Refund policy

RETURNS AND REFUNDS POLICY

Last updated: 16/07/2026

We want you to be happy with your My Charm Bar order. This policy explains how returns, cancellations, damaged items, missing items and refunds are handled.

This policy is in addition to your statutory rights under UK consumer law. Nothing in this policy limits or removes those rights.

30-DAY RETURNS POLICY

We offer a 30-day return period for eligible items.

You must contact us within 30 days of receiving your order if you would like to request a return.

To request a return, email:

thecharmbarcompanyuk@gmail.com

Please include:

• Your name
• Your order number
• The item you would like to return
• The reason for the return

Please do not return an item without contacting us first. We will provide the return address and return instructions once your request has been reviewed.

Returns should be sent to:

[INSERT RETURN ADDRESS]

CHANGE-OF-MIND RETURNS

You may request a return if you have changed your mind.

For returns requested after the statutory 14-day cancellation period but within our additional 30-day returns period, the item must be:

• Unworn and unused
• In its original condition
• Returned with any original packaging
• Free from damage, marks, scents or signs of wear
• Accompanied by proof of purchase

We may decline a return under our additional returns policy if the item has been worn, used, damaged or altered after delivery.

During the statutory 14-day cancellation period, you may inspect an item in the same way that you reasonably could in a shop. We may reduce the refund if the item has been handled beyond what was reasonably necessary and this has reduced its value.

UK CANCELLATION RIGHTS

For most online purchases, UK customers have the legal right to cancel their order without giving a reason.

You must tell us that you wish to cancel within 14 days beginning on the day after you receive your order.

After telling us that you wish to cancel, you must return the goods within a further 14 days.

You can exercise this right by emailing:

thecharmbarcompanyuk@gmail.com

Please provide your name and order number and clearly tell us that you wish to cancel the order.

Certain genuinely personalised or made-to-specification products may be exempt from the statutory right to cancel. Where this applies, it will be made clear before you place your order.

Selecting a base and charms from our standard Build Your Own range will not be treated as non-returnable solely because we assemble the selected components for you.

RETURN POSTAGE

For ordinary change-of-mind returns, the customer is responsible for the cost of returning the item unless we agree otherwise.

We recommend using a tracked postal service and retaining proof of postage. You are responsible for packaging the item securely to prevent damage during its return.

If an item is faulty, damaged, incorrect or incomplete when delivered, we will cover the reasonable cost of returning it where a return is required. We may provide a prepaid return label or agree another return method with you.

DAMAGED, FAULTY, INCORRECT OR INCOMPLETE ORDERS

Please inspect your order after delivery.

• An item arrives damaged
• An item appears faulty
• You have received the wrong product
• A charm or other component is missing
• Your order does not match what you purchased

Email:

thecharmbarcompanyuk@gmail.com

Please include:

• Your order number
• A description of the problem
• Which item or charm is affected
• Clear photographs of the complete item
• Close-up photographs showing the problem
• Photographs of the internal and external packaging, where relevant
• A photograph of the delivery label, where relevant

These photographs help us understand what may have happened and allow us to resolve the matter more quickly.

We may also review the original order, TikTok Live order notes, fulfilment records and any photographs or records created while preparing the order.

Requesting this information does not affect your statutory rights. Where a problem cannot reasonably be assessed through photographs, we may ask for the item to be returned for inspection.

Please retain the item and its packaging until we have reviewed the issue.

Depending on the circumstances and your legal rights, we may:

• Send a missing charm or component
• Repair the item
• Replace the affected item
• Provide an appropriate price reduction
• Provide a partial refund
• Provide a full refund

We will not require you to pay reasonable return costs where the goods were faulty, damaged, incorrect or incomplete when delivered.

BUILD YOUR OWN AND PERSONALISED ITEMS

Most Build Your Own products are assembled using standard bases and charms selected from our available range. These products are covered by the change-of-mind and cancellation provisions explained above.

Some products may be genuinely personalised or made to an individual specification. Examples may include products containing:

• A personal name
• Custom engraving
• A personal photograph
• A personal message
• A design or specification that is not part of our standard product range

Genuinely personalised or made-to-specification items cannot normally be returned simply because you have changed your mind.

This exception does not apply if the product is faulty, damaged, incorrect, incomplete or not as described.

PIERCED JEWELLERY AND HYGIENE-SEALED ITEMS

Where pierced jewellery or another hygiene-sensitive item is delivered in sealed packaging, it cannot be returned for a change of mind once the hygiene seal has been broken.

This does not affect your rights where the product is faulty, damaged, incorrect or not as described.

This section only applies where the product was supplied with an appropriate hygiene seal.

SALE ITEMS

Sale and discounted items are covered by the same statutory consumer rights as full-price items.

Eligible sale items may also be returned under our 30-day returns policy unless a different voluntary returns period was clearly stated before purchase.

Products cannot be excluded from statutory remedies merely because they were purchased during a sale.

GIFT CARDS

Gift cards cannot normally be exchanged for cash or returned after they have been used.

Any statutory cancellation rights that apply to an unused gift card are unaffected.

EXCHANGES

We do not normally process direct change-of-mind exchanges.

The quickest way to obtain another item is to return the original eligible product and place a separate order once the return has been accepted.

Where an item is faulty, damaged, incorrect or incomplete, we may offer a replacement as part of resolving the problem.

REFUNDS

We will notify you once we have received and inspected your return.

Approved refunds will be issued to the original payment method unless otherwise agreed.

For a statutory cancellation, we will issue the refund without undue delay and no later than 14 days after:

• We receive the returned goods; or
• You provide evidence that the goods have been returned,

whichever happens first.

Where the entire order is cancelled under your statutory cancellation rights, we will also refund the cost of our least expensive standard delivery option.

If you selected a more expensive or expedited delivery service, we are not required to refund the additional delivery cost above our standard delivery charge.

For other refunds due under your statutory rights, the refund will be made without undue delay and within the time required by law.

Your bank or payment provider may take additional time to display the refund after we have processed it.

Please contact us at thecharmbarcompanyuk@gmail.com if an approved refund has not appeared after 15 business days.

REFUNDS AFTER 30 DAYS

The end of our voluntary 30-day returns period does not remove your statutory rights.

You may still be entitled to a repair, replacement, price reduction or refund if an item was faulty, damaged, misdescribed or otherwise did not meet the requirements of UK consumer law when it was supplied.

For questions about returns, damaged products or refunds, contact:

My Charm Bar
Email: thecharmbarcompanyuk@gmail.com
Return address: [INSERT RETURN ADDRESS]