Refund policy
Return, Refund, Order Change & Cancellation Policy
Please read this policy carefully before placing your order.
Personalized and Made-to-Order Products
Belbren products are personalized and made to order using information and options selected or supplied by the customer.
Personalization may include:
- Names
- Dates
- Photographs
- Engravings
- Birthstones
- Ring sizes
- Colours
- Designs
- Other custom details or options
Because these products are made specifically for each customer, we do not accept returns, exchanges, refunds, or cancellations due to:
- A change of mind or buyer’s remorse
- No longer wanting the product
- Selecting the wrong product, design, colour, or option
- Selecting the wrong ring size
- Providing incorrect names, dates, spelling, or engraving details
- Providing an incorrect, unsuitable, or low-quality photograph
- Selecting incorrect birthstones or other personalization options
Once a personalized product has been made correctly according to the customer’s submitted order and delivered, it cannot be returned, exchanged, refunded, or remade free of charge because of buyer’s remorse, a change of mind, or an error made by the customer.
This does not affect the customer’s statutory rights where a product is faulty, damaged, incorrect, not as described, or made differently from the information submitted with the order.
Checking Your Order
Customers are responsible for carefully checking all information and selected options before completing an order.
Please check:
- Names and spelling
- Dates
- Photographs
- Engraving text
- Ring sizes
- Birthstones
- Colours and designs
- Product styles and options
- Delivery information
- Other personalization details
Belbren is not responsible for customer-submitted errors where the product has been made correctly according to the information and options received.
Order Changes Before Dispatch
Please contact us immediately if you need to request a change to your order.
A requested change will be free only when:
- The request is made within 12 hours of placing the order; and
- Production has not started.
If production has already started but the order has not been dispatched, Belbren may accept a customer-requested change at its discretion.
When an approved change requires production work to be repeated, materials to be replaced, or the product to be remade, a 20% production change/remake fee will apply.
The fee is calculated as 20% of the affected product’s purchase price.
The fee may apply to requested changes involving:
- Names, dates, or engraving details
- Photographs
- Birthstones
- Ring size
- Colour or design
- Product options
- Other customer-selected personalization details
We will inform the customer of the applicable fee before carrying out the requested change.
The 20% charge is a production change/remake fee. It is not a return or restocking fee.
Once production has progressed too far, the product has been completed, or the order has been dispatched, changes may no longer be possible.
The production change/remake fee does not apply where the change is required because of an error made by Belbren.
Cancellations
A cancellation request made within 12 hours of placing the order may be accepted without charge only if production has not started.
Once production has started, cancellations are not normally accepted because the personalized product is being made specifically for the customer.
Please contact us immediately if you need to request a cancellation. We cannot guarantee that a cancellation will be possible.
Customer Errors Discovered After Delivery
We do not accept returns, exchanges, refunds, or free remakes when the delivered product was made correctly according to the information and options submitted by the customer.
This includes:
- An incorrect ring size selected by the customer
- Incorrect names, dates, or spelling
- An incorrect, unsuitable, or low-quality photograph
- Incorrect birthstones, colours, or engraving details
- Selecting the wrong product, design, or option
- Buyer’s remorse
- A change of mind after delivery
The 20% production change/remake fee applies only when Belbren approves a requested change before dispatch.
It does not create a right to return, exchange, refund, or remake a personalized product after delivery.
Faulty, Damaged, Incorrect, or Misdescribed Products
Please contact us as soon as possible if your product arrives:
- Faulty
- Damaged
- Different from what you ordered
- Incorrectly personalized because of an error made by Belbren
- In the wrong size because of an error made by Belbren
- Not as described
- Not fit for its intended purpose
Please provide:
- Your order number
- A clear description of the problem
- Clear photographs of the product
- Photographs of the packaging where relevant
For an approved faulty, damaged, incorrect, or misdescribed product claim:
- Belbren will provide return instructions.
- Where a return is required, Belbren will provide a prepaid downloadable or printable return label, or reimburse reasonable return postage approved in advance.
- No production change/remake fee or restocking fee will apply.
- The available remedy may include a refund, repair, replacement, or another remedy required under applicable consumer law.
If a qualifying fault is reported within 30 days of receiving the product, the customer may be entitled to reject the product and request a full refund.
Consumer rights relating to faulty, damaged, incorrect, or misdescribed goods may continue after the initial 30-day period. This policy does not restrict or replace those statutory rights.
Return Process
Do not return a product without first contacting Belbren and receiving return instructions.
Approved returns must be securely packaged and include the order information requested by our customer support team.
Once the returned product has been received and inspected, we will contact the customer regarding the outcome.
Unauthorised returns may not be accepted.
Return Shipping Costs
For approved returns involving a faulty, damaged, incorrect, or misdescribed product, Belbren will cover the reasonable return shipping cost.
Customers must follow the return instructions supplied by Belbren.
Return shipping costs arranged independently without prior approval may not be reimbursed.
Refunds
Approved refunds will be issued to the original payment method.
Where a full refund is required because the product is faulty, damaged, incorrect, not as described, or made differently from the customer’s submitted order, no production change/remake fee or restocking fee will be deducted.
Please allow additional time for your bank, card issuer, PayPal, Klarna, or other payment provider to process the refund after it has been issued.
Any refund due under applicable consumer law will be processed within the legally required timeframe.
Exchanges
We do not offer exchanges due to buyer’s remorse, incorrect customer selections, or customer-submitted personalization errors.
Where a product is faulty, damaged, incorrect, or not as described, a replacement may be offered where appropriate and in accordance with the customer’s statutory rights.
Statutory Consumer Rights
Nothing in this policy excludes, restricts, or limits any rights or remedies available to customers under applicable Irish or European Union consumer law.
Contact Us
For order changes, cancellations, faults, damage, returns, or other assistance:
Email: contact@belbren.com
Phone: +353 87 634 6113
Opening hours: Monday to Friday, 10:00 AM–10:00 PM