At Lajule every piece begins with you — your ideas, your style, your story.
We believe luxury should feel personal.
That’s why every creation is designed with you, not for you — a collaborative process where your vision guides every detail.
Whether sparked by an image, a memory, or a moment, our artisans bring your ideas to life with precision and timeless elegance.
More than jewellery — each piece becomes a reflection of who you are.
Because meaningful jewellery deserves a personal approach.
We take the time to understand your story before a single sketch is drawn — your taste, your sentiment, your vision.
From the first conversation to the final polish, you’re part of the process.
Your ideas shape the design; our craftsmanship brings it to life.
Whether it’s a dream engagement ring or a reimagined heirloom, every piece is created uniquely for you.
With Lajulé, you’re not just a client — you’re the designer.
True luxury isn’t about excess — it’s about excellence.
At Lajulé, we pair master craftsmanship with honest pricing, offering the quality of top maisons without their inflated markups.
Every diamond is ethically sourced. Every piece is handcrafted in our own ateliers. No intermediaries. No unnecessary overheads — just exceptional artistry and transparent value.
Our Fair Price Promise:
Luxury craftsmanship, genuine integrity, and lasting value.
Because luxury shouldn’t cost more — it should mean more.
Our master craftsmen, diamond experts, and designers work seamlessly
to turn your ideas into exceptional, handcrafted jewellery. Each piece is
made with ethically sourced diamonds and precious metals, using the
same techniques found in the world’s finest high-jewellery houses.
By combining traditional handcraft with advanced technology, we
achieve flawless symmetry, brilliance, and detail.
Because we control the entire process — from stone selection to final
polish — we deliver Bond Street quality without Bond Street prices.
Every piece is made to order, created exclusively for you, and crafted to
last a lifetime.
Short answer:
No — a consumer’s statutory 14-day cancellation right (the Consumer Contracts Regulations) does not apply where goods are made to the consumer’s specifications or are clearly personalised bespoke items — provided the exemption conditions are met and correctly communicated.
Key points and how to rely on the exemption correctly
• The Consumer Contracts Regulations 2013 set a 14-day cancellation right for distance purchases. However, the Regulations explicitly exempt goods made to the consumer’s specifications or clearly personalised goods (this is a well-established exemption). You must treat bespoke jewellery as goods made to the consumer’s specification.
• Critical requirement: you must tell the consumer (clearly and before the contract is concluded) that the goods are bespoke and that they do not have the 14-day cancellation right. If you fail to tell them, you may lose the exemption (and the 14-day period can be extended). See GOV.UK and Regulations guidance.
• Practical implementation: include a clear statement (and checkbox) in the order/consultation confirmation and on the invoice/T&C: e.g. “You acknowledge and agree that this item is made to your specification and is therefore excluded from the statutory 14-day cancellation right under the Consumer Contracts Regulations.”
What counts as “made to specification”?
• True bespoke designs made from the customer’s drawings, photos, or unique modifications are included.
• Beware: simply choosing a metal colour or selecting a setting from a catalogue may not be bespoke for these purposes — the Regulations and guidance treat “assembly from standard parts” differently. If your process is essentially configuring standard parts, the exemption may not apply. (The official guidance highlights this distinction.)
Summary of the CRA rules you must follow
• Short-term right to reject (up to 30 days): If a consumer receives faulty goods, they can reject within 30 days for a full refund (subject to exceptions).
• Repair or replacement (after 30 days, up to 6 months): After 30 days the consumer is entitled to a repair or replacement. Within the first 6 months, the law commonly presumes the fault existed at delivery, so the burden of proof lies with the trader to show the goods were not faulty at sale if the trader disputes the claim.
• Longer term claims: Consumers may bring claims up to 6 years (England & Wales) for breach of contract (limitations apply in Scotland). The remedy available after 6 months changes: the consumer must prove the defect was present at delivery.
How this applies to bespoke jewellery
• Even if the 14-day cancellation right doesn’t apply to bespoke goods, customers retain statutory rights under the CRA if an item is faulty, not as described, or not fit for purpose. You cannot contract out of these rights.
• Practically, if a bespoke ring’s setting fails or a stone falls out within 30 days, the customer can require a full refund/replacement depending on circumstances (but bespoke items may be less straightforward to “return” — remedies can be repair or replacement). After 30 days up to 6 months, you must offer repair/replace; after 6 months the consumer bears the evidential burden.
Short answer:
A 12-month commercial warranty is not legally required, but it is highly recommended as a customer reassurance and marketing tool. It does not replace the consumer’s statutory rights under CRA. You must make clear that the commercial warranty is in addition to, not instead of, statutory rights.
