Returns and claims

1. About this policy

1.1 This policy explains what happens if an order or sample arrives damaged, faulty, wrong or incomplete, and how cancellations work. It forms part of our Terms and Conditions and, like them, applies to business customers.

2. Made to order, so no change-of-mind returns

2.1 Every piece is made for you, to your design and usually with your logo, so we cannot sell it to anyone else. We therefore do not accept returns or give refunds for a change of mind, slow sales or a change in your plans. This does not affect anything we owe you when something is our fault, as set out below.

2.2 The 3D design, the sample and the photos of your finished order are your chances to change things. Please check each one carefully before you approve it.

3. Check your order on arrival

3.1 When your order arrives, count the pieces and compare them with your approved sample and our photos. If the outer box is visibly damaged, photograph it before opening and, if you can, note the damage with the courier on delivery.

4. How to make a claim

4.1 Email hello@asoran.com within 7 days of delivery — the delivery date shown by the courier’s tracking. Please include:

1. your order number;
2. what is wrong, and how many pieces are affected;
3. clear photos of the affected pieces — and of the outer box, if the goods were damaged in transit.

4.2 Keep the goods and the packaging until the claim is settled, and do not alter, re-plate or sell the affected pieces.

4.3 We reply within one business day. We may ask for a short video or for some of the pieces before settling a claim; if we ask for pieces back, we pay the shipping. Please don’t send anything before we have agreed it.

5. What we put right

5.1 We are responsible for:

1. defects in materials or workmanship — for example porosity, a broken joint, a loose or missing stone, uneven plating or an unreadable stamp;
2. pieces that differ from the approved sample by more than the tolerances in our Terms and Conditions;
3. wrong items, sizes or finishes, and missing pieces;
4. damage or loss in transit;
5. silver parts that are not 925 sterling silver.

6. Faults that show later

6.1 Some faults cannot be found on arrival. You may report the following for 6 months after delivery, provided the piece has had normal wear and care:

1. a stone that works loose or falls out;
2. a clasp, hinge, jump ring or soldered joint that fails;
3. plating that flakes or peels off, rather than gradually wearing;
4. silver parts that testing shows are not 925 sterling silver.

6.2 This includes pieces you have already sold: you look after your customer, and we repair, replace or refund the piece. Please send us photos of the piece only, not your customer’s personal details.

6.3 How long plating lasts depends on its thickness, on wear and on care, so we do not promise that it lasts for a set time. Gradual wear of plating is not a fault.

7. What is not a defect

8. How we put it right

8.1 If the fault is ours, we remake or replace the affected pieces, repair them, or refund their price; we agree which with you. A credit against a future order is given only if you prefer it. If we cannot ship a remake within a reasonable time, or before a delivery date written on your proforma invoice, you may choose a refund instead.

8.2 We pay the shipping for replacement pieces. If import duties or taxes are charged on a replacement shipment, send us the courier’s invoice and we refund them.

8.3 If, when you check an order on arrival, more than 10% of the pieces of one design have the same fault, you may choose to have all pieces of that design remade, or refunded once the pieces you still hold have been returned to us — we pay that shipping. Otherwise, claims are settled piece by piece and the rest of the order stands.

8.4 These are your remedies for faulty goods. The overall limits in our Terms and Conditions apply.

9. Lost or damaged in transit

9.1 Goods travel at our risk until they are delivered to the address on your order, and we deal with the courier, not you. Damage in transit is a claim like any other: see clause 4.

9.2 If the courier confirms that a parcel is lost, or tracking shows no movement for 10 business days while the parcel is with the courier, we remake and resend the goods or refund them, as we agree with you. This does not apply while a parcel is held by customs, or is waiting for duties or import details from you.

9.3 If lost goods turn up later, you either keep them and pay for them, or return them to us at our cost.

9.4 If tracking shows a parcel as delivered but you have not received it, we send you the courier’s proof of delivery and help you open an investigation. In that case we cannot resend the goods automatically.

10. Samples

10.1 The sample fee is credited against your first production order of that design. Otherwise it is not refundable once we have started the 3D design, because that work is done for you alone.

10.2 If a sample does not match the 3D design you approved, beyond the tolerances, we remake it free of charge — or refund the sample fee if you would rather not continue. If you want to change the design, a new sample costs the fee we quote for it.

11. Cancelling an order

11.2 Production starts on the date we confirm to you by email.

11.3 If the balance of a finished order is not paid within 30 days of the photos being approved, we remind you in writing and may then cancel the order. The deposit is kept, and pieces with your design or logo are melted down for recycling — they are never sold to anyone else.

11.4 If you cancel because we are late, or because of events beyond anyone’s control, the refunds set out for those cases in our Terms and Conditions apply instead.

12. Refused or unclaimed deliveries

12.1 If a delivery is refused, cannot be delivered because of a wrong address, or is returned because import duties were not paid, it is not a claim under this policy. The costs of returning, storing and resending the goods are yours. If customs abandon or destroy the goods, we cannot refund them.

13. Payment disputes

13.1 If something is wrong with an order, please talk to us first — this policy is how we put it right. If a payment dispute or chargeback is opened, we send the payment provider our order records: the approved design and sample, the photos of the finished order, and tracking.

14. Your other rights

14.1 This policy does not take away any right that the law does not allow to be excluded.