Returns Policy

1. Policy overview

This website (www.fameo.co.uk) is operated by Fameo Limited (referred to as "we/our/us/Fameo"). We will only accept returned deliveries after activation of the return merchandise authorization (RMA) number through your online account at this website ( www.fameo.co.uk) and when only sent using the pre-paid, personalized return label enclosed. Any returned products that are not accompanied by an official RMA number will be refused and sent back to you at your expense. You should not write luxury related words anywhere on the package, as this invites possible theft of the package. We cannot accept returns if you deliver them by hand or via an unauthorized carrier. Our experts will inspect the returned contents upon receipt of your return for any signs of wear, tear and tampering before issuing refunds, replacements or credits. You should be aware that once the return process begins you will not be able to cancel any additional contracts you may have with us until the return process is complete. You will be responsible for the costs of returning the product, which will be deducted from your refund unless we delivered the wrong product to you, or if the product is damaged or defective upon arrival.

By law, customers in the European Union also have the right to withdraw from the purchase of the product within seven working days of the day after the date the item is delivered. This applies to all of our products. To cancel your purchase within the seven working day period, please use a personalised return label for your product, giving the reason for the return as "I just don't want it anymore", package the relevant products securely and send it to us using the personalised return label so that we receive it within seven working days of the day after the date that the item was delivered to you.

Please note that you will be responsible for the costs of returning the products to us unless we delivered the product to you in error, or if the product is damaged or defective. If we do not receive the product back from you with the delivery slip, we may arrange for collection of the item from your residence at your cost. You should be aware that once we begin the delivery process you will not be able to cancel any contract you have with us for additional services carried out by us (eg: gift wrapping).

2. Definitions

3. Money-back guarantee within 15 days

Under EU Distance Selling Regulations, all Internet retailers must offer a money back guarantee to customers if they are not satisfied with the product they have purchased and our 15-day returns guarantee means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 15 days of the date you received the product, unused and unworn (with any seals and shrink-wrap intact) and we will issue a full refund for the price you paid for the product. Please follow the steps below to enable us to process your return efficiently:

You should NOT write diamonds, diamond jewellery, jewellery or other luxury related words anywhere on the package, as this invites possible theft of the package. Any returned products that are not accompanied by an official RMA number will be refused and sent back to you at your expense. Fameo is not responsible for any product that is not returned in the manner set forth above.

4. Return of faulty products within 30 days

If there is a fault with your product, you may return the product within 30 days of delivery for replacement or refund, however our aim to replace products and/or refund your money does not apply to faults caused by accident, neglect, misuse, dropping, and damage resulting from exposure to sand or water. We will only replace the product and/or refund your money when:

Product is defective
You have the right to return a faulty product within a reasonable period of time. Please keep all the warranty information that accompanies your product as this may be needed should there be a fault.
Product you did not order (an "incorrect" item)
As soon as you find out we have sent you an incorrect product please send it back to us using a personalised return label and we will make sure you are not charged for it.

In the event of Fameo.co.uk sending you a replacement for a damaged, defective or incorrect product, you must return the original product to Fameo.co.uk within 30 days of our email confirming the issue of the replacement product. Provided you return this product to us within the 30 days, you will have nothing more to pay. If you do not return the original products to us by the end of the 30 day period, we reserve the right to charge an amount equal to the price of your original order to the payment card you used for the order.

5. Refunds policy

Our refunds policy does not affect your statutory rights and when you send your product back to us, we will process the returned product and then notify you via email of your refund. You can expect a refund in the same form of payment originally used for purchase within three weeks of our receiving your return.

For example, if you made a purchase using your credit card, we will charge back the amount to the credit card you used for the purchase, except for the Gift certificates which are not redeemable for cash and cannot be returned for a cash refund. Alternatively, if requested, we can place the refund balance into your on-line account at Fameo.co.uk website, to be applied towards future purchases.

6. Your statutory rights

Under the Consumer Protection (Distance Selling) Regulations you may cancel your order for any reason within 7 (seven) working days following the day on which you receive the goods. This applies to all of our products except for custom-made and commissioned jewellery items. To cancel your purchase within the 7 working days cooling-off period, please follow the easy and simple process described by our return procedures. You have the right to certain information about us before and after you make your purchase so you know who you are dealing with. You may also have additional rights if you have bought faulty goods or had shoddy work done, and either you paid by credit card or the trader arranged credit for you. As long as the contract price is more than J100, the credit company may be equally responsible for faulty goods, poor quality work or inadequate services. Please contact Consumer Direct for further advice.

7. Policy summary

If we decide to change our returns policy for www.fameo.co.uk, we will post those changes here. All products sold by Fameo to the client are subject to the above policy. This document last revised on: Jul 26 2008, 00:21.