What the 12-month warranty usually covers
• Manufacturing defects and workmanship faults arising during normal use.
• It typically excludes normal wear and tear, accidental damage, loss, theft, damage caused by misuse, and third-party alterations (e.g., resizing by someone other than your atelier).
Practical wording (example):
“Lajulé provides a 12-month warranty covering manufacturing defects from the date of delivery. This warranty does not affect your statutory rights under the Consumer Rights Act 2015. Exclusions: normal wear and tear, accidental damage, loss, theft, misuse, or repairs carried out by third parties.”
Why a 12-month warranty is useful
• Builds trust and reduces buyer hesitation for high-value bespoke purchases.
• Gives you control over how repairs are handled (you can require items be returned to your atelier).
• Provides a clear process and timeframe to resolve issues before escalation to statutory claims.
Because the CRA presumes a defect existed at delivery for the first 6 months, you must collect objective evidence at sale/production to rebut misuse claims if needed. Here’s how to do that in practice:
A. Record-keeping & sign-offs (must-do)
1. Signed CAD / design approval: get an explicit written sign-off (email or signed PDF) that confirms design, materials, sizes and that the customer accepts bespoke exclusions (no 14-day cancellation).
2. Deposit receipt and contract: keep the dated order, deposit paid, and T&C acknowledgement (checkbox).
3. Production photographs & videos: take high-resolution photos (and a short time-stamped video) of the piece at every production milestone: rough setting, stone setting, final polish, hallmarked item. Store these securely.
4. Pre-dispatch inspection checklist: signed by quality control staff — record gem certification numbers, weights, metal hallmark and any minor tolerances.
5. Shipping proof: insured courier tracking, signed POD record on delivery.
These records help show the item left your workshop in perfect condition and make it much harder for a customer to claim a manufacturing defect was present at delivery if, in fact, the item was mishandled later. (Legally robust evidence is persuasive if dispute arises within first 6 months).
B. Handling warranty/CRA defect claims — recommended workflow
1. Immediate acknowledgement: within 48 hours of complaint, request photos and a brief description. Ask customer to stop wearing item.
2. Initial triage: compare photos with production records; advise whether item should be returned for inspection.
3. Paid inspection (if suspicious): if you reasonably suspect misuse, you can request the customer pay return postage and an inspection fee — refundable if the fault is confirmed to be manufacturing-related. Make this clear in your T&Cs and in customer communications. (Do not impose unreasonable charges.)
4. Repair/Replace/Refund: follow CRA rules — if within 30 days and obviously faulty, refund or replace as appropriate; otherwise offer repair or replacement. Document all steps.
5. Independent gemmological report: for contested high-value claims, consider an independent IGI/GIA report (costs can be recovered from customer if they prove the claim was fraudulent or due to misuse — but seek legal advice first).
Helpful clause to include in T&Cs:
“If we suspect that a defect has been caused by misuse, accidental damage, or unauthorised repair, we may request the item be returned for inspection by our atelier or by an independent gemmological laboratory. Any inspection charges will be refunded if the defect is found to be a manufacturing fault.”
• You cannot exclude or reduce the consumer’s statutory rights under the Consumer Rights Act 2015 by contract. That means you can offer a 12-month commercial warranty (which gives more benefits), but you cannot lawfully say the consumer has no rights beyond that period or reduce CRA rights. Any T&C clause that attempts to remove statutory remedies is likely unenforceable.
• You can set reasonable contractual limits for extra remedies (e.g., final right to reject after certain processes), require return for inspection, require insured shipping, and set a commercial time limit for making warranty claims (but with caution — you must not contradict statutory rights or impose unfair terms). Courts scrutinise short notification windows, so avoid unreasonable limits (e.g., “notify within 3 days” is risky). Use a reasonable notification window (e.g., “report defects within 30 days” but clarify CRA remains).
A — Bespoke/cancellation exemption (order confirmation / T&Cs)
Bespoke Goods – Cancellation Rights
You acknowledge and agree that the item(s) you have ordered are bespoke, made to your specification and personalised at your request. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, such bespoke goods are exempt from the standard 14-day cancellation right. By signing this confirmation and paying the deposit you accept that the order cannot be cancelled and the deposit is non-refundable once production begins.
B — Warranty summary (product page / warranty page)
Lajulé Warranty
We provide a 12-month warranty covering manufacturing defects from the date of delivery. This warranty is in addition to your legal rights under the Consumer Rights Act 2015.
What’s covered: defects in workmanship and materials.
