All other policies

Cancellations Policy

Legal obligations

  1. Items sold in V-Key Designs
  2. All items sold is custom made, made to order, bespoke and of a personal nature.  Each creation is personal to the recipient and has no monetary or resale value to anyone else.  For this purpose and in terms of legislation
  • there is no legal obligation to offer any refunds or cancellations unless the item is proven to be faulty.
  • In addition, where specific materials have been purchased and work has been started on an order before inclusions are received, any cancellations / amendments will incur a cost of up to 100 % of the purchase price.  This includes custom made rings, pendants and charms where metal smithing,  sculpted and pre-made findings are purchased to complete the order.

The Consumer Rights Act 2015

  1. Gives you rights when shopping online and this policy is offered in addition to your legal rights.  The act addresses instances where items are faulty, not as described, or don’t do what they are supposed to do.  There are some circumstances where the Consumer Rights Act won’t give you a right to cancel or claim a refund.  
  2. Custom made, bespoke and personalised items must be independently proven to be faulty  to qualify for a refund.  

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

Cancelling orders

  1. According to Citizen's Advice on changing your mind about something you have purchased , "you don’t have an automatic right to get your money back if you just change your mind about something you’ve bought and there’s nothing wrong with it.  It’s the same no matter how expensive the item was - it’s really down to the seller whether they offer you anything." Similarly the 14 day "cooling-off period" does not apply to items that are bespoke, personalised or custom-made

Our Cancellations and Returns Policy

  1. Bespoke items
  • Each art glass piece we create will never be identical to the photograph, only similar. When making handmade glass jewellery and keepsakes, it is impossible to recreate any piece identically. Our glass and inlay items may reveal slight imperfections, possibly in the form of air bubbles and or hand tooling marks, glass and or color pattern irregularities, or even a slight asymmetrical form. These irregularities are an attribute of skilled human hand produced the art glass piece, rather than a mass producing machine and do not imply a defect of the product.
  1. Refunding of return postage
  • Notify us as soon as possible of any faults with your order.  Once we agree to make repairs to an item custom made by us, we will notify you where to return the item to and the mailing options to use.  Specifically provided returned mailing services will be refunded to you.  Should you choose to use a different mailing services we will only refund you the cost of the mailing service we have specified.  Please retain proof of postage for future use.
  1. Exclusions
  • Jump rings that have opened.
  • Complimentary necklace chains that break (irrespective of the age).
  • There may be cost to repair and / or replace these items.
  1. Losses and / or breakages
  • The V-Key Designs is not responsible for any losses of your creation, irrespective of the age of it.
  • Most of the items sold in this store is made of glass and as such is not indestructible.  Proper care needs to be taken when wearing and handling it.
  • Guidance on caring for your creation is provided and as such, we cannot be held responsible for how you wear or use your creation. 
  • Our glass and inlay jewellery and keepsakes do not represent a safety risk. However, you should be aware that glassware is fragile. Breakages can occur and broken glass is a significant injury hazard. Caution should be taken for proper handling and accessibility to children. All finished items are ship protected and secured in bubble lined envelopes with fragile marked packaging.
  • Receiving a broken item is a very rare occurrence, although it is not impossible to avoid an occasional breakage while in transit.
  • We do not accept responsibility for breakages after receipt of glass and inlay jewellery and keepsakes.
  1. Damaged items
  • Applies to all handmade, custom made accessories, rings, pendants, charms or keepsakes manufactured by the V-Key Designs
  • Under the Consumer Rights Act, we reserve the right to request independent evidence that the item was faulty and or is not what it purports to be before making repairs to it or replacing it. e.g.  A sterling silver ring is purchased and upon receipt a customer alleges it is not sterling silver.  The customer will need to, at their own expense, prove through an assay office certificate that the item purchased is not sterling silver.
  • Repairs to an order will carry a delivery charge to receive the repaired item back to you.
  1. Cancellations & Refunds
  2. We recognise and accept that there are some instances when orders need to be cancelled or refunded and our policy is specified below.
  3. You will have 24 hours after placing your order in which to notify us of any changes to your order, such as ring sizes, colour options, layout, personalisation or anything else.  After 24 hours, work may be commenced on the order in preparation of receipt of your inclusions.  See part 3 below for exceptions and examples (the list is not inclusive of every scenario).
  4. In each instance there will be costs associated with the cancellation or refund as specified below:
  • Collection kits - collection kits are not provided free of charge and any costs associated with kits and the posting thereof will be deducted from the total order amount.
  • For health and safety reasons, dispatched kits will not be accepted as returns and no refund will be given for any kits returned.  All returned kits will be destroyed to prevent potential contamination and spread of Covid-19.
  • Cancellation charges - every payment made to this store carries a transaction fee, the cost of which will be deducted from the total order amount as specified in the table 1.  The transaction fee is calculated on the total order amount, not the individual item. 
  • Custom made metal smithing, custom made bespoke items, purchased findings -  materials and supplies used in making bespoke / custom made items (e.g and specifically sized rings, bespoke pendants, charms according to your specifications) will incur a cost of up to 100 % of the purchase price (i.e. partial / no refund will be given on that item).
  • Direct bank transfers - for refunds made by international bank transfer (as apposed to secure card payments) will carry additional costs.  See table 2.

