Policies
Returns & Refund Policy
Last updated: July 2026EU Statutory Right of Withdrawal
Under the EU Consumer Rights Directive (2011/83/EU), consumers in the European Union have the right to withdraw from an online purchase within 14 days of receiving their order, without giving a reason.
To exercise this right, you must notify us by email within 14 days of receipt:
Your email must include your order details and a clear statement that you wish to withdraw from the purchase. Once we have received your withdrawal request, you must return the item within a further 14 days. Return postage is your responsibility (see below). No restocking fee applies to returns made under this statutory right. However, if an item comes back showing handling beyond what is needed to establish its nature and characteristics — beyond how you could examine it in a shop — we may deduct an amount reflecting the diminished value of the piece, as permitted by the Directive.
Exception: The right of withdrawal does not apply to items that have been resized, altered or customised in any way after purchase, as these constitute goods made to the consumer's specifications under Article 16(c) of the Directive.
Material Defects
If you believe you have received an item with a material defect that was not disclosed at the time of sale, please notify us by email as soon as possible after receipt:
Your email must include:
- Your order details
- A clear written description of the defect
- Photographic evidence of the defect
We will review your submission and respond within three business days. We reserve the right to assess whether a reported issue constitutes a material defect. Prompt notice helps us put things right quickly, but it does not limit or affect your statutory rights under Irish and EU consumer law, including your rights where goods are not as described or not of the quality you are entitled to expect.
Items That Cannot Be Returned
The right of withdrawal does not apply to:
- Items that have been resized, altered or customised in any way after purchase
Once a piece has been resized or customised, whether by us at a buyer's request or by a third-party jeweller, it is final sale and non-refundable, as goods made to the consumer's specifications. Items returned worn, damaged or altered beyond what is needed to inspect them may have the refund reduced to reflect their diminished value.
Approved Returns: Conditions
If a return is approved, the item must be sent back in the exact condition in which it was received, in its original Robyn & Gold packaging. Items that are returned in a different condition will not be eligible for a refund.
Approved returns must be dispatched within seven days of our written approval.
Return Postage
For withdrawal and change-of-mind returns, return postage costs are the sole responsibility of the sender. Where a material defect is confirmed, we will refund reasonable, tracked return postage. In all cases we strongly recommend using a fully tracked and insured postal service. Robyn & Gold cannot be held responsible for items lost or damaged in transit on their return journey.
International customers must clearly mark packages as "Returned Goods" on all customs documentation. Any customs duties, taxes or fees incurred due to incomplete or incorrect documentation are the responsibility of the sender and may be deducted from any refund due.
Restocking Fee
No restocking fee applies to returns made under the EU statutory right of withdrawal, or to confirmed material defects. For any other return we agree to accept as a goodwill gesture, a 5% restocking fee will be deducted from the refund.
Refund Processing
Once a returned item has been received and inspected, we will notify you of the outcome by email. For returns made under the statutory right of withdrawal, refunds — including the standard outbound delivery charge where the whole order is returned — are issued to your original payment method within 14 days of us receiving the item back (or receiving proof of postage, whichever is earlier), less any deductions noted above. Other approved refunds are processed within 7–14 business days.
Questions
If you have any questions about a piece before purchasing, please get in touch. We would rather you feel completely confident before you buy.
Email: info@robynandgold.com
Instagram: @robynandgold