These Terms and Conditions apply to the use of tongwujewellery.com and to purchases made from TongWu Jewellery.

Please read these Terms and Conditions carefully before placing an order. By placing an order with us, you confirm that you have read and agree to be bound by these Terms and Conditions.

Nothing in these Terms and Conditions affects your statutory rights as a consumer.

1. About Us

TongWu Jewellery is the trading name of Tong Wu, a sole trader established in the United Kingdom.

Our contact details are:

Trading name: TongWu Jewellery
Legal name: Tong Wu
Website: tongwujewellery.com
Email: info@tongwujewellery.com
Postal address:  3 Sitka House, 20 Quebec Way, London, SE16 7EU

In these Terms and Conditions, “we”, “us” and “our” refer to TongWu Jewellery. “You” and “your” refer to the customer purchasing or using our products or website.

2. These Terms

These Terms and Conditions apply to orders placed through our website and to custom orders agreed with us by email, invoice or another written method.

Additional terms may be included in a custom quotation, invoice, product description or written design approval. Where an additional term relates specifically to a custom order, it will form part of the contract between you and us.

If there is a conflict between these Terms and a written custom quotation, the custom quotation will take priority only in relation to the particular details of that custom order.

These Terms are intended primarily for customers purchasing products for personal use. Please contact us before ordering if you are purchasing for resale, commercial use or another business purpose.

3. Our Products

TongWu Jewellery designs and sells jewellery, including handmade, made-to-order, custom-made and personalised pieces.

We take reasonable care to ensure that product descriptions, photographs, measurements, materials and prices are accurate.

Because many of our products are handmade, slight variations may occur between individual pieces. These may include reasonable variations in:

Surface texture

Finish

Shape

Colour

Stone positioning

Pattern

Dimensions

Handmade details

Natural stones may contain variations, inclusions, markings or differences in colour. Synthetic, laboratory-created or treated stones will be identified in the relevant product description where applicable.

Reasonable handmade or material variations are not normally considered defects, provided that the product remains consistent with its description and agreed design.

Product photographs are intended to represent the product as accurately as reasonably possible. Colours may appear differently depending on lighting, photography, screen settings and the device used to view the website.

4. Product Availability

All products are subject to availability.

Placing an item in your basket does not reserve it. We may be unable to accept an order if:

The product is no longer available

Materials required for the product are unavailable

We cannot obtain payment authorisation

There is an error in the price or product description

We are unable to deliver to the address provided

We reasonably suspect fraud or unauthorised activity

If we cannot accept an order after you have paid, we will notify you and refund the amount paid.

5. Prices and Currency

All prices on our website are displayed and charged in pounds sterling, GBP (£).

The price payable is the price shown on the product page or agreed in a written custom quotation at the time the order is placed.

Prices include any taxes that we are legally required to include unless clearly stated otherwise.

Delivery charges are not included in the product price unless expressly stated. Available delivery methods and their costs will be shown before you complete checkout or included in your custom quotation.

Customers outside the United Kingdom may be responsible for import VAT, customs duties, handling fees or other charges imposed by the destination country. These charges are not controlled by TongWu Jewellery and are normally the responsibility of the recipient.

We may change our prices at any time, but a change will not affect an order that we have already accepted, unless the price displayed was clearly incorrect and the error should reasonably have been recognised.

6. Payment for Standard Orders

Unless a product is identified as a custom order subject to the payment arrangements in section 7, payment must be made in full when the order is placed.

Payment may be made using the payment methods displayed at checkout.

Your payment may be processed by a third-party payment provider, such as PayPal, Braintree or another payment service displayed on our website.

We do not normally receive or store your complete payment card details.

You confirm that:

You are authorised to use the selected payment method

The payment and billing information you provide is accurate

Sufficient funds or credit are available to complete the payment

We will not be responsible for delays caused by a payment provider declining, reviewing or failing to authorise a transaction.

7. Custom Orders and Deposits

7.1 What is a custom order?

A custom order may include a product that is:

Made to your individual specifications

Personalised with engraving, initials, names or other details

Made in a specially requested size or configuration

Made using your selected stones, colours or materials

Altered from one of our existing designs

Designed specifically for you

Made according to a written design brief approved by you

We will confirm whether an order is treated as a custom order before accepting the deposit.