Refund / cancellation value

  1. .1  Before we acknowledge receipt of your inclusions and within 3 months of placing your order - Full refund less cancellation costs and any charges listed in part 3 of the Cancellations & Refunds section above
  2. 4.2 Before we acknowledge receipt of your inclusions and after 3 months of placing your order - Conversion to store credit less cancellation costs and any charges listed in part 3 of the Cancellations & Refunds section above.  Store credit cannot be converted to cash and it will have an expiry date of 12 months.  Any payments will be offset against the costs associated with the preparation of your order, eg, purchase of materials, storage costs and manual labour.  Orders that have been archived cannot be reopened.
  3. 4.3 After we acknowledge receipt of your inclusions - 25 % refund less cancellation costs (and any charges listed in part 3 of the Cancellations & Refunds section above. All stored inclusions will be discarded and your creation will be destroyed.
  4. 4.4 After we post your completed item to you - You will need to return the unwanted item back to us at your own expense.  It must be in its original packaging, unused and unworn.
  5. Any precious metals will be removed, weighed and the monetary equivalent of scrap precious metal at that time will be refunded to you.  Non-trade scrap metal prices can be found on the Cookson website.
  6. All stored inclusions will be discarded and your creation will be destroyed.

Cancellation charges

  1. *Transaction fees are based on the value of the transaction and is as specified in the table below.   Transaction fees are paid every time a transaction is made.
  2.  Total purchase priceTransaction fee
  3. £ 0.01 - £ 10.00 £ 1.00
  4. £ 10.01 - £ 20.00 £ 1.40
  5. £ 20.01 - £ 30.00 £ 1.65
  6. £ 30.01 - £ 40.00 £ 2.00
  7. £ 40.01 - £ 50.00 £ 2.20
  8. £ 50.01 - £ 60.00 £ 2.40
  9. £ 60.01 - £ 70.00 £ 2.85
  10. £ 70.01 - £ 80.00 £ 3.15
  11. £ 80.01 - £ 90.00 £ 4.10
  12. £ 90.01 - £ 100.00 £ 4.450
  13. £ 101.01 - £ 120.00 £ 5.70
  14. £ 120.01 - £ 150.00 £ 6.80
  15. £ 150.01 - £ 200.00 £ 7.75
  16. £ 201.01 - £ 250.01  £ 9.15


  1. Direct bank transfer fees that may be applicable:
    Fees applied when receiving international payments into our account:
    Receiving a payment up to £100 - £ 17.50 fee;
    Receiving a payment of £100 or over - £ 27.00 fee.
    Outgoing International Payments cost £ 55.00
  2. *Transaction fees are based on the value of the transaction and is as specified in the table below.   Transaction fees are paid every time a transaction is made.

Terms of Service

This website is operated by TV-Key Designsp . Throughout the site, the terms “we”, “us” and “our” refer to V-Key Designs. TV-Key Designs offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).
You must not transmit any worms or viruses or any code of a destructive nature.
A breach or violation of any of the Terms will result in an immediate termination of your Services.

We reserve the right to refuse service to anyone for any reason at any time.
You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.
You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.
The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.
This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

Prices for our products are subject to change without notice.
We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.
We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.
We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate.
We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.
We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e‑mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

For more detail, please review our Returns Policy.

We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.
You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.
Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).
We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.

Certain content, products and services available via our Service may include materials from third-parties.
Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.
We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.
We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.
You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e‑mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

Your submission of personal information through the store is governed by our Privacy Policy. To view our Privacy Policy.

Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.
We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.
You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.
You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.
In no case shall V-Key Designs , our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.

You agree to indemnify, defend and hold harmlessV Key Designs and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.
These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.
If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).

The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.
These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).
Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of United Kingdom.

You can review the most current version of the Terms of Service at any time at this page.
We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

Questions about the Terms of Service should be sent to us here.



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