cancel part of an order, the postage and packaging charge is recalculated on the price of the goods you keep and you may no longer qualify for free delivery.

We are not responsible for delays outside our control

7.5 If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know, and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event. However, if there is a risk of substantial delay, you may contact us to end the contract and receive a refund for any products you have paid for but not received.

Collection by you

7.6 If you have asked to collect the products from one of our stores, you can collect them from us at any time during our store opening hours (opening hours vary between stores; for further details please see our online store locator). Please see the delivery information section of our website for the documentation you are required to bring for security purposes.

If you do not rearrange delivery

7.7 If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not rearrange delivery or collect them from a delivery depot, we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or rearrange delivery or collection we may end the contract and clause 9.2 will apply.
7.8 If you do not collect a Personalised Jewellery item, custom design product, repair item or item made or ordered specifically to your requirements (Special Product) as arranged, or if, after a failed delivery to you, you do not rearrange delivery or collect the Special Product from a delivery depot, we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If you do not rearrange delivery or collection within 12 months (from the date of failed delivery or collection as arranged) or following three failed attempts by us to contact you, we may end the contract and will be entitled to dispose of or resell the Special Product without providing any refund or payment to you.

When you become responsible for the goods

7.9 A product which is goods will be your responsibility from the time we deliver the product to the address you gave us or you (or someone authorised on your behalf) collect it from us.

When you own goods

7.10 You own a product which is goods once we have received payment in full.
8. Your right to cancel the contract

Exercising your right to change your mind (Consumer Contracts Regulations 2013)

8.1 Under the Consumer Contracts Regulations 2013, you have the right to cancel this contract within 14 days without giving any reason (except in respect of items or products listed at clause 8.3).
8.2 Under the Consumer Contracts Regulations 2013, the cancellation period expires:
  • 8.2.1 if the product is goods, after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods; and
  • 8.2.2 if the product is services, after 14 days from the day on which the contract is entered into.

When you don’t have the right to change your mind

8.3 You do not have a right to change your mind in respect of:
  • 8.3.1 Personalised Jewellery, custom designs or items made or ordered specifically to your requirements;
  • 8.3.2 services (such as repair services), once these have been completed, even if the cancellation period is still running;
  • 8.3.3 products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; or
  • 8.3.4 any products which become mixed inseparably with other items after their delivery.

Our returns policy

Please note that our returns policy offered to UK customers is more generous than your legal rights under the Consumer Contracts Regulations in the ways set out below. Our returns policy does not affect your legal rights in relation to faulty or mis-described products (see clause 10).
Right under the Consumer Contracts Regulations 2013 How our returns policy is more generous
14 day period to change your mind. 30 day period to change your mind. This period may sometimes vary - check with the store or online customer service information as you may have longer e.g. over the festive season.
Consumer to pay costs of return. We pay the costs of return.
8.5 To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement, for example:
  • Phone or email
  • 8.5.1 by calling customer services on 0800 458 1066 (calls are charged at local rate and may be recorded) or emailing us at customer.services@ernestjones.co.uk. Please provide your name, home address, details of the order and, where available, your phone number and email address; or
  • By post
  • 8.5.2 by completing and printing the information in the table below and posting it to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.

Complete and return this form only if you wish to withdraw from the contract

To Ernest Jones, Customer Service Department, Hunters Road, Hockley, Birmingham B19 1DS; Tel: 0800 458 1066 (calls are charged at local rate and may be recorded); Email: customer.services@ernestjones.co.uk.

I/We[*] hereby give notice that I/we[*]cancel, my/our[*] contract of sale of the following goods[*]/for the supply of the following service[*].

Ordered on [*]/received on[*].

Name of consumer[s].

Address of consumer[s].

Signature of consumer[s] (only if this form is notified on paper).

Date:

[*] Delete as appropriate.

8.6 To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

How to return an item

8.7 If you are eligible under this contract and within the 30 day timeframe to return goods, you may return goods by post or to any UK Ernest Jones store (unfortunately, online orders cannot be returned to our stores in the Republic of Ireland or the Channel Islands) – please see the returns section of our website for further details of our returns/exchange process.
8.8 Products may only be returned so long as:
  • 8.8.1 the product is returned in its original, unopened and undamaged packaging; and
  • 8.8.2 valid proof of purchase is provided (receipt or invoice).
8.9 Please note that exchanges may only be made at one of our stores (we are unable to process exchanges by post).

