Terms & Conditions

Website

By using this website and / or proceeding to commission a bespoke item with us, you are agreeing to accept the terms & condition of use.

“We” and “Us” means Sonkai Jewellers.
“You” means the person using the website.
The website means www.sonkai.co.uk

Jewellery Returns

Returning Non-Bespoke Items Purchased In-Store

We will accept goods for exchange (or refund where applicable) with proof of purchase.

If you are bringing an item back to exchange it must be unworn, in perfect condition and in the original packaging.

Due to UK health and safety legislation, earrings cannot be returned.

If there is a fault with your jewellery we will offer to repair / replace the piece or fully refund if preferred.

We are not obliged to offer a refund, repair or replacement if you have:

accidentally damaged the item
misused it and caused a fault
tried to repair it yourself or had someone else try to repair it, which damaged the item
if you knew it was faulty before you bought it
if you decide you no longer want the item (for example it is the wrong size or colour or does not suit you).

In the rare instance there is a problem, we look at each case on an individual basis and strive to find the fairest and most appropriate resolution.

This does not affect your statutory rights – for full information on the Sale of Goods Act (SOGA) go to www.oft.gov.uk

Jewellery can be returned to us by post or brought directly to the store.

To return your order you must notify us in writing at mail@sonkai.co.uk. You have 14 days to do this and return your item(s) from the date of purchase / receipt.

Returns must be sent with the appropriate insurance via Royal Mail Special Delivery to: Sonkai Jewellers, 9 Royal Arcade, Norwich, Norfolk, NR2 1NQ. These items remain your responsibility until received and signed for by us.

We aim to make the refund or exchange within 10 days of receipt of the returned goods. Refunds will be made in the same form as the original payment.

Returning Non-Bespoke Items Purchased Online

As above but you have 14 days from receipt to return an item if it is not suitable or you have changed your mind.

Jewellery can be returned to us by post or brought directly to the store.

To return your order you must notify us in writing at mail@sonkai.co.uk. You have 14 days to do this and return your item(s) from the date of purchase / receipt.

We aim to make the refund or exchange within 10 days of receipt of the returned goods. Refunds will be made in the same form as the original payment.

Bespoke Commissions

Bespoke – any item that we have custom made to order to suit your specific needs and requirements.

Design and Quote

We do not always make an upfront charge for our initial design services, but we reserve the right to do so at any time before, or during the process.

If we make a charge upfront for the design work, this amount will then be deducted from the final cost of the item, once completed.

If you do not proceed to have your piece made, the design charge is non-refundable.

Acceptance of the Design and Quote / Paying a Deposit

Deposit: Once you have agreed to proceed with manufacture - after agreeing to a design and quote - we require a 50% deposit to be paid by cash, card (in store or over the phone) or bank transfer.

You are responsible for any fees associated with paying by bank transfer and Sonkai Ltd should receive the full amount for the order.

This deposit is non-refundable at any stage of production.

Final Payment: The remainder is due upon collection of the finished piece.

Returning Bespoke Work

A bespoke item is, in normal cases, non-refundable and cannot be exchanged.

If a bespoke item has been made as specified and is not faulty or mis-sold in any way; there will be a fee to change the design / re-make if you have changed your mind or the design is not liked. The fee will vary depending on the design, labour and materials specific to that piece.

The suitability of the design is ultimately your responsibility - we will advise on wearability / durability / best care practice for different styles and materials but we cannot be held liable for anything over and above normal wear and tear.

Design and Reproduction

All designs remain the property of Sonkai Ltd.

All designs have the potential to be reproduced in some way and can never be guaranteed to be a one-off.

Whilst we will never copy another designer’s work, we are not responsible for others copying our work.

For the purposes of clarification – a design described as unique on our website or advertising means that it must have at least one difference to any other design made by us.

Charges

Our prices include VAT and hallmarking and are based upon current material costs.

All quotes are held for approximately 7 days, after which they may need reviewing to allow for fluctuations in the material costs.

If part of the design and quote process for your piece includes ordering a selection of stones 'on approval' from our suppliers for you to view and select from; should you not end up proceeding to have an item made, we may need to make a charge to cover the postage fees for receiving / returning these stones to / from our suppliers.

Caring for Your Jewellery and Insurance

We will advise you during the design / purchase of your products on the durability and best care practices for that piece.

We cannot be held responsible for any loss or damage incurred if this advice has not been followed.

If a proven manufacturing fault occurs, we will always put this right at our expense – if at this stage you request a change to the original design, this aspect of the work will then be chargeable.

We are not responsible for correcting damage from neglect, accidents or wear and tear. This work will be chargeable.

Annual Checks: We recommend that your jewellery is brought to us once a year for a complimentary steam clean and check, to keep an eye on any potential issues or wear and tear before it becomes a problem. It is your responsibility to make these appointments.

Insurance: It is your responsibility to keep your item(s) correctly insured as we do not offer this service.

Diamonds, Gemstones and Bullion

New Diamonds: When purchasing new diamonds for our jewellery, we only use suppliers that strictly adhere to the Kimberley Process. If you have purchased your own, new diamond, for us to create you a bespoke commission with; we will need proof this is from a trusted supplier who also adheres to the Kimberley Process.

Re-using Old Diamonds: This does not apply for commissions where we are utilising your own diamonds from existing jewellery as these are not a new purchase.

Stone Weights: Diamond carat weights stated are within 0.05 carats of the exact weight to comply with FTC regulations.

Stone Type & Origin: Any geographical or origin provenance claims made in respect of gemstones and metal are made in good faith based on statements from our suppliers.

Re-using Your Own Stones: If we are using your own gemstones for a commission, please be aware that we cannot guarantee the integrity and usability of your stones until they are completely removed from their existing settings. There is always a risk to the stones during the removal process. We are not responsible for replacing these stones if they are damaged. Once removed, we will either confirm to you that your original quote stands or provide you with an updated quote that includes the price for any additional like-for-like stones needed to complete the design. Should you decide for any reason to not proceed with your commission once the stones are removed, there will be a charge for the labour involved in removing the stones from their settings and we will not be able to restore the jewellery to its original state.

Re-using Your Own Metal: If we are using your own metal, please be aware that we cannot guarantee that your finished piece will achieve the desired hallmarking standards. On rare occasions metal from existing jewellery can prove to be unworkable due to alloy mixes and / or previous manufacturing processes. If your metal proved unworkable, there will be a charge for us to complete your commission with new material, supplied by us. Should you decide to not proceed with your commission because of this, there will be a charge for the design, labour, materials and any manufacturing costs incurred by us up to this point and we will not be able to restore your jewellery to its original state.

General

T&C: We reserve the right to change / modify / update these Terms & Conditions at any point and without notice. Changes will be posted on our website and are effectively immediately.

Company Information: Sonkai Ltd, company number 05720695

Registered Office, 9 Royal Arcade, Norwich, NR2 1NQ

VAT registration number – GB 883 8408 81

Complaints

Should you have a complaint about your product or service, please contact us by email, telephone, letter or in person by coming into the store. We recommend booking an appointment to go through any concerns you may have, so we can ensure our designer and goldsmith are both available to discuss these issues with you.

We will strive to correct any issues you may have to come to a satisfactory resolution.

Should you feel this has not been possible, you can contact our trade association – The National Association of Jewellers https://www.naj.co.uk/making-a-complaint. They will attempt to mediate a satisfactory outcome.