7.2 Custom quotation

Before work begins, we will normally provide a written quotation or order summary setting out relevant details, which may include:

The agreed design

Materials

Gemstones

Measurements or sizing

Personalisation

Total price

Estimated production time

Delivery costs

Deposit amount

Any specific limitations or conditions

You are responsible for checking these details carefully before approving the order and paying the deposit.

7.3 Deposit payment

Custom orders require an initial payment equal to 50% of the total agreed price.

This initial payment is referred to in these Terms as the deposit.

The deposit confirms your acceptance of:

The quotation

The agreed design and specifications

The total price

These Terms and Conditions

We are not required to begin design work, purchase materials, reserve production time or manufacture the product until the deposit has been received.

7.4 Remaining balance

The remaining 50% balance will become payable when the custom product has been completed and before it is dispatched.

We will notify you when the product is complete and provide a balance invoice or payment request.

The remaining balance must be paid by the due date shown on the invoice or payment request.

The custom product will not be dispatched until:

The full remaining balance has been received

Any agreed delivery charges have been paid

Any outstanding order details have been confirmed

Payment of the deposit does not entitle the customer to receive the completed product without paying the remaining balance.

7.5 Estimated production time

Any production time given for a custom order is an estimate unless we expressly agree to a fixed completion date in writing.

The estimated production period normally begins after:

The deposit has been received

The design and specifications have been approved

All information required from you has been provided

Production may be delayed if you request changes, do not provide required information, delay approving a design or do not respond to a reasonable request.

We will notify you if we become aware of a significant delay.

8. Changes to Custom Orders

You must contact us as soon as possible if you wish to change a custom order.

A requested change is not accepted until we confirm it in writing.

Changes may not be possible after:

Materials have been ordered

Stones have been cut or set

Engraving has begun

Metal has been cast

Manufacture has reached an advanced stage

The product has been completed

If we agree to a change, it may result in:

An additional charge

A revised production schedule

A new quotation

A further deposit or advance payment

We will explain any additional charge before carrying out the requested change.

You are responsible for checking all names, dates, spellings, measurements, ring sizes and personalisation details before approving them.

We are not responsible for an error that accurately reflects information approved or supplied by you, although we may offer to correct it where reasonably possible at an additional cost.

9. Cancellation of Custom Orders

Products made to your specifications or clearly personalised may not qualify for the statutory 14-day change-of-mind cancellation right.

However, you may contact us at any time before dispatch to ask whether a custom order can be cancelled.

If you cancel a custom order, we may retain from the deposit an amount reasonably necessary to cover losses directly resulting from the cancellation, including where applicable:

Design work already completed

Labour already carried out

Non-returnable materials

Specially ordered gemstones or components

Casting, engraving or manufacturing costs

Payment processing costs that cannot be recovered

Other reasonable and unavoidable costs directly connected with the order

We will take reasonable steps to reduce our losses.

We will not retain more than is reasonably necessary to reflect our actual loss. If our reasonable loss is less than the amount you have paid, we will refund the remaining balance.

If our reasonable direct loss exceeds the deposit, we may seek payment of the additional amount where legally entitled to do so. We will provide a reasonable explanation or breakdown of the amount claimed.

A cancellation request does not affect your statutory rights where the product is faulty, not as described or does not conform to the contract.

10. Failure to Pay the Custom Order Balance

We will not dispatch a custom product until the remaining balance has been paid in full.

If the balance is not paid by the due date, we may:

Contact you to request payment

Suspend dispatch

Store the product for a reasonable period

Delay any estimated delivery date

Treat the failure to pay as a breach of contract

If the balance remains unpaid after we have sent a reasonable reminder and given you a reasonable opportunity to pay, we may terminate the order.

If the order is terminated because the balance remains unpaid, we may retain an amount from payments already made that reasonably reflects our direct losses and costs. We will not retain an excessive amount or impose a disproportionate penalty.

We may also seek payment of any outstanding amount that we are legally entitled to recover.