Effect of cancellation

8.10 If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
8.11 We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
8.12 We will make reimbursement without undue delay, and not later than:
  • 8.12.1 14 days after the day we receive back from you any goods supplied;
  • 8.12.2 (if earlier) 14 days after the day you provide evidence that you have returned the goods; or
  • 8.12.3 if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
8.13 We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earlier.
8.14 You must send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
8.15 We will bear the cost of returning the goods.
8.16 If you requested the performance of services to begin during the cancellation period, you must pay us an amount which is in proportion to what has been performed until you have communicated to us your cancellation of this contract, in comparison with the full coverage of the contract.

Ending the contract where we are not at fault and there is no right to change your mind

8.17 If we are not at fault or you do not have a right to change your mind, you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the goods are delivered, and paid for. A contract for services is completed when we have finished providing the services and you have paid for them. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided, but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.
9. Our right to end the contract

We may end the contract if you break it

9.1 We may end the contract for a product at any time by writing to you if:
  • 9.1.1 you do not make any payment to us when it is due and you still do not make payment within 14 days of us reminding you that payment is due;
  • 9.1.2 you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products; or
  • 9.1.3 you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.

You must compensate us if you break the contract

9.2 If we end the contract in the situations set out in clause 9.1 we will refund any money you have paid in advance for products we have not provided, but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
10. If there is a problem with the product

How to tell us about problems

10.1 If you have any questions or complaints about the product, please contact us. You can telephone our customer service team on 0800 458 1066 (calls are charged at local rate and may be recorded) or write to us:
  • by email: customer.services@ernestjones.co.uk
  • by post: Customer Service Department, Ernest Jones, Hunters Road, Hockley, Birmingham B19 1DS
  • Alternatively, please speak to one of our staff in-store.

Summary of your legal rights

10.2 We are under a legal duty to supply products that are in conformity with this contract. Nothing in these terms will affect your legal rights.
10.3 If your product is goods, they must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
  • 10.3.1 up to 30 days: if your goods are faulty, then you can get an immediate refund;
  • 10.3.2 up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases; and
  • 10.3.3 up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.
10.4 If your product is services, for example a repair or engraving service:
  • 10.4.1 you can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it;
  • 10.4.2 if you haven’t agreed a price beforehand, what you’re asked to pay must be reasonable; and
  • 10.4.3 if you haven’t agreed a time beforehand, the service must be carried out within a reasonable time.

Your obligation to return rejected products

10.5 If you wish to exercise your legal rights mentioned in clauses 10.2-10.4 to reject products, you must either return them in person to where you bought them, post them back to us or (only if either method is unsuitable) allow us to collect them from you. We will pay reasonable costs of postage or collection, provided prior approval of the costs is obtained from us in advance and proof of purchase of postage/collection is provided. Please call customer services on 0800 458 1066 (calls are charged at local rate and may be recorded) or email us at customer.services@ernestjones.co.uk for a return label or to arrange collection.
11. Price and payment

Where to find the price for the product

11.1 The price of the product (which includes VAT) will be the price (subject to any specified expiry dates) set out in our price list, brochure, catalogue or e-catalogue in force at the date of your order unless we have agreed another price in writing. We take all reasonable care to ensure that the price of the product advised to you is correct. However, please see clauses 11.2-11.3 for what happens if we discover an error in the price of the product you order.

What happens if we got the price wrong

11.2 It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. If a pricing error is made on your order date, where possible we will inform you and give you the option of buying the goods at the correct price or cancelling your purchase.
11.3 If we accept and process your purchase where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract and refund you any sums you have paid.

How and when you must pay

11.4 We accept payment credit and debit payments on the following cards, if issued in the UK: Maestro, MasterCard, Visa, Visa Debit, Visa Electron, Solo, American Express and valid vouchers and gift cards, subject to terms and conditions stated therein.
11.5 An Interest Free Credit arrangement may be available to purchase your item (ask in-store for further details). Further terms and conditions apply
11.6 When you must pay depends on the type of goods or services you are purchasing and you must pay for the products in accordance with the times specified by us during the order process.
12. Our responsibility for loss or damage suffered by you

We are responsible to you for foreseeable loss and damage caused by us

12.1 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example if you discussed it with us during the sales process.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so

12.2 This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products; and for defective products under the Consumer Protection Act 1987.

