Refund policy

Last Updated: March 29, 2026

At Klowe, we strive to provide the highest quality luxury jewelry and a premium shopping experience. We understand that sometimes a purchase may not meet your expectations. Below is our Return and Refund Policy designed to ensure transparency and fairness for both our customers and our brand.

This policy operates in accordance with applicable UK consumer laws, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1. Return Window

You have 30 calendar days from the delivery date (as confirmed by the tracking information) to initiate a return request.

This includes your statutory right to cancel within 14 days, plus an extended return period provided by Klowe.

Requests made after the 30-day return window cannot be accepted.

2. Your Right to Cancel (UK Customers)

Under UK law, you have the right to cancel your order within 14 days of receiving your item, for any reason.

  • You must notify us within 14 days of delivery

  • You then have 14 days to return the item

  • You will receive a full refund, including standard delivery costs

  • You are responsible for return shipping unless the item is faulty

This right does not apply to personalised or custom-made items.

3. Exchange Policy

We do not offer direct exchanges.

If you wish to exchange an item for a different size, color, or style, the fastest option is to:

  • Return the original item for a refund

  • Place a new order for the desired item

This ensures faster processing and accurate inventory management.

4. Returns & Deductions

We do not charge restocking fees.

You may inspect your item to ensure it meets your expectations. However, if an item is returned with signs of use or handling beyond what is reasonably necessary to check its nature, characteristics, and condition, we may make a reasonable deduction from the refund to reflect any loss in value, in accordance with UK law.

5. Return Eligibility Requirements

To be eligible for a return, the item must meet the following conditions:

  • The item must be unworn and in original condition

  • No scratches, dents, or signs of wear

  • Returned in original Klowe packaging including boxes and pouches

  • Any security tags or authenticity cards must remain attached

  • Proof of purchase (order number) must be provided

Items that do not meet these requirements may be subject to a reduced refund where permitted by law.

6. Personalised & Custom-Made Items

Personalised or custom-made items are non-returnable and non-refundable, except if the item arrives damaged, defective, or incorrect due to our error.

Personalised products include (but are not limited to):

  • Name necklaces

  • Initial jewelry

  • Engraved jewelry

  • Birthstone combinations selected by the customer

  • Any item customised specifically for the customer

This exclusion is permitted under Regulation 28 of the Consumer Contracts Regulations 2013.

If your personalised item arrives damaged or incorrect, please contact us as soon as possible so we can resolve the issue.

7. Return Shipping Costs

Standard Returns

Customers are responsible for the cost of returning items to our UK warehouse.

Faulty or Incorrect Items

If the return is due to our error, we will:

  • Provide a prepaid return label, or

  • Reimburse the return shipping cost once verified

8. How to Initiate a Return

To start a return request, email us at:

cs@klowejewelry.com

Please include:

  • Subject: Return Request – [Order Number]

  • Order number

  • Reason for return

  • Photos (required for damaged or incorrect items)

Once approved, we will provide detailed return instructions.

9. Return Shipping Method

We strongly recommend using a tracked and insured shipping service.

Klowe is not responsible for returns lost or stolen during transit. Please retain your shipping receipt until the refund is completed.

10. Refund Processing

Once your return arrives at our warehouse it will undergo inspection.

Inspection Time
Returns are inspected within 48 hours of arrival.

Refund Approval
If approved, your refund will be issued to the original payment method.

Processing Time
Refund processing typically takes up to 10 business days (Monday–Saturday). Banks may take an additional 3–5 days to post the credit.

11. Customer Responsibility

Customers must package returned items securely to prevent damage during transit.

If a returned item arrives damaged due to inadequate packaging, a reduced refund may be issued.

12. Return Address

All authorised returns must be sent to:

Klowe Returns Department
451 High Road
Flat 43 Solomons Court
London
N12 0AW
United Kingdom

Returns sent without prior authorization may not be processed.

13. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible.

We recommend including photos of:

  • The product

  • The packaging

  • The shipping label

This does not affect your statutory rights.

14. Lost Parcel Policy

If the courier confirms that your parcel is lost in transit, we will issue a full refund or replacement.

If the package is marked "Delivered" but you did not receive it, we will assist you in opening a claim with the courier.

15. Order Cancellation Policy

Orders may be cancelled within 24 hours of purchase before dispatch.

After this time, orders are processed by our fulfilment centre and cannot be cancelled. However, your 14-day legal cancellation rights still apply once the order has been delivered.

Personalised or custom-made orders may enter production immediately and may not be cancelled once production has begun.

16. Lost or Missing Returns

If a return shipment does not reach our warehouse, we cannot issue a refund.

For this reason, customers must use a tracked shipping service.

17. Late or Missing Refunds

If 10 business days have passed since your refund was approved and you have not received it:

  • Check your bank or card statement

  • Contact your bank (processing times may vary)

  • If unresolved, contact us at cs@klowejewelry.com

18. Unauthorized Returns

Items returned without prior approval will not be processed.

Unauthorised returns will be held for 14 days, during which the customer may arrange collection at their own expense.

19. Policy Abuse & Fraud Prevention

To protect our customers and business, we monitor return patterns.

Accounts engaging in excessive returns, wardrobing, or fraudulent activity may be restricted or permanently blocked from placing future orders.

20. Business Information

This website is operated by PGX GROUP LTD trading as Klowe.

Legal Name: PGX GROUP LTD
Trade Name: Klowe
Company Registration Number: 16979228

Registered Address:
Flat 43 Solomons Court
451 High Road
London
England
N12 0AW
United Kingdom

Customer Support Email:
cs@klowejewelry.com

Business Hours:

Monday – Friday
09:00 – 17:00 (GMT)

Saturday
09:00 – 14:00 (GMT)

Sunday
Closed

21. Policy Updates

Klowe reserves the right to update or modify this policy at any time. Updates will be published on this page and will apply to orders placed after the revised date.