Order Cancelations, Returns, Exchanges and Refunds

Faulty Goods

The policies described below regarding cancelling an order or returning an item do not infringe your right to reject faulty goods. Although it should be understood that certain Items cannot be returned unless Tempus is at fault. In particular engraved or personalised Items.

If you have received a faulty Item then please follow the advice in the ‘How to cancel my order and return an Item’ section below.

If you would like to cancel an order and / or return goods purchased, firstly you have a duty to take reasonable care of the goods and to have kept them in your possession until you return them to us. First please contact us by email or post within 14 days of receipt of the goods supplied and inform
us that you wish to ‘Cancel the Order’ or ‘Return Items’ purchased.

Please write to us, giving us as much detail as possible in your email or letter. We will require your order reference, your name and address, your email address and contact telephone number(s) so we can contact you with further information and forward a returns label as required.

It is extremely helpful for us to have a better understanding of why a customer has chosen to cancel an order or return goods to us. Therefore please tell us in brief about any issues you have identified with the Item(s) you wish to return or the reason you would like to cancel an order.

Please note:

Sending Tempus an email or writing to us to inform us that you wish to cancel an order or return goods is important. The reason is that your statutory rights as a consumer state that you have a 14-day cooling off period when you buy something you haven’t seen in person. That is unless it is a personalised, a bespoke ora made to measure item(s).

It is the responsibility of the customer to inform Tempus during the 14-day cooling off period that they wish to cancel an order and /or that they intend to return goods received. The customer then has a further 14 days after that initial cooling off period to return the goods to Tempus. Therefore the process affords the customer a collective period of 28 days to cancel an order and return goods. Tempus then have a further 14 day period to either replace the items or refund the cost of the item(s).

Once we have received your Order Cancellation / Items Return confirmation by email or post we will consider your request and respond by sending or emailing a Standard Delivery pre-paid returns postage label so you can return the item(s) to us free of charge. If you cannot print out the pre paid returns label that we email to you we suggest that you may be able forward the email and label to a friend or relative who could print it for you.

If you have any further issues then please call us on: 01395 270 058. Please remember to have your order number reference despatch note reference and name and address available when you call.

Please be advised that because we offer a free Standard Delivery pre-paid returns postage policy:

  • If you were to return an item using another service other than the pre-paid returns postage service offered by Tempus we will not be able to refund the postage cost you have incurred.
  • If you return an Item(s) using another service other than the pre-paid returns postage service offered by Tempus we cannot be held responsible for an item(s) replacement or refund if the item(s) is lost in transit whilst using an alternative service.

That is, If you choose an alternative means or method to return an Item(s) such as a delivery company, courier or parcel delivery service that has not been authorised in writing by Tempus, then the responsibility for the loss of the intended to be returned item(s), if lost in transit, would, under these circumstances, revert to the customer and their chosen delivery service.

If you have any further questions or issues with regard to your items ordered , items supplied or our ‘free of charge’ pre-paid returns postage service Then please call us on: 01395 270 058. Please remember to have your order number reference despatch note reference and name and address available when you call.

Alternatively please click here to contact us via other methods.

Pierced Jewellery

We accept order cancellations,exchange or refund requests for pierced jewellery only if returned in the original packaging.

If you would like to return a purchase it is imperative that you ensure that the clear plastic bag containing your order has remained sealed. If the items purchased have been removed from this bag or if the bag has been tampered with, we will not be able to exchange or refund the cost of the item due to reasons of hygiene.

Please be aware that the Tempus refund policy does not affect your statutory rights.

For more information on your statutory rights visit:

https://www.gov.uk/consumer-protection-rights
www.moneysavingexpert.com
www.citizensadvice.org.uk/changed-your-mind/

Returns Directly to Our Store

The quickest and most efficient way to obtain your refund or exchange an unwanted item is to come into our Exmouth store. If you are in the area or live within striking distance then call in and one of the staff will be please to help you through the process.

  • Place the item(s) in its original packaging or its presentation box.
  • Bring it along to the Exmouth store accompanied by the despatch note.
  • Providing the item(s) is in its original condition we will process an exchange or refund.
  • If you require a refund please bring with you the Credit or Debit card with you that you used to place the order with us.
  • If you received the item(s) as a gift then you will be reimbursed with a gift voucher to the value ofthe item(s)
  • Please note: Pierced Jewellery must be returned in its original sealed packaging.
    For all postal returns
  • Please note the following procedures for all postal returns;
  • Please Include the original or a copy of the dispatch note
  • Please highlight the item you are returning on the dispatch note or copy of the dispatch note.
  • Items are to be returned in their original condition, their original packaging as far as practicable, or in the case of jewellery items in their original presentation box.
  • Please note: pierced Jewellery must be returned in its original sealed packaging.
  • Ensure that the packaging you use to return the item(s) is secured and sealed properly.
  • Apply the Standard Delivery pre-paid returns postage label we supply to you on request securely to the package.
  • Visit your local post office to return the Item(s)
  • Ensure that you obtain a receipt or proof of postage as a reference to return of the item(s).

