TERMS & POLICIES

Prior to placing an order, please read and agree to our "Materials and Cares" and our "Terms and Policies" below. Your payment indicates acknowledgement and acceptance of our care instructions, terms and policies.

The weight, measurement, texture, colour & finishing of each piece of jewellery

Due to the artistic handcrafting processes and the use of natural gemstones, each piece of  WEINAN PAN jewellery has a different appearance (textures, finishing, etc.) and a slightly different weight and measurements than the data shown in this line sheet. It is practically impossible to recreate exactly the same piece as shown on the website or lookbook. We do not accept return or exchange requests for made-to-order jewellery. It does not affect clients’ statutory rights. Please contact us via sales@weinanpan.com to schedule a non-obligation, 45-minute Google meeting to discuss your dream project!

Made-to-Order & Bespoke Pre-Payment

A full non-refundable prepayment is required for any bespoke /customised jewellery project. 

Ready-made and Bespoke jewellery Delivery Time Frame

We aim to dispatch ready-made jewellery within 7 working days.

For bespoke jewellery: due to the time-consuming handmade processes, the delivery time of each order should be confirmed with  WEINANPAN Ltd. Generally speaking, a small collection of 6 to 8 pieces of jewellery would take around 6 to 8 weeks after the order is confirmed with payment received. However, delays might occur due to bigger order quantities, bank holidays, or unforeseen circumstances.

U.K. sales tax

Weinan Pan is a UK VAT-registered company. Our VAT number is: GB229963368. Weinan Pan jewellery prices are given in British Pounds Sterling (£). For UK domestic sales, the current UK sales tax (VAT) rate is 20%. If an order is being dispatched to a destination outside the U.K., the U.K. sales tax will be deducted, and this will be shown on the invoice.

Return & Refund

 We do not accept return or exchange requests for wholesale and made-to-order jewellery, except for pieces found to have manufacturing faults or the wrong item was sent. It does not affect clients’ statutory rights.

 Customers can return any unwanted ready-made jewellery* within 14 days from arrival, provided the jewellery was purchased directly from weinanpan.com. The returned article must be in unused condition with the original packaging within 14 days from the delivery arrival date. Please notify us to authorise your ready-made jewellery return before sending us your return. Once your return is authorised, please return your orders via an insured, secure track-and-signature courier service, as we would not be able to respond to any loss and damage caused by the return delivery.

Customers are responsible for the return postage for ”ready-made” non-faulty item returns. For overseas return, Weinan Pan suggests that customers use Weinan Pan’s DHL collection service, as we would make sure customs documents are filed correctly.

Overseas destination customs charges, import duties, Customs handling fees, and returns caused by unpaid destination customs charges

Please note that WEINAN PAN has no control over any destination’s customs charges, import duties, VAT, and handling fees that could be levied on international shipments when the package reaches the customer’s destination and for which the customer will be liable. For International returns caused by unpaid destination customs charges, import duties and Courier Customs handling fees, the Customer is responsible for the extra cost of the return shipment.  

Faulty or Wrong Items

All WEINANPAN jewellery undergoes thorough inspection before being sent to customers. If there are any concerns about receiving an incorrect or faulty item, contact us within 24 hours of delivery arrival with detailed photos. Timely communication is essential to verifying any product issues upon arrival.

WEINANPAN offers a one-year warranty for manufacturing defects. Please contact us or your retailer to arrange any repair and remedial work. 

If repair or remedial work is impossible, a replacement or a refund will be offered. Any retouching/repairing done by third parties voids the warranty. Additional repairs after the warranty period will involve a charge. Note: the repairing and retouching service may give the jewellery piece a new, different finish from before because each handcrafted, artistic, random appearance is unrepeatable. 

Cares

Both gold and silver are malleable, "soft" metals susceptible to scratching. Sterling silver and karat gold, which constitute the primary metals of Pan’s jewellery, naturally tarnish and wear. WEINANPAN Jewellery embraces natural changes and celebrates individual transformations, which would make each jewellery piece more unique.

For customers who appreciate observing how their jewellery evolves over time and wear, Weinan Pan jewellery does not require special care for the metals and the mostly used natural diamonds, rubies and sapphires. However, for pearls and other "soft gemstone" jewellery, and for those who wish to maintain the original appearance of their jewellery longer, we suggest: 

1) Gently clean each jewellery piece with a soft jewellery cloth. If using a damp cloth, please let your jewellery dry naturally. 

2)  Avoid exposing jewellery to extreme heat or humidity (Sauna, Steam Room, etc.).

3)  Refrain from contact with chemical substances like perfumes, chemical metal polishing cloths, household cleaning products, or ultrasonic cleaning.

4) Prevent banging or scratching on other hard objects.