At Permella, we want you to be delighted with your purchase. This Returns & Refund Policy explains your rights when purchasing from us and complies with UK consumer protection legislation.

1.⁠ ⁠Standard Products

Individual charms, bracelets/chains, necklaces/chains, and any other non-personalised items purchased separately are covered by the Consumer Contracts Regulations.

If you change your mind, you have the right to cancel your order within 14 days of receiving your goods. You must notify us of your decision within this 14-day period and return the item(s) within a further 14 days.

Returned items must:

•⁠  ⁠Be unused and unworn;
•⁠  ⁠Be in their original condition;
•⁠  ⁠Be returned with all original packaging where reasonably possible.

Once your return has been received and inspected, we will process your refund to your original payment method. Original standard delivery charges will be refunded where required by law. Unless the item is faulty, damaged or incorrect, the cost of returning the item is your responsibility.

2.⁠ ⁠Personalised Jewellery

When you purchase a chain together with one or more charms, and we assemble the jewellery according to your chosen design, your order becomes a personalised product made to your specification.

As personalised products are created specifically for you, they cannot be cancelled, returned or refunded once production has begun, unless the item is:

•⁠  ⁠Faulty.
•⁠  ⁠Damaged on arrival. 
•⁠  ⁠Not as described.

3.⁠ ⁠Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or is not what you ordered, please contact us as soon as possible.

Please include:

•⁠  ⁠Your order number;
•⁠  ⁠A description of the issue; and
•⁠  ⁠Clear photographs where applicable.

Where a fault is confirmed, we will provide an appropriate remedy in accordance with your statutory rights. This may include a repair, replacement or refund. We will also reimburse any reasonable return postage costs where applicable.

4.⁠ ⁠Exchanges

Eligible non-personalised items may be exchanged, subject to stock availability.

Personalised jewellery cannot be exchanged unless it is faulty, damaged or incorrectly supplied.

5.⁠ ⁠How to Request a Return

To request a return, please contact us before sending any items back.

Email: hola@permellaspain.com

Please include your order number and the reason for your return. We will provide you with instructions on how to return your item.

6.⁠ ⁠Return Address

Returns should only be sent after authorisation has been provided & our UK based return address will be provided upon request. 

7.⁠ ⁠Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable UK consumer protection legislation.