Refund policy

Last updated:  4 May 2026

About this policy

This policy explains your rights to cancel, return or get a refund on items bought from abiza.co.uk. It applies alongside your statutory rights as a UK consumer under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, which are not affected by anything in this policy.

For the full set of terms governing your purchase, see our Terms of Service.

Personalised, custom and engraved items

This is the most important section to read before placing a personalised order.

Personalised items — including engraved jewellery, items with custom names, initials, dates, handwriting, paw prints, photo engravings, custom chain lengths and any other made-to-order specification — are made specifically for you. We begin production as soon as you confirm the personalisation details on your order.

Once production has started, personalised items cannot be cancelled, returned or refunded unless they arrive faulty, damaged or are not what you ordered. This is in line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, regulation 28(1)(b), which excludes personalised and bespoke goods from the standard 14-day cancellation right.

Please double-check spellings, dates, capitalisation and any photos or images you supply before confirming your order. If you spot a mistake within one hour of ordering, contact us straight away at info@abiza.co.uk and we'll do our best to amend it before production begins.

Standard returns (non-personalised items)

For non-personalised items, you have a statutory right to cancel your order within 14 days of receiving it under the Consumer Contracts Regulations 2013.

To exercise this right:

  • Email us at info@abiza.co.uk within 14 days of receiving your order, including your order number.
  • Return the item to us in unused, resaleable condition with all original packaging within a further 14 days.
  • Return postage is the customer's responsibility unless the item is faulty.

Items must be returned in their original, unworn condition. We may reduce the refund to reflect any loss of value if items show signs of wear beyond what was reasonably necessary to inspect them.

Faulty or damaged on arrival

Under the Consumer Rights Act 2015, you are entitled to a refund, replacement or repair if your jewellery is faulty, not as described, or unfit for purpose.

If your order arrives faulty or damaged, please:

  • email info@abiza.co.uk within 30 days of receipt;
  • include clear photographs of the issue and your order number;
  • we'll arrange a free return and offer a full refund, replacement or repair as appropriate.

Manufacturing faults beyond 30 days — 3-month warranty

Beyond the initial 30-day return window, we offer a 3-month warranty for manufacturing faults. If a piece develops a manufacturing fault within 3 months of purchase, email info@abiza.co.uk with photographs and your order number and we'll arrange a repair or replacement.

This warranty is in addition to your statutory rights as a UK consumer under the Consumer Rights Act 2015 — it does not replace or limit them. Genuine manufacturing faults remain covered by your statutory rights for as long as UK law provides, regardless of whether they appear within or beyond our 3-month warranty.

What isn't covered

Our warranty does not cover damage caused by:

  • accident, drops or knocks;
  • misuse or use other than as intended;
  • normal wear and tear;
  • contact with chemicals — including perfume, lotions, hand cream, household cleaning products and chlorine;
  • swimming, showering, exercising or sleeping while wearing your jewellery;
  • attempts to repair the item by anyone other than us.

Following the care guidance included with your order keeps your jewellery looking its best and protects your warranty.

Refund timing

Refunds are issued within 14 days of us receiving the item back. We refund:

  • the cost of the item;
  • the cost of the cheapest standard delivery option we offered.

Refunds go back to the original payment method. Depending on your bank or card provider, the funds typically appear within 3–10 working days of us issuing the refund.

Your statutory rights

Nothing in this policy affects your statutory rights as a UK consumer. If you would like more information about your rights, please contact your local Citizens Advice or visit citizensadvice.org.uk.

Contact us

For any questions about returns, refunds or replacements, email info@abiza.co.uk. We aim to respond within one working day.