We are not liable for business losses

12.3 We only supply the products for domestic and private use. If you use the products for any commercial, business or resale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
13. How we may use your personal information

How we will use your personal information

13.1 We will use the personal information you provide to us:
  • 13.1.1 to supply the products to you;
  • 13.1.2 to process your payment for the products; and
  • 13.1.3 if you agreed to this during the order process, to inform you about similar products that we provide, but you may stop receiving these at any time by contacting us.

Passing your personal information to third parties

13.2 We will only give your personal information to third parties where the law either requires or allows us to do so. Please find a link to our privacy policy here.
14. Other important terms

We may transfer this agreement to someone else

14.1 We may transfer our rights and obligations under these terms to another organisation. We will try to ensure that the transfer will not substantially affect your rights under the contract.

You need our consent to transfer your rights to someone else

14.2 You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

Nobody else has any rights under this contract

14.3 This contract is between you and us. No other person shall have any rights to enforce any of its terms.

If a court finds part of this contract illegal, the rest will continue in force

14.4 Each of the clauses of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining clauses will remain in full force and effect.

Even if we delay in enforcing this contract, we can still enforce it later

14.5 If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

Which laws apply to this contract and where you may bring legal proceedings

14.6 These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

Alternative dispute resolution

14.7 Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact an alternative dispute resolution provider we use. You can submit a complaint to The Retail Ombudsman via their website at http://www.theretailombudsman.org.uk. Please note that Ernest Jones is under no obligation to resolve complaints via alternative dispute resolution.
14.8 In addition please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform at the following webpage: http://ec.europa.eu/consumers/solving_consumer_disputes/non-judicial_redress/adr-odr/index_en.htm

PRICE PROMOTIONS AND OFFERS - Terms & Conditions

These terms and conditions apply to price promotions and offers by Ernest Jones. Unless otherwise indicated, all offers are available in store and online.

The following provisions apply to all price promotions and offers:

Signet Trading Limited, trading as Ernest Jones, reserves the right to amend promotion terms and conditions or withdraw any promotion or offer as necessary, due to circumstances beyond its reasonable control.

The relevant promotion terms, together with our applicable terms and conditions of sale for online purchases, shall apply to all purchases made under a promotion or offer.

If you return an item under our returns policy in relation to which you received a free gift, you must return both the item you paid for and the free gift. Unwanted free gifts are not eligible for exchange, refund or cash equivalent. Free gift offers are valid while stocks last.

Where an offer mentions that an item is reduced in price, any discount will be calculated at checkout before any postage or packaging charges are applied, unless otherwise stated.

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The following provisions apply to the named promotions only:

ONGOING PROMOTIONS
EMAIL WELCOME OFFER' DISCOUNT CODE
  • Each code is unique and is valid for two months from date of issue.
  • The discount code can only be redeemed once, online, and is subject to availability.
  • The code cannot be used in conjunction with any other promotion, coupon, discount or offers.
  • The code cannot be used on purchases of the following brands: Cartier, Omega, TAG Heuer, Breitling, Bremont, Zenith, Tudor, Chanel, Gucci and Michael Kors Access.
  • The code cannot be used for the purchase of gift cards, repairs, cleaning products or interest free credit.
  • Discount will be applied at basket stage.
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    TEMPORARY PROMOTIONS
    20% off selected full price diamond wedding rings
  • Offer available between Wednesday 18rd April 2018 - Wednesday 23th May 2018 inclusive.
  • 20% saving applicable to selected full price diamond wedding rings, as defined by Ernest Jones only.
  • Please enter code WEDDING20 at basket stage to redeem this offer.
  • This offer cannot be used in conjunction with any other promotion, coupon or discount.
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    3 for 2 on all Chamilia Jewellery

    • This offer is valid from Wednesday 18th April until Saturday 16th June 2018 inclusive.
    • Offer applies to all Chamilia products, with the lowest price item being received for free, when three are purchased in a single transaction.
    • This offer cannot be used in conjunction with any other promotions, coupons or discount offers.
    • Offer applies while stocks last and is subject to availability.