Any new delivery or storage costs caused by a substantial payment delay will only be charged where they are reasonable and have been clearly communicated to you.

11. If We Cancel a Custom Order

We may cancel a custom order if:

Required materials become unavailable

The agreed design cannot reasonably or safely be produced

We discover a material error in the quotation

We cannot complete the order due to circumstances outside our reasonable control

You do not provide information or approval required to complete the order

We reasonably suspect fraud, unlawful activity or infringement of another person’s rights

Where we cancel an order and the cancellation is not caused by your breach, we will refund the payments you have made for the unfulfilled order.

We will not retain your deposit merely because we decide not to proceed with the order.

12. Formation of the Contract

An automatic email acknowledging that we have received your website order does not necessarily mean that we have accepted it.

For standard website orders, a contract is normally formed when we send an order confirmation confirming acceptance of the order.

For custom orders, a contract is normally formed when:

You approve the written quotation or order details

We receive the required 50% deposit

We confirm that the custom order has been accepted

We may contact you if we need further information before accepting an order.

13. Delivery

Available delivery options, charges and estimated delivery times will be shown at checkout, on the relevant product page or in your custom quotation.

Delivery estimates do not normally include the production period for made-to-order or custom products.

Unless a different date or period has been agreed, we will deliver the products without undue delay and within the time required by applicable consumer law.

You are responsible for providing a complete and accurate delivery address.

Please contact us promptly if you discover an error in your delivery details. We cannot guarantee that an address can be changed after an order has been dispatched.

We are not responsible for a failed delivery caused by:

An incorrect or incomplete address supplied by you

The recipient refusing the parcel

The recipient failing to collect or rearrange delivery

Import charges not being paid

Delivery restrictions outside our control

Where a parcel is returned to us because of an address or collection issue for which you are responsible, we may ask you to pay the reasonable cost of redelivery.

This does not affect your rights where the delivery failure was caused by us or by a delivery provider acting on our behalf.

14. International Delivery

International delivery times are estimates and may be affected by customs inspections, local delivery services and import procedures.

You are responsible for checking whether a product can lawfully be imported into the destination country.

The recipient may be required to pay:

Import VAT

Customs duties

Brokerage charges

Handling fees

Local taxes

Unless we expressly state otherwise, these charges are not included in the product or delivery price.

If an international parcel is returned because the recipient refused to pay import charges or failed to complete required customs procedures, we may deduct reasonable, unrecoverable delivery and return costs from any refund, subject to applicable law.

15. Risk and Ownership

You become responsible for the product when it is delivered into your physical possession or to a person identified by you to receive it.

Ownership of a product will not pass to you until we have received full payment of all amounts due for that product.

For custom orders, ownership does not pass when the deposit is paid. It passes only after the full balance and any agreed charges have been received.

16. Cancelling a Standard Online Order

For standard, non-custom products purchased online, you will normally have the right to cancel the order without giving a reason.

The cancellation period normally ends 14 days after the day on which you, or a person nominated by you, receives the product.

To exercise this right, you must clearly tell us of your decision to cancel before the cancellation period expires.

You may contact us at:

Email: info@tongwujewellery.com
Subject: Order Cancellation

Please include your name, order number and details of the product you wish to return.

After notifying us, you must return the product without undue delay and normally no later than 14 days after telling us that you wish to cancel.

Unless the product is faulty, incorrect or not as described, you are normally responsible for the direct cost of returning it.

You should use suitable protective packaging and retain proof of postage.

17. Products That Cannot Be Returned for Change of Mind

The statutory change-of-mind cancellation right may not apply to:

Products made to your specifications

Clearly personalised products

Custom-made jewellery

Engraved products

Products specially altered at your request

Sealed products that are not suitable for return for health protection or hygiene reasons, where the seal has been broken after delivery

Any other product excluded under applicable consumer law

Selecting an option does not automatically remove your cancellation right. The exception will only apply where the product falls within the relevant legal category, including where it has genuinely been made to your specifications or clearly personalised.

The absence of a change-of-mind cancellation right does not affect your rights if the product is faulty, not as described or otherwise fails to conform to the contract.

