Who we are

The data controller for the personal information described in this policy is:

We are a member of the National Association of Jewellers.

1. Personal information we collect

Depending on how you interact with us, we may collect:

• Contact details: your name, postal address, email address and phone number.
• Transaction information: items purchased, returned, exchanged or valued, your payment method and your order history.
• Financial information: payment details and your billing address. Our payment processors handle payment card details and we do not store full card numbers ourselves.
• Account information: your account details, saved addresses and preferences.
• Communications: email enquiries, phone call notes, appointment bookings and service requests.
• Service details: ring sizes, jewellery dimensions, repair specifications, bespoke design preferences and valuation records.
• Device and usage information: your internet address, browser type, device type and pages visited.
• Marketing preferences: your email subscription status and your interaction with our emails.

2. Why we use your information

Under UK GDPR, we rely on the following lawful bases:

• Contract: to process orders, take payment, dispatch goods, handle returns, provide warranty support, deliver jewellery services and send messages about your order or appointment.
• Legal obligation: to keep records required for tax, VAT, company and anti money laundering requirements.
• Legitimate interests: to protect our business and customers, detect fraud, secure our systems and improve our services.
• Consent: to send marketing where you have chosen to receive it and to use non essential cookies where consent is required.

3. Marketing emails

If you have purchased a product or service from us, we may send you occasional emails about similar products, services and events. We rely on the soft opt in permitted by the Privacy and Electronic Communications Regulations where we obtained your email address during a sale or a discussion about a sale, the message concerns similar products or services, and every message provides a simple way to unsubscribe.

You can unsubscribe at any time by:

• Using the unsubscribe link in any marketing email.
• Emailing sales@banwells.ltd with unsubscribe in the subject line.
• Asking us in person or by phone.

Unsubscribing from marketing does not affect messages about orders, services or appointments you have booked with us.

4. Who we share information with

We share personal information only where it is needed with:

• Shopify: to host our online store, operate checkout, process online payments and store order and customer information.
• Lightspeed Retail: to operate our shop sales system and maintain purchase history.
• Payment processors: to process card payments in our shop and online.
• Couriers and delivery services: to deliver orders to you.
• Repair and restoration specialists: where specialist work is needed for a service you have asked us to provide.
• Accountants, auditors and professional advisers: where they need information to provide services or advise on a dispute, claim or regulatory matter.
• Law enforcement, regulators and courts: where we are legally required to disclose information.

We do not sell your personal information and we do not share it with data brokers.

5. International transfers

Some service providers, including Shopify, process personal information outside the UK. Where information is transferred outside the UK, we use an adequacy decision, approved contractual protections or another safeguard permitted by UK GDPR.

6. How long we keep your information

We keep transaction records for six years after the relevant tax year where this is required for tax, VAT and company records.

We keep customer contact details, marketing records and account information for five years. Where a customer record has been inactive for five years, we delete it.

Records of bespoke work, repairs and valuations are kept with the related customer record and follow the same five year period.

Shop CCTV footage is deleted within seven days. The system overwrites itself unless we keep a specific clip for a particular reason.

7. Cookies and similar technologies

Our website uses cookies and similar technologies for:

• Essential functions: to keep the site secure, remember your basket and operate checkout.
• Analytics: to understand how visitors use our website and improve the shopping experience.
• Advertising measurement: to understand whether our advertising leads to visits and purchases.

When you first visit our website you can choose whether to allow analytics and advertising cookies. Essential cookies are always on because the site cannot work without them. You can change your choice at any time.

8. Your rights

Under UK GDPR, you may have the right to:

• Ask for a copy of the personal information we hold about you.
• Ask us to correct information that is inaccurate or incomplete.
• Ask us to delete information where there is no overriding reason for us to keep it.
• Ask us to restrict how we use your information in certain circumstances.
• Receive information you gave us in a structured format where the right to portability applies.
• Object to processing based on legitimate interests or to direct marketing.
• Withdraw consent at any time where we rely on consent.

To exercise a right, email sales@banwells.ltd. We normally respond within one calendar month and there is no fee for most requests.

9. Making a complaint

If you are concerned about how we handle your information, contact us first at sales@banwells.ltd so we can try to put things right.

You also have the right to complain to the UK supervisory authority:

10. Changes to this policy

We may update this policy to reflect changes in our practices, services or the law. The date at the top will show the most recent version. Where a change is significant, we will provide an appropriate notice.