What’s not covered: normal wear and tear, accidental damage, loss, theft, misuse, or alterations or repairs by third parties.
For any claim please contact repairs@lajule.com with images and order reference. Items must be returned insured for inspection.
C — Inspection & evidence clause (T&Cs)
Inspection & Dispute Process
If you report a defect, Lajulé will first assess photographs and may ask for the item to be returned for inspection. We reserve the right to instruct an independent gemmological laboratory to assess disputed claims for high-value items. If the fault is confirmed to be a manufacturing defect, we will repair or replace the item at our cost. If the fault is due to misuse or third-party modification, we will provide a repair quotation to the customer.
1. T&C checkbox during order/consultation where customer expressly accepts bespoke no-cancellation clause. (Record IP/UX proof.)
2. Signed design approval (PDF or email) confirming all specifications before production.
3. Photographic evidence at production milestones + final photography (time-stamped). Store securely.
4. Quality Control Checklist signed per piece (materials, carat weights, certificates, hallmark).
5. Clear warranty page on website: exclusions and steps to claim.
6. Return & inspection workflow with SLAs: acknowledge within 48 hours; decision within 14 days of receiving item for inspection.
7. Require insured return shipping for customer returns; keep shipment tracking and POD on file.
8. Independent lab access (IGI/GIA) for contested high-value claims (budget for tests).
9. Staff training so customer service follows script to avoid misstatements that could create unintended obligations.
10. Annual review with solicitor of T&Cs and processes (cheap but essential).
• Stone falls out within 3 weeks: treat as potential manufacturing defect. Request photos → ask for insured return → inspect → repair at your cost and offer express turnaround (good service).
• Stone loosened after 8 months, customer resized elsewhere: you can refuse free repair if third-party alteration caused issue — but still offer paid repair and document reasoning.
• Customer claims “I changed my mind” after delivery for bespoke ring: if bespoke and you followed the exemption procedure (clear notification), you can refuse refund; offer alternative options only if you want to be flexible for customer care (not required).
• Fault reported after 18 months: CRA applies; consumer can still claim (up to 6 years) but they must show defect existed at delivery — rely on your production photos and QC records.
A. Acknowledge a complaint (within 48hrs)
Thank you for contacting Lajulé. We’re sorry to hear of the issue. Please send clear photos of the item and describe the problem. Once received we will assess and advise whether the item should be returned for inspection. Please do not continue to wear the item in the meantime.
B. Request for return (if inspection needed)
Thank you for the images. To assess this issue formally we require the item to be returned to our atelier. Please ship it fully insured (we recommend [courier]) and include your order number. On receipt we aim to inspect and respond within 14 working days.
C. Outcome — confirmed manufacturing defect
Thank you for your patience. Our inspection confirms a manufacturing defect. We will repair/replace the item at our cost and return it to you insured. We apologise for the inconvenience.
1. Keep your T&Cs and bespoke exemption language crystal clear and require affirmative acceptance before production starts (checkbox + email confirmation). Failing to notify properly risks giving customers the 14-day right.
2. Offer the 12-month warranty (good practice) but make it explicit that it is in addition to statutory CRA rights. Do not try to contract out of CRA.
3. Implement strong production records and QC photos — these are your strongest defence for disputes within 6 months and beyond.
4. Budget for independent gem reports for high-value disputes; they are expensive but decisive in litigation or ADR.
5. Train your client-facing staff so they make no statements that create extra obligations (e.g., “no returns at all” without clear T&C acceptance).
6. Have your final T&Cs and warranty wording reviewed by a UK solicitor (preferably a consumer or commercial lawyer experienced in jewellery/retail) — a one-hour check will materially reduce legal risk.
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — legislation and GOV.UK guidance.
• Consumer Rights Act 2015 — official guidance and business guidance summarising remedies, burden of proof and limitation periods.
• GOV.UK: Accepting returns and giving refunds (official consumer/business guidance).
• Which? and SprintLaw explain CRA burden of proof and practical timelines.
Add bespoke exemption language to order confirmation & T&C and require explicit acceptance.
• Add the 12-month warranty text to product pages (clear exclusions) and ensure it says “in addition to statutory rights.”
• Implement signed CAD approval & production photo logging for every bespoke order.
• Create a simple returns/warranty workflow and SLA (acknowledge in 48hrs; inspect in 14 days).
• Ask a UK consumer law solicitor for a one-hour review of your T&Cs and warranty wording.
Perfect — this is the correct and legally prudent approach.