18. Condition of Returned Products

You may inspect a standard product in the same way that you reasonably could in a physical shop.

We may reduce a refund where the value of a returned product has been diminished by handling beyond what is reasonably necessary to establish its nature, characteristics and functioning.

Returned products should, where reasonably possible, include:

Original packaging

Jewellery boxes or pouches

Certificates

Accessories

Promotional items supplied with the order

Missing packaging alone will not automatically prevent a legally required refund, but deductions may be made where permitted by law and where the missing or damaged items have reduced the product’s value.

19. Refunds for Standard Cancellations

Where you validly cancel a standard order, we will refund payments received for the cancelled product.

Where required by law, this will include the cost of our least expensive standard delivery method.

If you selected a more expensive delivery method, such as express delivery, we are not required to refund the additional amount above the cost of standard delivery.

We may withhold the refund until:

We have received the returned product, or

You provide evidence that the product has been sent back,

whichever occurs first.

Refunds will normally be issued using the original payment method unless otherwise agreed.

20. Faulty, Damaged or Incorrect Products

We are under a legal duty to supply products that are:

Of satisfactory quality

Fit for their usual purpose

Fit for a particular purpose made known to us and accepted by us

As described

Consistent with any agreed sample or design where applicable

Please contact us as soon as reasonably possible if a product arrives damaged, is faulty, is incorrect or does not match the agreed description.

Please provide:

Your order number

A description of the issue

Clear photographs where appropriate

Photographs of the packaging if the item was damaged in transit

Depending on the circumstances and your statutory rights, a remedy may include:

A refund

Repair

Replacement

Price reduction

Where a product is faulty or does not conform to the contract, we will bear reasonable return costs where required by law.

The fact that a product is custom-made does not remove your statutory rights regarding faulty, damaged or misdescribed goods.

21. Jewellery Sizing

You are responsible for selecting or providing the correct size unless we have expressly agreed to determine the size for you.

Sizing systems and measurements can vary between jewellers, countries and measuring methods.

We recommend obtaining an accurate professional measurement before ordering a custom-sized ring.

If a product has been made accurately to the size supplied or approved by you, an incorrect size is not normally a manufacturing fault.

Resizing may not be possible for every design. Where resizing is possible, additional charges and delivery costs may apply unless the sizing issue resulted from our error.

22. Jewellery Care and Wear

Jewellery can be affected by impact, pressure, scratching, chemicals, moisture, heat and ordinary wear.

You should follow any care instructions supplied with the product.

Unless the product is faulty, we are not responsible for damage caused by:

Accidental impact

Improper use

Failure to follow care instructions

Exposure to unsuitable chemicals or cleaning products

Unauthorised repairs or alterations

Normal wear and tear

Loss of the product

Failure to maintain clasps, settings or components

Nothing in this section limits your rights where a product was not of satisfactory quality when supplied.

23. Allergies and Sensitivities

Product pages will identify the principal materials used where reasonably possible.

Customers with known metal, coating or material sensitivities should contact us before ordering.

Individual allergic reactions can vary. We cannot guarantee that a product will be suitable for every individual unless we have expressly agreed to a particular material requirement.

This does not affect our responsibility to describe the product and its materials accurately.

24. Promotions and Discount Codes

Promotional codes:

Must be used before their expiry date

May be limited to particular products or customers

Cannot normally be exchanged for cash

Cannot be applied retrospectively

May not be combined with another offer unless stated

May be withdrawn where they have been used fraudulently or contrary to their stated conditions

A promotion will not affect an order that has already been validly accepted unless the promotion expressly states otherwise.

25. Website Accounts

You may be able to create an account on our website.

You are responsible for:

Providing accurate account information

Keeping your password confidential

Restricting access to your device and account

Informing us promptly if you suspect unauthorised use

We may suspend or close an account where we reasonably believe that it is being used fraudulently, unlawfully or in breach of these Terms.

You may request closure of your account by contacting info@tongwujewellery.com.

Closing an account does not remove information that we are legally required to retain, including order, tax and transaction records.

