Terms & Conditions

1. Introduction

These Terms & Conditions ("Terms") govern the use of the website opulencejewelleryservices.co.uk (the "Website") and the provision of jewellery repair, restoration, resizing, cleaning, valuation and related services (the "Services") by Opulence Jewellery Services, of Front Office Basement, 35 Greville House, Greville Street, Hatton Garden, EC1N 8TB, London, UK ("Opulence", "we", "us", "our").

By submitting an item to us, placing an order through the Website, or otherwise instructing us to carry out work, you ("the Customer", "you") agree to be bound by these Terms. If you do not agree with any part of these Terms, please do not use our Services.

2. Definitions

• "Item" means any piece of jewellery, watch, or related object submitted to us for repair, restoration, resizing, cleaning, valuation, or other work.
• "Quote" / "Estimate" means our assessment of the likely cost and timescale of work on an Item, provided before work begins.
• "Order" means a confirmed instruction from the Customer to proceed with the Services on a specific Item.
• "Claim Form" means the online form referenced in Section 8 (Loss and Damage) used to notify us of a loss, damage, or discrepancy claim — available at opulencejewelleryservices.co.uk/claim-form.

3. Quotes, Estimates and Confirmation of Work

1. All quotes provided verbally, by email, or in person are estimates only and may be subject to revision once an Item has been physically inspected.
2. Work will not commence on any Item until the Customer has confirmed acceptance of the quote, either in writing, by email, or by signing a job docket in person.
3. We reserve the right to decline to accept, quote for, or carry out work on any Item at our discretion, including where an Item is suspected to be counterfeit, stolen, or unsafe to work on.
4. Additional work discovered once an Item is opened or inspected (for example, hidden damage, worn settings, or weakened metal) will be quoted separately and will not proceed without further authorisation from the Customer.

4. Ownership, Authority and Right to Repair

1. By submitting an Item, the Customer confirms that they are the legal owner of the Item, or have the express authority of the legal owner to instruct repair, restoration, or other work on it.
2. We accept no responsibility for verifying legal title or authority beyond the Customer's own confirmation, and reserve the right to request proof of ownership for higher-value Items.
3. Risk in the Item (see Section 8, Loss and Damage) does not affect ownership, which remains with the Customer or the true owner at all times, except where an Item is unclaimed as set out in Section 11.

5. Pricing and Payment

1. All prices quoted are in pounds sterling (GBP) and, unless stated otherwise, are inclusive of VAT where applicable.
2. A deposit may be required before work commences on higher-value repairs, bespoke work, or where materials (such as gold, gemstones, or replacement parts) must be purchased in advance.
3. Full payment is due upon completion of work and before the Item is returned or collected, unless otherwise agreed in writing.
4. We accept the payment methods listed on the Website or in-store. Late payment may incur reasonable storage charges as set out in Section 11.

6. Materials, Stones and Findings

1. Where a Customer's own gemstones, findings, or materials are supplied for use in a repair, we will take reasonable care in handling them, but cannot guarantee against pre-existing weaknesses, inclusions, or flaws that may cause damage during otherwise careful and competent work (for example, a stone with an existing internal fracture cracking during resizing).
2. Where replacement materials, stones, or findings are used, these will be of a similar quality and specification to the original unless a different specification is agreed with the Customer in advance.
3. Any gemstones removed during a repair (for example, during resizing or setting work) will be retained and returned to the Customer with the completed Item unless otherwise agreed.

7. Turnaround Times

1. Estimated completion times provided at the time of quote or order are given in good faith but are not guaranteed, as they may depend on the availability of parts, materials, third-party services (such as hallmarking or specialist casting), or unforeseen complications discovered during the work.
2. We will make reasonable efforts to notify Customers of any significant delay to the original estimated completion date.

8. Loss and Damage

This section sets out our responsibilities, and the limits of our responsibilities, in the unlikely event that an Item is lost or damaged while in our care.

8.1 Care of Your Item

1. We take all reasonable care in the handling, storage, and processing of every Item entrusted to us, from the point of receipt to the point of collection or return.
2. Items are stored securely on our premises in Hatton Garden and, where applicable, insured under our business insurance policy while in our physical possession.