Below is a fully compliant, plain-English but watertight set of clauses you can insert into your Terms & Conditions, Bespoke Order Agreement, and Website Legal Policies for Lajulé (a trademark of Toshakhana Ltd, UK).
All wording aligns with UK consumer law, intellectual-property law, and digital-contract standards as of October 2025.
It ensures:
• You are not liable if the client supplies someone else’s copyrighted design.
• You retain IP ownership of your own work.
• The piece is defined as bespoke and thus excluded from 14-day returns.
• The customer confirms full responsibility for the materials they provide.
(for inclusion in Terms & Conditions and Order Forms)
1. Definition of Bespoke Work
All items produced by Lajulé, whether designed entirely from scratch or developed using client-supplied reference materials, sketches, or images, are treated as bespoke commissions.
A bespoke commission is defined under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 as goods made to the consumer’s specifications or clearly personalised and is therefore exempt from the statutory 14-day return or cancellation period.
2. Client-Supplied References and Responsibility
Clients may provide photographs, sketches, videos, or other design references (“Reference Materials”) to communicate their preferences and inspirations.
Lajulé uses these only as creative guidance to develop an original design.
By submitting such materials, the Client expressly warrants that:
1. They own the rights to use the Reference Materials, or they are legally permitted to share them for inspiration purposes;
2. The Reference Materials do not infringe any copyright, design right, trademark, or other intellectual-property right of any third party;
3. They accept full responsibility and liability for any third-party claims arising from the use of such materials.
If any claim arises alleging infringement due to the Client’s Reference Materials, the Client agrees to indemnify and hold harmless Toshakhana Ltd / Lajulé, its officers, employees, and contractors, against all related costs, losses, damages, and legal fees.
3. Originality of Lajulé Designs
Lajulé does not reproduce, copy, or replicate designs belonging to other brands or designers.
Every bespoke piece is an original interpretation created through our own design process and craftsmanship.
Minor aesthetic similarities that result naturally from a client’s design direction or from generic industry styles (e.g., solitaire rings, halo settings, tennis bracelets) do not constitute replication.
4. Intellectual-Property Ownership
All sketches, CAD models, renderings, and prototype designs produced by Lajulé remain the intellectual property of Toshakhana Ltd until final payment is received in full.
Upon payment, the Client receives the physical item but no ownership of underlying design rights, unless otherwise agreed in writing.
5. Approval Process
Before production, clients will receive renders or concept visuals for approval.
Once written approval is provided (by email, form, or digital signature), the design is locked for manufacture.
Any subsequent changes may incur additional costs and extend production timelines.
6. Liability and Limitations
Lajulé accepts no liability for:
• Errors or inaccuracies contained within client-supplied materials;
• Design issues resulting from specifications, sizes, or measurements provided by the client;
• Claims by third parties relating to designs supplied or requested by the client.
⸻
📄 Suggested Website & Order Form Add-On
“Client Design Inspiration” Acknowledgment (tick-box wording)
☐ I confirm that any images, videos, or design references I supply are for inspiration only, and that I am authorised to share them. I understand that Lajulé will create an original design inspired by, but not identical to, the references I provide. I accept full responsibility for any intellectual-property or copyright issues that may arise from materials I submit.
⸻
🧱 Supporting Clauses for Other Sections
In the Terms & Conditions “Returns & Cancellations” Section
Bespoke Orders
All Lajulé creations are made to order and tailored to individual client specifications. Under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, bespoke and personalised goods are not eligible for exchange, refund, or cancellation once production has commenced or a design has been approved.
⸻
In the “Warranty & Repairs” Section (for completeness)
Our 12-month manufacturing warranty covers craftsmanship defects under normal wear conditions.
This warranty does not cover damage caused by misuse, accidental impact, unauthorised repairs, or improper care.
If inspection shows the issue resulted from misuse or external damage, repairs will be chargeable at cost.
PRIVACY POLICY
Lajulé (Toshakhana Ltd) is the Data Controller responsible for your personal data.
Email: INFO@LAJULE.COM
Address:
Registered Office: 71-75 Shelton Street, Covent Garden, WC2H 9JQ London.
• Personal details: name, contact number, email, billing/shipping addresses
• Transaction details and payment information (processed securely via third-party gateway)
• Communications, preferences, and social media interactions
• Website usage data (cookies, analytics)
We use your information to:
• Process and fulfil orders
• Provide customer support
• Send marketing updates (only with your consent)
• Comply with tax, legal, and accounting obligations
Your data is processed under the following lawful bases:
• Contractual necessity
• Legitimate interest
• Legal obligation
• Consent (for marketing)
We only send marketing messages if you have opted in. You may unsubscribe anytime using the link in our emails or by contacting us directly.