26. Acceptable Use of Our Website

You must not use our website:

For unlawful or fraudulent purposes

To attempt unauthorised access

To introduce viruses, malware or harmful code

To interfere with website security or operation

To collect information about other users without permission

To impersonate another person

To place an order using unauthorised payment details

To infringe our intellectual property rights or those of another person

We may restrict access to the website where reasonably necessary to protect customers, our business or the security of the website.

27. Intellectual Property

Unless otherwise stated, the content of our website is owned by or licensed to TongWu Jewellery.

This includes:

Jewellery designs

Product photographs

Illustrations

Drawings

Text

Graphics

Logos

Videos

Website layouts

Product names and collection materials

You may view the website and retain copies of order information for personal use.

You must not copy, reproduce, manufacture from, distribute, publish, sell, modify or commercially exploit our content or designs without prior written permission.

Purchasing a product does not transfer any intellectual property rights in the product design, images or related materials.

Where you provide reference materials for a custom order, you confirm that you have the right to provide and use them and that our use of them for your order will not infringe another person’s rights.

28. Privacy

We process personal information in accordance with our Privacy Policy.

Our Privacy Policy explains:

What information we collect

Why we use it

Who we share it with

How long we retain it

Your data protection rights

By using our website or placing an order, you acknowledge that your information will be processed as described in our Privacy Policy.

29. Events Outside Our Reasonable Control

We are not responsible for a delay or failure caused by an event outside our reasonable control.

Such events may include:

Postal or courier disruption

Customs delays

Natural disasters

Fire or flooding

Power or internet failure

Supplier failure

Material shortages

Industrial action

Government restrictions

Serious illness

Epidemics or public emergencies

If such an event affects your order, we will contact you and take reasonable steps to minimise the delay.

If the delay becomes substantial, you may have the right to cancel the affected order and receive a refund for products not supplied, subject to the nature of the order and applicable law.

30. Our Responsibility to You

We are responsible for loss or damage that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.

We are not responsible for loss or damage that was not reasonably foreseeable when the contract was formed.

We supply our products primarily for private and personal use. We are not responsible for business losses, including loss of profit, revenue, business opportunity or anticipated savings, where you purchase as a consumer.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for:

Death or personal injury caused by negligence

Fraud or fraudulent misrepresentation

Breach of your statutory consumer rights

Any other liability that cannot legally be excluded or limited

31. Complaints

If you are dissatisfied with a product or our service, please contact:

Email: info@tongwujewellery.com
Subject: Customer Complaint

Please include your name, order number and a clear description of the issue.

We will review the complaint and respond within a reasonable period.

Making a complaint does not affect your statutory rights.

32. Changes to These Terms

We may update these Terms and Conditions from time to time to reflect changes in:

Our products or services

Payment or delivery arrangements

Website functionality

Applicable law or regulation

Our business practices

The version that applies to your order will normally be the version in force when the contract was formed.

A later change will not retrospectively alter an existing order unless:

The change is required by law

The change benefits you

You expressly agree to it

The latest version will be published on this page with the revision date shown above.

33. Transfer of Rights

We may transfer our rights or obligations under a contract to another organisation where this does not reduce your rights.

You may transfer your rights under a contract only where we agree in writing or where the law permits.

34. Third-Party Rights

The contract is between you and TongWu Jewellery.

No other person has a right to enforce these Terms, except where applicable law expressly provides otherwise.

35. Severability

If a court or relevant authority decides that part of these Terms is unlawful or unenforceable, the remaining provisions will continue to apply.

36. No Waiver

If we delay in enforcing a right under these Terms, this does not mean that we have waived that right.

37. Governing Law and Jurisdiction

These Terms and any contract between you and us are governed by the laws of England and Wales.

If you live in England or Wales, legal proceedings may be brought in the courts of England and Wales.

If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts of the part of the United Kingdom in which you live.

If you live outside the United Kingdom, any mandatory consumer protections that apply in your country of residence are not excluded by these Terms where the law does not allow them to be excluded.

38. Contact Us

For questions about these Terms and Conditions, an order or a custom quotation, please contact:

TongWu Jewellery
Operated by: Tong Wu
Email: info@tongwujewellery.com
Postal address:  3 Sitka House, 20 Quebec Way, London, SE16 7EU