At Houghten’s Goldsmiths, we engineer heirlooms designed to be passed down for generations. Because the vast majority of our work involves deeply personal, one-of-a-kind commissions, our returns and refunds policies are structured to protect the immense time, raw materials, and craftsmanship dedicated to your specific piece.
1. Bespoke Commissions
Every bespoke commission is uniquely crafted to your exact specifications, finger size, and design brief. Due to the highly customized nature of this work, all bespoke commissions are strictly non-refundable once manufacturing has commenced.
- The 50% Deposit: To formally secure your commission and allow us to procure your ethical gemstones and precious metals, a 50% non-refundable deposit is required.
- Final Payment: The remaining 50% balance is due only upon completion of the piece, prior to final collection or dispatch.
- Design Approval: You will be fully involved in the CAD rendering and approval stage. No metal is cast until you have given your final written sign-off on the design.
2. Complimentary Sizing
We understand that capturing the perfect fit can occasionally be challenging, especially when commissioning a surprise engagement ring. To ensure absolute perfection, every bespoke ring commission includes one complimentary resizing.
This complimentary service must be claimed within 60 days of collecting your completed piece. Any subsequent sizings, or sizings requested after this period, will be subject to our standard workshop tariffs.
3. The Houghten’s Lifetime Guarantee
We stand firmly behind the mastery of our bench. Houghten’s Goldsmiths is proud to offer a Lifetime Guarantee on all our bespoke creations against any manufacturing defects or structural faults originating from our workshop.
Please note that this guarantee covers the integrity of the craftsmanship. It does not cover:
- Everyday wear and tear, superficial scratches, or the natural dulling of metal over time.
- Accidental damage, blunt force trauma, or caught claws leading to the loss of a gemstone.
- Pieces that have been repaired, resized, or polished by a third-party jeweller not affiliated with Houghten’s.
We strongly recommend that you insure your high-value items against accidental damage, theft, and loss through a dedicated jewellery insurance provider.
4. Repairs & Restorations
For trade and private repair services, all work is quoted upfront and requires your approval before we proceed. Due to the labor-intensive nature of restorations, repair fees are non-refundable once the work has been completed.
As noted in our repair intake guidelines, antique and heavily worn pieces carry inherent risks. While we utilize microscopic laser welding to minimize stress on delicate items, we cannot be held liable for stones that fracture due to pre-existing internal flaws or structural failures completely unrelated to the specific repair being carried out.
5. Trade & B2B Partners
White-label manufacturing and commercial repair agreements are governed by the specific terms outlined in your trade contract. Please refer to your individual service level agreement (SLA) for details regarding bulk order returns or commercial refinement dispute windows.
6. Your Legal Rights
Under UK GDPR, you possess rights regarding your personal data, including the right to request access, correction, erasure, or restriction of processing. Trade partners may also request an export of their workshop history. To exercise any of these rights, please contact our workshop management.
7. Contact Us
If you have any questions regarding a recent commission, or need to arrange your complimentary sizing, please reach out to us:
Houghten’s Goldsmiths Ltd.
Chichester, West Sussex, England.
WhatsApp / Direct Line: 07739 046222