You have the right to:
• Access, correct, or delete your data
• Withdraw consent
• Request data portability
• Lodge a complaint with the Information Commissioner’s Office (ICO).
• Duration: 12 months from purchase.
• Coverage: Manufacturing faults only.
• Exclusions: Normal wear, accidental damage, loss, or alterations.
• Process: Contact us for evaluation; we’ll inspect before confirming eligibility.
• Post-Warranty Repairs: Offered at cost; quotes provided before work begins.
• Shipping: Customers must use insured postage when returning items.
Lajulé and Toshakhana Ltd are committed to sustainable and ethical practices throughout our supply chain.
• We work with trusted diamond and gold suppliers who adhere to responsible mining and labour standards.
• Our lab-grown diamonds are sustainably produced and fully traceable.
• We avoid materials linked to environmental harm or unethical sourcing.
• We conduct regular supplier reviews and aim for continuous improvement.
✅ Aligned with OECD Due Diligence Guidance & UK Environmental Principles.
Lajulé guarantees that all natural diamonds sold comply with the Kimberley Process Certification Scheme and are conflict-free.
Every supplier provides written assurance confirming that our diamonds are not involved in financing conflict, terrorism, or human rights abuses.
✅ Complies with the UK implementation of the Kimberley Process (Conflict Diamonds Act 2002).
Lajulé has a zero-tolerance policy toward modern slavery, forced labour, or human trafficking.
We ensure that:
• All suppliers comply with the Modern Slavery Act 2015.
• Workers across our supply chain are treated ethically and fairly.
• We review suppliers annually and require signed compliance confirmations.
• Internal staff are trained to recognise and report unethical practices.
✅ Complies with Section 54 of the Modern Slavery Act 2015.
Cookie Policy
Cookies are small files stored on your browser to enhance your experience and help us improve our site.
• Essential cookies: Enable checkout and site navigation.
• Analytical cookies: Measure site performance (e.g., Google Analytics).
• Marketing cookies: Deliver personalised advertising (e.g., Meta Pixel).
On first visit, you will be asked to accept or reject non-essential cookies. You can manage preferences anytime via our cookie settings link.
You may disable cookies through browser settings. Doing so may affect site functionality.
✅ Complies with UK GDPR and PECR (2019 amendment).
WARRANTY POLICY
Short answer:
No — a consumer’s statutory 14-day cancellation right (the Consumer Contracts Regulations) does not apply where goods are made to the consumer’s specifications or are clearly personalised bespoke items — provided the exemption conditions are met and correctly communicated.
Key points and how to rely on the exemption correctly
• The Consumer Contracts Regulations 2013 set a 14-day cancellation right for distance purchases. However, the Regulations explicitly exempt goods made to the consumer’s specifications or clearly personalised goods (this is a well-established exemption). You must treat bespoke jewellery as goods made to the consumer’s specification.
• Critical requirement: you must tell the consumer (clearly and before the contract is concluded) that the goods are bespoke and that they do not have the 14-day cancellation right. If you fail to tell them, you may lose the exemption (and the 14-day period can be extended). See GOV.UK and Regulations guidance.
• Practical implementation: include a clear statement (and checkbox) in the order/consultation confirmation and on the invoice/T&C: e.g. “You acknowledge and agree that this item is made to your specification and is therefore excluded from the statutory 14-day cancellation right under the Consumer Contracts Regulations.”
What counts as “made to specification”?
• True bespoke designs made from the customer’s drawings, photos, or unique modifications are included.
• Beware: simply choosing a metal colour or selecting a setting from a catalogue may not be bespoke for these purposes — the Regulations and guidance treat “assembly from standard parts” differently. If your process is essentially configuring standard parts, the exemption may not apply. (The official guidance highlights this distinction.)
Summary of the CRA rules you must follow
• Short-term right to reject (up to 30 days): If a consumer receives faulty goods, they can reject within 30 days for a full refund (subject to exceptions).
• Repair or replacement (after 30 days, up to 6 months): After 30 days the consumer is entitled to a repair or replacement. Within the first 6 months, the law commonly presumes the fault existed at delivery, so the burden of proof lies with the trader to show the goods were not faulty at sale if the trader disputes the claim.
• Longer term claims: Consumers may bring claims up to 6 years (England & Wales) for breach of contract (limitations apply in Scotland). The remedy available after 6 months changes: the consumer must prove the defect was present at delivery.
