Refund policy

Wish to return a purchase?

Items can be returned for a refund up to 28 days after being delivered.

We strive to provide an excellent customer experience at all times, but we are human and so things could go wrong. If there is a problem with any of the items in your order please contact us immediately. You must report any order discrepancies within 48 hours of receipt. Once we are aware of an issue we will always try our upmost to resolve the problem.

You must inform us within 14 days of receipt if you wish to cancel or return an item(s) by emailing returns@poisonedapple.uk. Please ensure that you include your name, address and order number in the email along with your reason for return. We will provide you with a returns authorisation number and return instructions.

All items must be pre-authorised and returned to us within 14 calendar days notifying us of your request to return. Unfortunately we are unable to offer free returns at this time, so the customer is responsible for all return postage costs. We recommend using an insured service that covers the value of the return as the buyer is responsible for the items until we receive them back.

When you don't have the right to change your mind. You do not have a right to change your mind in respect of:

all earrings due to hygiene reasons;
any rings that have been made to order; and
any other goods that we personalise at your request.

A second confirmation email will be sent to customers who place a personalised item order. This email will request confirmation from the customer that the personalisation is correct. Once this has been confirmed as correct, Poisoned Apple will then proceed to place this order with the manufacturer and customer amendments or cancellations will no longer be possible. If a customer does not respond to the second confirmation within 7 days of the initial order, it will be cancelled and refunded to the original payment method.

Further information on our return policy can be found in our Terms and Conditions.