When we have received and checked the Item(s) condition we will refund the money back onto the credit or debit card used to place your online order.

For exchanges you would need to come into our Exmouth Store, as we do not have a policy or a process to exchange items by post. In special circumstances and if you contact us to discuss your case we may be able to accommodate you with an exchange in this way.

This returns policy does not affect your statutory rights.

Returning a Gift

Moneys refunded for gifts can only be made to the credit or debit card used to purchase goods. If a gift has been bought on line the recipient will not be able to get a cash refund if they wish to return an item(s). If the recipient wants to return a gift we will exchange it for a gift voucher credited to the value of the gift which can be exchanged at the Exmouth Store within the cooling off period of 14-days.

Please be aware that the Tempus refund policy does not affect your statutory rights.

What is the ‘Cooling Off Period’?

When you order from Tempus online, you are entitled to a ‘Cooling Off Period’ this is because it is your statutory right as a consumer to be given 14days to inform us that you want to return goods or cancel an order. The reason you are afforded this time is that your statutory rights as a consumer state that you are given a 14-day when you buy something that you haven’t seen in person. That is unless it is a personalised, bespoke or made to measure item(s). It is the responsibility of the customer to inform Tempus during the 14-day cooling off period that they wish to cancel an order and /or that they intend to return goods received. The customer then has a further 14 days after that initial cooling off period to return the goods to us. Therefore the process affords the customer a collective period of 28 days to cancel an order and return goods to our store.

Tempus then have a further 14 day period to either agree with the customer to replace the items or refund the cost of the item(s). The process begins when a contract is agreed and you receive an email from us confirming that we have dispatch of your order. The cooling off period finishes 14 days after the day you have received the delivery of your goods.

Personalised Jewellery is exempt from the cooling off period unless it is deemed to be Tempus that are at fault.

Cancelling an Order Before it has Been Dispatched

You can cancel an order before it is dispatched at any time by calling us on 01395 270 058. You will need to have your order number and your name and address available when you call. If you cancel part of an order which has had additional postage and packaging charges applied, then these costs will be recalculated with reference to the price of items that remain in your order.

Your Right to Cancel

You have the right to cancel your order from us now and up to 14 days after your ordered item(s) have been received by you or the person(s) we have dispatched the order to. The right to cancel is inclusive of your statutory cancelation right of 14 days but is in addition to your rights of a further 14 days to return damaged or defective goods.

Personalised, Pierced and Engraved Jewellery or Gift Items

Your right to cancel does not apply to orders for personalised gifts, watches, jewellery, and also pierced jewellery where the packaging has been opened.

Personalised Jewellery Orders

When you order personalised or bespoke or made to measure Items, we will create or customise an Item that will be produced to reflect your own specific requirements. In essence the item will have been manufactured or modified and become unique to you. You can cancel your order with us and notify us that you wish to cancel your order for a personalised piece of jewellery, gift item or watch at any time prior to you receiving our emailed confirmation accepting your order for the personalised Item(s).

In this case this email we send is different and in addition to the email we send saying we have received your order. Once you have received our ‘confirmation of order acceptance’ email a binding agreement will have been formed and you will no longer be able to cancel your order. If your item is faulty or does not match the requested specifications contained in your order then please contact us on 01395 270 058 or through the Contact Us page with reference to your order number despatch note reference and your name and address. We will then email or post a Standard Delivery pre-paid returns postage label to you.

  • Please Include the original or a copy of the dispatch note
  • Please highlight the item you are returning on the dispatch note or copy of the dispatch note.

Items are to be retuned in their original condition, their original packaging as far as practicable, or in the case of jewellery Items in their original presentation box.

  • Please note: pierced Jewellery must be returned in its original sealed packaging.
  • Ensure that the packaging you use to return the item(s) is secured and sealed properly.
  • Apply the Standard Delivery pre-paid returns postage label securely to the package.
  • Visit your local post office to return the Item(s)
  • Ensure that you obtain a receipt or proof of postage as a reference.

When we have received and checked the Item(s) we will refund the money back onto the credit or debit card used to place your online order. This returns policy does not affect your statutory rights. Please be advised that as a result of the Alternative Dispute Resolution for Customers Disputes, (Competent Authorities and information) Regulations 2015, Tempus as on line sellers are required to supply the following information regarding alternative dispute resolution (ADR) schemes.