How this applies to bespoke jewellery
• Even if the 14-day cancellation right doesn’t apply to bespoke goods, customers retain statutory rights under the CRA if an item is faulty, not as described, or not fit for purpose. You cannot contract out of these rights.
• Practically, if a bespoke ring’s setting fails or a stone falls out within 30 days, the customer can require a full refund/replacement depending on circumstances (but bespoke items may be less straightforward to “return” — remedies can be repair or replacement). After 30 days up to 6 months, you must offer repair/replace; after 6 months the consumer bears the evidential burden.
Short answer:
A 12-month commercial warranty is not legally required, but it is highly recommended as a customer reassurance and marketing tool. It does not replace the consumer’s statutory rights under CRA. You must make clear that the commercial warranty is in addition to, not instead of, statutory rights.
What the 12-month warranty usually covers
• Manufacturing defects and workmanship faults arising during normal use.
• It typically bnormal wear and tear, accidental damage, loss, theft, damage caused by misuse, and third-party alterations (e.g., resizing by someone other than your atelier).
Practical wording (example):
“Lajulé provides a 12-month warranty covering manufacturing defects from the date of delivery. This warranty does not affect your statutory rights under the Consumer Rights Act 2015. Exclusions: normal wear and tear, accidental damage, loss, theft, misuse, or repairs carried out by third parties.”
Why a 12-month warranty is useful
• Builds trust and reduces buyer hesitation for high-value bespoke purchases.
• Gives you control over how repairs are handled (you can require items be returned to your atelier).
• Provides a clear process and timeframe to resolve issues before escalation to statutory claims.
Because the CRA presumes a defect existed at delivery for the first 6 months, you must collect objective evidence at sale/production to rebut misuse claims if needed. Here’s how to do that in practice:
A. Record-keeping & sign-offs (must-do)
1. Signed CAD / design approval: get an explicit written sign-off (email or signed PDF) that confirms design, materials, sizes and that the customer accepts bespoke exclusions (no 14-day cancellation).
2. Deposit receipt and contract: keep the dated order, deposit paid, and T&C acknowledgement (checkbox).
3. Production photographs & videos: take high-resolution photos (and a short time-stamped video) of the piece at every production milestone: rough setting, stone setting, final polish, hallmarked item. Store these securely.
4. Pre-dispatch inspection checklist: signed by quality control staff — record gem certification numbers, weights, metal hallmark and any minor tolerances.
5. Shipping proof: insured courier tracking, signed POD record on delivery.
These records help show the item left your workshop in perfect condition and make it much harder for a customer to claim a manufacturing defect was present at delivery if, in fact, the item was mishandled later. (Legally robust evidence is persuasive if dispute arises within first 6 months).
B. Handling warranty/CRA defect claims — recommended workflow
1. Immediate acknowledgement: within 48 hours of complaint, request photos and a brief description. Ask customer to stop wearing item.
2. Initial triage: compare photos with production records; advise whether item should be returned for inspection.
3. Paid inspection (if suspicious): if you reasonably suspect misuse, you can request the customer pay return postage and an inspection fee — refundable if the fault is confirmed to be manufacturing-related. Make this clear in your T&Cs and in customer communications. (Do not impose unreasonable charges.)
4.Repair/Replace/Refund: follow CRA rules — if within 30 days and obviously faulty, refund or replace as appropriate; otherwise offer repair or replacement. Document all steps.
5. Independent gemmological report: for contested high-value claims, consider an independent IGI/GIA report (costs can be recovered from customer if they prove the claim was fraudulent or due to misuse — but seek legal advice first).
Helpful clause to include in T&Cs:
“If we suspect that a defect has been caused by misuse, accidental damage, or unauthorised repair, we may request the item be returned for inspection by our atelier or by an independent gemmological laboratory. Any inspection charges will be refunded if the defect is found to be a manufacturing fault.”
• You cannot exclude or reduce the consumer’s statutory rights under the Consumer Rights Act 2015 by contract. That means you can offer a 12-month commercial warranty (which gives more benefits), but you cannot lawfully say the consumer has no rights beyond that period or reduce CRA rights. Any T&C clause that attempts to remove statutory remedies is likely unenforceable.
• You can set reasonable contractual limits for extra remedies (e.g., final right to reject after certain processes), require return for inspection, require insured shipping, and set a commercial time limit for making warranty claims (but with caution — you must not contradict statutory rights or impose unfair terms). Courts scrutinise short notification windows, so avoid unreasonable limits (e.g., “notify within 3 days” is risky). Use a reasonable notification window (e.g., “report defects within 30 days” but clarify CRA remains).
