Terms of service


Terms and Conditions

By purchasing from Auclair, you agree to the following terms and conditions. These terms are designed to protect both you as a valued customer and our business, ensuring transparency and fairness in every transaction.

1. Bespoke and Made-to-Order Products

1.1 No Returns or Refunds
Bespoke or made-to-order products are not eligible for returns or refunds under any circumstances. By placing your order, you confirm that you have carefully reviewed all specifications, including design, material, and size.

1.2 Design and Rendering Confirmation
Bespoke orders are created exactly as shown in the rendering provided to you during the design stage. The finished product will reflect the rendering in every detail, including design, measurements, and material. It is imperative that you carefully review the rendering and confirm all details, including measurements and specifications, at this stage.

1.3 Alterations and Final Approval
Any alterations to the design, size, or specifications must be made during the rendering stage and before production begins. Once you have approved the rendering and production has commenced, no further changes can be made.

1.4 Sizing Guidance
To ensure a perfect fit, we strongly recommend having your finger professionally sized using millimetre (mm) measurements. If you are unsure of your size, you may purchase the closest size and have it resized independently at your own cost.

1.5 Order Changes After Approval
Once an order is approved and production has started, changes to the design, material, or size are not possible. Any requests for alterations at this stage will require a new order and incur additional costs.

1.6 AI Generated Content

Some of our product listings may include images or descriptions that have been enhanced or generated using artificial intelligence (AI). These enhancements are used to provide a clearer or more consistent representation of the product across variations such as metal type, stone shape, or setting style. While every effort is made to ensure these representations are as accurate as possible, minor differences may exist between the AI-enhanced images and the physical product due to natural variations in materials and craftsmanship. We encourage customers to read product specifications carefully and reach out to us with any questions prior to purchase.

 

2. Ready-to-Ship Items

2.1 No Returns or Refunds
Ready-to-ship items are not eligible for returns or refunds.

2.2 Quality Guarantee
We stand behind the quality of our products. If any faults are found, we will repair or replace the item at our discretion to ensure it meets our high standards.

3. Warranty and Repairs

3.1 Warranty Coverage
We offer a 3-month warranty from the delivery date for all items. Within this period, we will repair any damage caused by manufacturing defects. After this period, repairs are not covered and will incur additional charges.

3.2 Warranty Exclusions
The warranty does not cover damage resulting from normal wear and tear, misuse, or accidental damage. Repairs by third parties void the warranty.

3.3 International Orders
Our warranty is waived for international orders placed after 11 April 2024, due to shipping and tax restrictions.

3.4 Repair Timelines
Repairs may take up to 2 months, depending on the complexity of the issue.

3.5 Replacement Policy for Lost Stones

In the event that a lab-grown diamond becomes lost or dislodged, we will offer a moissanite replacement of similar size and appearance. This policy is in place due to the significantly higher cost of replacing lab-grown diamonds. We are committed to maintaining the aesthetic integrity of your piece while providing a reasonable and timely resolution. If a customer wishes to replace the lost stone with another lab-grown diamond, this can be arranged at an additional cost.

4. Consumer Rights

4.1 Compliance
We comply with all UK consumer rights laws. However, bespoke and made-to-order items are exempt from standard return policies, as these items are created specifically for you.

5. Shipping and Courier Responsibility

Please refer to our [Shipping Policy] for comprehensive details regarding shipping methods, courier responsibility, and associated customer obligations.

6. Limitation of Loss

6.1 Limitation of Loss
To the fullest extent permitted by law, Auclair is not liable for:

  • Indirect or consequential losses, including but not limited to loss of profit, reputation, or anticipated savings.
  • Damage caused by normal wear, accidents, misuse, or unauthorised modifications.
  • Loss or damage resulting from delays caused by couriers, customs, or other external factors beyond our control.
  • Loss or theft of items after delivery has been completed and confirmed.

7. Disputes and Chargebacks

7.1 Chargebacks
In the event of a chargeback dispute, we will provide all necessary evidence to the payment provider to demonstrate that the order was fulfilled as agreed. Fraudulent chargebacks will be pursued to the fullest extent of the law.

7.2 Legal Recourse
Any disputes must first be addressed directly with us. If a resolution cannot be reached, legal recourse will be governed by UK law.

8. Fraud Prevention

8.1 Fraudulent Claims
We reserve the right to deny replacements or refunds in cases where fraudulent activity is suspected, including but not limited to:

  • Claims of non-delivery when tracking shows successful delivery.
  • Multiple claims of lost or damaged items by the same customer.

8.2 Investigation Process
All claims are subject to a full investigation. We will cooperate with couriers, law enforcement, and legal entities to address any fraudulent claims.

9. Customer Conduct

9.1 Zero-Tolerance Policy
Abusive, threatening, or disrespectful behaviour towards Auclair staff is not tolerated under any circumstances. We reserve the right to refuse service, cancel orders, or take legal action in response to abusive conduct.

10. Intellectual Property

All designs, images, and content on the Auclair website are the intellectual property of Auclair and are protected by copyright law. Unauthorised use or reproduction is strictly prohibited.

11. Governing Law

11.1 Governing Law
These terms and conditions are governed by the laws of England and Wales. Any disputes arising from these terms or your purchase will be resolved in the courts of England and Wales.

12. Agreement to Terms

By placing an order with Auclair, you acknowledge and accept these terms and conditions in full. These terms are binding and override any verbal or written agreements made outside of this document.

All Auclair jewelry is designed in Oxford and meticulously handcrafted by experienced artisans in the People’s Republic of China (PRC), reflecting our dedication to exceptional craftsmanship and quality control.