11. Contact us

For questions about this policy or how we handle your information:

1. Who we are

We are a jewellery retailer specialising in new and antique jewellery, bespoke commissions, repairs, valuations and related services. We are a member of the National Association of Jewellers.

2. How a contract is formed

When you place an order on our website or in our shop, you are making an offer to buy. A contract is formed when we confirm that we have accepted your order. For an online order, this is the order confirmation email we send after payment has been taken.

We may decline an order before acceptance if an item is unavailable, a price or description needs correction, or we cannot verify the information needed to complete the order. If we have taken payment, we will refund it.

3. Orders, prices and payment

• Prices are shown in pounds sterling and include VAT at the prevailing rate unless we state otherwise.
• Prices and availability may change without notice.
• If we find a price or description error after you order, we will contact you before dispatch so you can continue at the corrected price or cancel.
• Payment must be complete and cleared before we dispatch goods.

4. Delivery

Our Shipping and Delivery Policy explains dispatch, delivery, risk in transit and what to do if an order is delayed, lost or damaged.

5. Bespoke commissions, repairs and services

• Bespoke and personalised items: items made to your specifications, including custom designs, engraving and other personalisation, cannot normally be cancelled or returned because they are made specifically for you. Your statutory rights still apply if an item is faulty or not as described.
• Repairs and alterations: we provide estimated timescales, but the actual time may vary with design complexity and material availability. We will tell you if a repair will take materially longer than expected.
• Appointments: you may cancel or rearrange an appointment up to 24 hours before it is due. A missed appointment does not affect any commissioned work in progress.
• Bespoke deposits: bespoke commissions require a 50% deposit. It becomes payable when the design and price are agreed, and it is non refundable once the work has been agreed.

6. Hallmarking and precious metal descriptions

Items described as gold, silver, platinum or palladium comply with the Hallmarking Act 1973 and carry a UK Assay Office hallmark where required by law. We do not describe an item as a precious metal unless it has been assayed and hallmarked to the appropriate standard or falls within a statutory weight exemption. Hallmark details are available on request.

7. Gemstone descriptions

We describe natural gemstones, treatments, enhancements and origin in good faith using the information available to us and standard trade practice. Where we know that a stone has received a treatment, we will disclose it in the product description. Any independent certificate supplied with a stone is passed to you when you buy it.

8. Returns, cancellations and faulty goods

Our Returns and Refunds Policy explains your online cancellation right, our voluntary return window, exclusions, refunds and your rights if goods are faulty or not as described.

9. Valuations, appraisals and insurance

We provide valuations and appraisals in good faith using market knowledge, condition and comparable sales at the time. Values may change with market conditions, metal prices and gemstone trends, and we are not responsible for later market changes.

Written insurance valuations are based on retail replacement value unless we state otherwise. We recommend reviewing insurance valuations regularly.

10. Website content and intellectual property

Website content, including product photography, descriptions, graphics, trade marks, logos and page layouts, is owned by or licensed to Banwell Antiques Ltd. You may view and print pages for personal use. You may not copy, reproduce, publish, modify or use our content for commercial purposes without our written permission.

11. Prohibited uses

You agree not to use our website:

• In a way that breaches applicable law.
• To send unsolicited advertising or promotional material.
• To attempt unauthorised access to our systems, customer information or connected services.
• To copy or collect product information or images for competitive or resale purposes.

12. Liability

• We are not liable for losses that are not a foreseeable result of our breach of these terms.
• Where the law allows, our total liability for a claim arising from these terms or your use of our website is limited to the price paid for the relevant goods or services.
• Nothing in these terms limits liability that cannot lawfully be limited, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or your statutory rights as a consumer.

13. Events beyond our control

We are not liable for a failure or delay caused by events beyond our reasonable control, including postal delays, courier disruption, fire, flood, extreme weather or the actions of suppliers, carriers or regulators. If this happens, we will tell you and work with you to agree a revised timescale or a refund where appropriate.

14. Changes to these terms

We may update these terms to reflect changes in our practices, services or the law. The date at the top will show the most recent version.

15. Governing law and jurisdiction

These terms are governed by the laws of England and Wales. Any dispute arising from these terms or your use of our website and services is subject to the non exclusive jurisdiction of the courts of England and Wales.