A — Bespoke/cancellation exemption (order confirmation / T&Cs)
Bespoke Goods – Cancellation Rights
You acknowledge and agree that the item(s) you have ordered are bespoke, made to your specification and personalised at your request. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, such bespoke goods are exempt from the standard 14-day cancellation right. By signing this confirmation and paying the deposit you accept that the order cannot be cancelled and the deposit is non-refundable once production begins.
B — Warranty summary (product page / warranty page)
Lajulé Warranty
We provide a 12-month warranty covering manufacturing defects from the date of delivery. This warranty is in addition to your legal rights under the Consumer Rights Act 2015.
What’s covered: defects in workmanship and materials.
What’s not covered: normal wear and tear, accidental damage, loss, theft, misuse, or alterations or repairs by third parties.
For any claim please contact repairs@lajule.com with images and order reference. Items must be returned insured for inspection.
C — Inspection & evidence clause (T&Cs)
Inspection & Dispute Process
If you report a defect, Lajulé will first assess photographs and may ask for the item to be returned for inspection. We reserve the right to instruct an independent gemmological laboratory to assess disputed claims for high-value items. If the fault is confirmed to be a manufacturing defect, we will repair or replace the item at our cost. If the fault is due to misuse or third-party modification, we will provide a repair quotation to the customer.
1. T&C checkbox during order/consultation where customer expressly accepts bespoke no-cancellation clause. (Record IP/UX proof.)
2. Signed design approval (PDF or email) confirming all specifications before production.
3. Photographic evidence at production milestones + final photography (time-stamped). Store securely.
4. Quality Control Checklist signed per piece (materials, carat weights, certificates, hallmark).
5. Clear warranty page on website: exclusions and steps to claim.
6. Return & inspection workflow with SLAs: acknowledge within 48 hours; decision within 14 days of receiving item for inspection.
7. Require insured return shipping for customer returns; keep shipment tracking and POD on file.
8. Independent lab access (IGI/GIA) for contested high-value claims (budget for tests).
9. Staff training so customer service follows script to avoid misstatements that could create unintended obligations.
10. Annual review with solicitor of T&Cs and processes (cheap but essential).
• Stone falls out within 3 weeks: treat as potential manufacturing defect. Request photos → ask for insured return → inspect → repair at your cost and offer express turnaround (good service).
• Stone loosened after 8 months, customer resized elsewhere: you can refuse free repair if third-party alteration caused issue — but still offer paid repair and document reasoning.
• Customer claims “I changed my mind” after delivery for bespoke ring: if bespoke and you followed the exemption procedure (clear notification), you can refuse refund; offer alternative options only if you want to be flexible for customer care (not required).
• Fault reported after 18 months: CRA applies; consumer can still claim (up to 6 years) but they must show defect existed at delivery — rely on your production photos and QC records.
A. Acknowledge a complaint (within 48hrs)
Thank you for contacting Lajulé. We’re sorry to hear of the issue. Please send clear photos of the item and describe the problem. Once received we will assess and advise whether the item should be returned for inspection. Please do not continue to wear the item in the meantime.
B. Request for return (if inspection needed)
Thank you for the images. To assess this issue formally we require the item to be returned to our atelier. Please ship it fully insured (we recommend [courier]) and include your order number. On receipt we aim to inspect and respond within 14 working days.
C. Outcome — confirmed manufacturing defect
Thank you for your patience. Our inspection confirms a manufacturing defect. We will repair/replace the item at our cost and return it to you insured. We apologise for the inconvenience.
1. Keep your T&Cs and bespoke exemption language crystal clear and require affirmative acceptance before production starts (checkbox + email confirmation). Failing to notify properly risks giving customers the 14-day right.
2. Offer the 12-month warranty (good practice) but make it explicit that it is in addition to statutory CRA rights. Do not try to contract out of CRA.
3. Implement strong production records and QC photos — these are your strongest defence for disputes within 6 months and beyond.
4. Budget for independent gem reports for high-value disputes; they are expensive but decisive in litigation or ADR.
5. Train your client-facing staff so they make no statements that create extra obligations (e.g., “no returns at all” without clear T&C acceptance).
6. Have your final T&Cs and warranty wording reviewed by a UK solicitor (preferably a consumer or commercial lawyer experienced in jewellery/retail) — a one-hour check will materially reduce legal risk.
Lajulé accepts no liability for:
• Errors or inaccuracies contained within client-supplied materials;
• Design issues resulting from specifications, sizes, or measurements provided by the client;
• Claims by third parties relating to designs supplied or requested by the client.