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    Mid-Season Sale
  • Offer is valid between Wednesday 28th March 2018 and Tuesday 17th April 2018 inclusive.
  • Savings apply to selected items only, while stocks last.
  • Promotional items are subject to availability.
  • Price stated includes the discount.
  • This offer cannot be used in conjunction with any other promotion, coupon or discount.
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    £50 off £250 spend
  • This offer is valid from Monday 19th March 2018 - Tuesday 27th March 2018 inclusive.
  • Customers are eligible for a £50 off voucher when spending £250 on both full price and reduced price items.
  • The discount code can only be redeemed once per transaction either online at ernestjones.co.uk or in-store.
  • To redeem, please enter your unique code at either basket stage online, or present to staff when paying in-store.
  • The discount will be applied at basket stage or at the till in-store.
  • This offer excludes gift packaging, engraving, postage and packaging online, gift cards, repairs, services, cleaning products and insurance replacement in store or online, and excludes the following brands: Rolex, Cartier, TAG Heuer, Omega, Breitling, Chanel, Bremont, Zenith, Chopard, Gucci and Tudor.
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    Voucher entitles you to £50 off selected full price merchandise, when you spend £250 or more in a single transaction. .
  • This offer is available Wednesday 7th March 2018 to Tuesday 10th April 2018.
  • Only one voucher is valid per transaction the unique online code can only be redeemed once, online at ernestjones.co.uk.
  • The voucher is valid at Ernest Jones stores or online at ernestjones.co.uk.
  • To redeem in store, please present the voucher to store staff when paying.
  • Discount will be applied at the time of purchase.
  • This voucher cannot be used in conjunction with any other promotion, coupon or discount offer.
  • This offer excludes gift packaging, engraving, postage and packaging online, gift cards, repairs, services, cleaning products and insurance replacement in store or online, and excludes the following brands: Rolex, Cartier, TAG Heuer, Omega, Breitling, Chanel, Bremont, Zenith, Chopard, Gucci and Tudor.
  • The discount will be applied at basket stage.
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    10% off is available on selected full price or reduced price items only
  • Offer available from Wednesday 28th March 2018 and Tuesday 17th April 2018 inclusive.
  • 10% off is available on selected full price or reduced price items only.
  • Voucher is redeemable once, online or instore
  • If purchasing online, please enter your unique code at basket stage
  • If purchasing instore, please present your code to store staff at the till
  • The voucher cannot be used for the purchase of gift cards, delivery charges, repairs, interest free credit or cleaning products.
  • The voucher cannot be used on purchases of the following brands: Cartier, Chanel, Breitling, Jaeger LeCoultre, Omega, TAG Heuer, Bremont, Zenith, Chopard, Tudor, Gucci or Michael Kors Access.
  • The discount will be applied at basket stage.
  • The voucher cannot be used in conjunction with any other promotion, coupon, discount or offer.
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    Vouchers
  • Spend £100 or more between Wednesday 21 March 2018 and Tuesday 24 April 2018 and receive a £50 voucher.
  • The £50 voucher can be redeemed when spending £150 or more on full price items only between Wednesday 21 March 2018 and Tuesday 24 April 2018 inclusive.
  • Voucher is redeemable once, online only at www.ernestjones.co.uk
  • The voucher cannot be used for the purchase of gift cards, delivery charges, repairs, interest free credit or cleaning products.
  • The voucher cannot be used on purchases of the following brands: Cartier, Chanel, Breitling, Jaeger LeCoultre, Omega, TAG Heuer, Bremont, Zenith,Gucci or Michael Kors Access.
  • The £50 discount will be applied at basket stage.
  • If an order or part of an order is cancelled the voucher will become invalid.
  • The voucher cannot be used in conjunction with any other promotion, coupon, discount or offer and can only be used once.
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    BUY A WEDDING RING IN STORE AND GET 10% OFF ETERNITY RINGS AND JEWELLERY
  • This voucher is only issued to customers who buy a wedding ring in store between Wednesday 17th May 2017 and Monday 24th December 2018
  • This voucher can be redeemed between Wednesday 17th May 2017 and Monday 31st December 2018.
  • This voucher entitles customers to 10% off Eternity Rings and Jewellery products in a single transaction, excluding engagement rings, wedding rings, watches and gift cards.
  • This voucher cannot be used for the purchase of gift cards, cleaning products, repairs, or warranty.
  • This offer excludes delivery charges when redeeming online.
  • The voucher is only redeemable once online or in store.
  • This voucher cannot be used with any other coupon or voucher.
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