Returns & Exchanges

Wholesale returns work differently from consumer returns. You are buying stock to resell, so the question is not whether you changed your mind — it is whether what arrived matches what you ordered. This page sets out what we accept, what we do not, and how to raise a claim.

The claim window

The configured return request window is 14 days after delivery. Inspect your order as soon as it arrives. Photograph any problem before the goods are unpacked further, mixed into existing stock, retagged, or sent on to your own customers — once that has happened we cannot establish what condition the goods arrived in, and the claim will be declined.

What we accept

• Wrong item or wrong quantity — you received something other than what the packing list states.
• Manufacturing defects — broken clasps, failed solder joints, missing stones, plating faults, misaligned settings.
• Transit damage — provided the carrier's paperwork was annotated at the point of delivery (see Shipping Information).
• Material discrepancy — the item is not the material stated on the product page.

What we do not accept

• Change of mind, over-ordering, or stock that did not sell.
• Items that have been worn, retagged, engraved, re-plated, resized, or otherwise altered.
• Normal variation between units. These are volume-produced goods: slight differences in tone, chain lay, stone figuring, and finish between pieces of the same SKU are inherent to the product, not defects.
• Colour differences attributed to on-screen rendering. Screens are not calibrated to each other and metal finishes photograph unevenly.
• Natural stone and pearl variation. Every stone differs; that is the material, not a fault.
• Tarnish or plating wear that develops after delivery through wear, moisture, cosmetics, or storage. See our care guidance.

How to raise a claim

1. Email sales@adorntrade.com within the claim window with your order number.
2. Attach clear photographs: the affected items, the defect in close-up, and the carton and label if the issue is transit-related.
3. State the SKU and the affected quantity. For a defect claim across a batch, photograph enough units to show the failure rate.
4. Wait for written authorisation before returning anything. Goods sent back without authorisation cannot be matched to a claim and may be refused.

We aim to give a first response within two business days of receiving a complete claim. Complex batch claims may need longer; we will tell you if so rather than going quiet.

Who pays return shipping

Where the fault is ours — wrong item, wrong quantity, a manufacturing or quality-control defect, or material discrepancy — we cover return carriage, or we resolve the claim without a physical return where returning low-value goods costs more than the goods are worth.

Where a return is agreed but the fault is not ours, outbound and return carriage are yours, and the original shipping charge is not refunded.

Do not return goods using a service that bills the recipient. Unauthorised freight-collect returns are refused.

Resolution

Approved claims are resolved by replacement in your next order, by credit against your account, or by refund to the original payment method — in that order of preference, because replacement and credit are faster for both sides. You may ask for a refund instead and we will not push back.

Refunds are issued to the original payment method only. For PayPal payments the funds return to the PayPal account that paid; we cannot redirect a refund to a different account or payment method.

Once we issue a refund, the time it takes to appear on your statement is set by PayPal and your bank, not by us.

Samples

Sample orders are placed so you can assess quality before committing to volume, which means they have served their purpose whatever you conclude. Samples are not returnable for change of mind. They remain covered for defects and for wrong-item claims on the same terms as bulk orders.