16. Contact us

For questions about these terms, an order or our services:

1. Your right to cancel an online order

If you buy a non bespoke stock item from our website, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 normally give you fourteen days after receiving the goods to cancel without giving a reason.

To cancel:

• Email sales@banwells.ltd with Cancellation in the subject line within fourteen days after receiving the item.
• Return the item within a further fourteen days.
• Keep the item unworn and undamaged, with its original packaging, certificates and receipt.
• Use a secure and insured return service suitable for the value of the item.

2. Our voluntary return window

For non bespoke stock items bought online, we extend the return window to thirty days after you receive the item. The item must be unworn, undamaged and returned with its original packaging, certificates and receipt.

This voluntary return window is in addition to your statutory rights and does not limit them.

3. Items that cannot normally be returned

Bespoke, personalised or made to specification items cannot normally be cancelled or returned because they were made for you. This includes custom designs, engraving and other personalisation.

This exclusion does not affect your rights if an item is faulty, not as described or not of satisfactory quality.

4. In shop purchases

Purchases made in our Sidmouth shop do not have the distance selling cancellation right that applies to online orders.

We do not offer refunds on anything bought in the shop, with one exception: we will always refund a faulty item.

We will always try to exchange. Anything bought in the shop can be exchanged for anything else, within 14 days of purchase.

If you would prefer, we can issue a credit note instead, which can be used up to a year later.

If you are in any doubt, contact us to discuss it and we will always try to help.

5. Refunds

• We issue an approved refund to the original payment method.
• For a valid statutory cancellation, we refund the item price and the cost of our standard outbound delivery service.
• We may wait until we receive the item or evidence that you have returned it before issuing the refund.
• We aim to issue the refund within fourteen days after receiving the returned item or acceptable evidence of return.
• You are normally responsible for the cost of returning an item unless it is faulty or not as described.
• If you chose a more expensive outbound delivery service, we are only required to refund the cost of our standard service.

6. Faulty or incorrectly described goods

If an item is faulty, not as described or not of satisfactory quality, you have rights under the Consumer Rights Act 2015.

• Within thirty days, you may have a short term right to reject the item for a full refund.
• After thirty days and within six months, you may ask for a repair or replacement. If that is not possible or does not resolve the problem, you may have a right to a refund or price reduction.
• After six months, you may still have rights depending on the fault and the reasonable life of the item.

Contact us before returning a faulty item so we can agree a secure return method.

7. How to return an item

1. Contact us at sales@banwells.ltd or 01395 577300 and tell us your order number and reason for return.
2. Pack the item securely with all original packaging, certificates and paperwork.
3. Send it using the return method agreed with us. Keep your proof of posting and insurance.

Return address:

1. Where we deliver

We offer delivery within the United Kingdom.

We can also deliver outside the United Kingdom. Pricing depends on the delivery address and any import duty that applies, so we handle these individually. Contact us and we will confirm the delivery cost, and any customs charges, import VAT or duties, before you order.

2. Delivery charges

Any delivery charge will be shown before you complete checkout.

Standard delivery within the United Kingdom is free, and Royal Mail next day delivery is also free. If you ask for a specific courier, that is at your own expense.

3. Dispatch

We dispatch stock items after we accept your order and payment has cleared. Bespoke work, alterations and services follow the timescale agreed with you.

We normally dispatch in stock items within two working days of confirming your order.

4. Delivery service

We send orders by Royal Mail Special Delivery. Every delivery requires a signature on receipt.

5. Delivery times

Any delivery estimate begins when we dispatch your order. Delivery times are estimates and may be affected by the carrier, your location, public holidays and events outside our control.

If an order is delayed, contact us and we will check its progress with the carrier.

6. Delivery address

Please check your delivery address carefully before completing your order. If you need to change it, contact us as soon as possible. We may be unable to change an address after an order has been prepared or dispatched.

For security, we may need to verify an address or other order details before dispatch.

7. Risk and ownership

We remain responsible for the goods until they are delivered to you or to a person you have identified to receive them. Ownership passes to you when we have received payment in full.

8. Lost or damaged deliveries

If a parcel appears lost, arrives damaged or shows signs of interference, contact us as soon as possible at sales@banwells.ltd or 01395 577300.

Keep the packaging and any delivery documents while we investigate. We will work with the carrier and explain the next step.

9. Contact us