Cernucci Returns Policy

Start Your Return

Order number #000000: Use our returns portal here.

Order number #CUS000000: Use our returns portal here.

 

How to Return an Item

1. Have your order number ready:
   • 6-digit order: Use the returns portal here.
   • Order starting with CUS: Use the returns portal here.
2. Select items for return and provide feedback on the reason.
3. Choose your return method and view drop-off points on the map.
4. Pay for your return (deducted from the refund amount).
5. Print and attach the provided QR code or download it from the portal.
6. Drop off your parcel at the selected location.

Refund Processing

Refunds are processed within 5 working days after receiving your parcel. A confirmation email will be sent. Note that bank processing times may add an additional 5 working days.

Cernucci Guarantee

We offer a 12-month guarantee on gold-plated/vermeil jewellery for manufacturing defects or damage on arrival. This includes a one-time replacement only (no refunds). The guarantee excludes user-caused damage like scratches or accidental breakage.

Submit photo/video evidence for claims. The guarantee applies only to products purchased from our website or app. For retail purchases, refer to the retailer's policy.

Please note if we cannot replace your item due to out of stock we will issue store credit.

*The guarantee does not cover lost or stolen items. Lifetime Guarantee cards are valid only for orders placed before 4th May 2022.

Return Exceptions

• No returns on custom products, earrings, underwear, or swimwear.
• Buy One Get One Free: Both items must be returned; custom or earring items in the deal are non-returnable.
• Gift Card Purchases: Refunds are credited back to the original gift card.
• Watch Returns: Must include all original components in new condition (box, tool, pins, pillow).
• Bundle Returns: All items in the bundle must be returned.
• TikTok Shop Returns: Must be processed via TikTok Shop, not the Cernucci portal.

Terms and Conditions for Buy One Get One Free (BOGO) Offer on Jewellery

1. Eligibility:
   • This Buy One Get One Free (BOGO) offer is applicable only on selected jewellery items as marked on the product page.
   • The BOGO offer is not applicable on jewellery items that are on sale, in the outlet section, or as part of other promotions.
2. Order Returns:
   • Returns will only be accepted if the entire BOGO order is returned. Individual items from a BOGO order cannot be returned separately.
   • To qualify for a return, items must be unworn, in their original condition, and returned within the standard return period as specified in our Returns Policy.
3. Faulty Items:
   • If an item in your BOGO order is found to be faulty, you must notify us within 14 days of receiving the order. We will issue a refund equivalent to half the BOGO value in store credit.
   • Store credit issued for faulty items must be used within 12 months from the date of issuance.
4. Offer Limitations:
   • This offer is subject to change and can be withdrawn at any time without prior notice.
   • The BOGO offer cannot be combined with other discounts, coupons, or promotional codes.
5. Liability:
   • We reserve the right to refuse returns that do not comply with these terms and conditions.
   • Our liability is limited to the amount of the purchase of the jewellery under the BOGO offer, excluding any indirect, consequential, or incidental damages.

We do not accept returns on items bought with custom products or earrings in the buy one get one free offer.

Pop-Up Shop Returns

• Exclusive products: Exchange for store credit voucher only.
• Standard products: Refund or store credit via our returns portal.

Return Tracking Events

• In transit: Items are sent to a local hub before shipping to our warehouse.
• Delivered to retailer: We’ve received your return. Refund processing follows.

Start Your Return

Order number #000000: Use our returns portal here.

Order number #CUS000000: Use our returns portal here.