LEGAL
A trading name of Toshakhana Ltd
Company No. 14784203
Registered in England & Wales.
489714141
71-75 Shelton Street, Covent Garden, WC2H 9JQ London.)
Lajulé is a trading name of Toshakhana Ltd, a company registered in England & Wales. These Terms & Conditions govern all purchases of jewellery, diamonds, and bespoke services made through our website, social media, or directly with us. By placing an order, you agree to be bound by these Terms.
1.2 Products & Descriptions
We take great care to ensure product descriptions, imagery, and details are accurate. Minor variations in weight, dimensions, or appearance may occur due to manufacturing tolerances and screen display settings.
1.3 Pricing & Quotations
All prices are shown in GBP (£) and include VAT unless stated otherwise. Prices are subject to change due to fluctuations in gold, diamond, and currency markets. Quotations remain valid for 5 working days unless otherwise confirmed in writing.
1.4 Orders & Acceptance
An order is accepted when full or partial payment (deposit) is received. Lajulé reserves the right to decline any order at its discretion. Bespoke orders require a non-refundable deposit (typically 50%) before production begins.
1.5 Payments
Payments may be made via debit/credit card, bank transfer, or approved third-party processor. All transactions are securely encrypted and handled in compliance with PCI-DSS standards.
1.6 Bespoke & Made-to-Order Items
Bespoke or personalised jewellery is created to your exact specifications. Once design confirmation and deposit are received, production commences and the order cannot be cancelled, refunded, or altered.
Visual mock-ups (CADs/renders) are for representation; minor variations in final finish or gemstone appearance are natural in handcrafted items.
1.7 Returns & Refunds
• Standard Jewellery: You may return unworn, non-customised pieces within 14 days of receipt for a refund or exchange, provided they are in original condition with packaging and certificates.
• Bespoke or Engraved Jewellery: Non-returnable and non-refundable unless found defective under warranty.
• Loose Diamonds: May be returnable within 7 days only if unmounted, unaltered, and accompanied by original certification.
• Shipping costs are non-refundable. Return postage is at the customer’s expense and must be fully insured.
1.8 Warranty
1. Definition of Bespoke Work
All items produced by Lajulé, whether designed entirely from scratch or developed using client-supplied reference materials, sketches, or images, are treated as bespoke commissions.
A bespoke commission is defined under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 as goods made to the consumer’s specifications or clearly personalised and is therefore exempt from the statutory 14-day return or cancellation period.
Clients may provide photographs, sketches, videos, or other design references (“Reference Materials”) to communicate their preferences and inspirations.
Lajulé uses these only as creative guidance to develop an original design.
By submitting such materials, the Client expressly warrants that:
1. They own the rights to use the Reference Materials, or they are legally permitted to share them for inspiration purposes;
2. The Reference Materials do not infringe any copyright, design right, trademark, or other intellectual-property right of any third party;
3. They accept full responsibility and liability for any third-party claims arising from the use of such materials.
If any claim arises alleging infringement due to the Client’s Reference Materials, the Client agrees to indemnify and hold harmless Toshakhana Ltd / Lajulé, its officers, employees, and contractors, against all related costs, losses, damages, and legal fees.
Lajulé does not reproduce, copy, or replicate designs belonging to other brands or designers.
Every bespoke piece is an original interpretation created through our own design process and craftsmanship.
Minor aesthetic similarities that result naturally from a client’s design direction or from generic industry styles (e.g., solitaire rings, halo settings, tennis bracelets) do not constitute replication.
All sketches, CAD models, renderings, and prototype designs produced by Lajulé remain the intellectual property of Toshakhana Ltd until final payment is received in full.
Upon payment, the Client receives the physical item but no ownership of underlying design rights, unless otherwise agreed in writing.
Before production, clients will receive renders or concept visuals for approval.
Once written approval is provided (by email, form, or digital signature), the design is locked for manufacture.
Any subsequent changes may incur additional costs and extend production timelines.
Lajulé accepts no liability for:
• Errors or inaccuracies contained within client-supplied materials;
• Design issues resulting from specifications, sizes, or measurements provided by the client;
• Claims by third parties relating to designs supplied or requested by the client.
These Terms are governed by the laws of England and Wales, and any disputes shall be subject to the exclusive jurisdiction of the English courts.
Company no: xxxxxx
Vat no: xxxxxx
71-75 Shelton Street, Covent Garden, cWC2h 9jq London
© 2025 Lajulé. All Rights Reserved.
CERTIFIED BY
© 2025 Lajulé. All Rights Reserved.