8.2 Our Liability for Loss or Damage

1. If an Item is lost or damaged as a direct result of our negligence while in our possession, we will, at our discretion, either: (a) repair the damage to the Item at no cost to the Customer; (b) replace the Item with one of a reasonably equivalent specification; or (c) compensate the Customer up to the value stated on the Item's job docket, receipt, or an independent valuation agreed between the parties.
2. Our maximum liability for any single Item is limited to the lower of: the value declared by the Customer at drop-off and recorded on the job docket, or an independent professional valuation obtained by either party and agreed as fair by both. For any claim where the Customer asserts a value of £2,000 or more, we will require a valid appraisal or valuation certificate to support that value before compensation, repair, or replacement is agreed.
3. Any compensation payable under this Section is based on the actual market or replacement value of the Item at the time of loss or damage. Compensation does not, and cannot, include any amount for sentimental, emotional, or moral value, as this cannot reasonably be quantified in monetary terms.
4. We are not liable for loss or damage arising from: pre-existing damage, wear, or weakness not identified at the time of drop-off; defects inherent to the Item; events outside our reasonable control (including fire, flood, theft by a third party despite reasonable security measures, or other force majeure events); or damage occurring after the Item has been collected or delivered back to the Customer.
5. Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, or for fraud, or for any other liability that cannot lawfully be excluded or limited.

8.3 Reporting a Loss or Damage Claim

1. Any concern about loss or damage to an Item must be reported to us as soon as reasonably possible, and in any event within 7 days of the Item's expected completion or collection date, or within 48 hours of collection if the damage is identified after the Item has been returned to the Customer.
2. Claims should be submitted using our online Claim Form so that we can log the details, the job reference, and any supporting photographs efficiently:
   Claim Form: opulencejewelleryservices.co.uk/claim-form
3. We will acknowledge receipt of a Claim Form submission within 2 working days. Our investigation may include staff enquiries, a physical search of our premises, a review of CCTV footage, and an audit of our job-tracking records; a full internal investigation can reasonably take several weeks.
4. If our internal investigation does not resolve the claim, we will refer it to our insurance company. Insurer-led investigations are outside our direct control and may take up to 6 months to conclude; we will pass on any updates from the insurer as soon as we receive them.

8.4 Insurance

We recommend that Customers with high-value Items consider maintaining their own insurance cover for the period an Item is away from their possession, in addition to the cover we maintain on our premises, particularly where sentimental or replacement value exceeds standard cover limits.

9. Warranty on Repairs

1. We offer a 6-month workmanship warranty from the date of collection on repairs carried out by us, covering defects in the workmanship performed.
2. This warranty does not cover general wear and tear, damage caused by misuse, accidental damage after collection, or any further deterioration of pre-existing issues not part of the original repair.
3. To make a warranty claim, please contact us using the details in Section 14, or submit a Claim Form.

10. Cancellations

1. The Customer may cancel an Order at any time before work has commenced, subject to forfeiture of any deposit paid to cover administrative costs or non-refundable materials already ordered.
2. Once work has commenced on an Item, cancellation may only be accepted at our discretion and the Customer will be liable for the cost of work carried out and materials used up to that point.

11. Uncollected Items

1. Customers are asked to collect completed Items within 90 days of being notified that work is finished. Storage charges may apply after this period, as notified to the Customer at the time of drop-off or by subsequent written notice.
2. Where an Item remains uncollected and the Customer cannot be contacted after reasonable attempts over a period of 12 months, we reserve the right to treat the Item as abandoned and to dispose of or sell it to recover reasonable costs, in accordance with applicable law.

12. Data Protection

Any personal information collected through the Website or in relation to an Order (including via the Claim Form) is handled in accordance with our Privacy Policy and applicable UK data protection law (including the UK GDPR and the Data Protection Act 2018). Please refer to our separate Privacy Policy for full details.

13. Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

14. Contact Us

If you have any questions about these Terms, or wish to make a loss or damage claim, please contact us: