Last updated: 22 September 2026

This Returns & Refunds Policy applies to purchases made by consumers on osmanly.com from OSMANLY LTD (Company No. 17185875, registered in England & Wales). It reflects the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Nothing in this policy affects your statutory rights.

1. Your right to cancel (14-day cooling-off period)

If you are a consumer, you may cancel your order for any reason within 14 days starting the day after you (or someone you nominate) receive the goods. If your order is delivered in several parcels, the 14 days run from the day after you receive the last one.

This applies to our standard catalogue pieces even though they are handmade after you order. The exceptions are listed in section 2.

How to cancel

  1. Tell us clearly within the 14-day period, by email at info@osmanly.com or through the Contact section of our website, stating your name, order number and the items you wish to return. You may use the model cancellation form below, but you do not have to.
  2. We will reply with the return address and instructions. Please do not send items back without contacting us first, so that we can match your parcel to your order.
  3. Send the goods back within 14 days of telling us you wish to cancel.

Return costs

Unless the item is faulty, damaged or not as described, you are responsible for the cost of returning the goods. Our pieces are shipped from Türkiye and international return postage may be significant; we recommend a tracked and insured service, because the goods remain your responsibility until they reach us.

Condition of returned goods

You may handle the goods as you would in a shop to check their nature, characteristics and working. If goods are handled beyond that — for example worn, used, altered, resized, scratched, missing tags or original packaging, or with prayer beads re-strung — we may reduce your refund to reflect the loss in value, up to the full price where the item cannot be resold.

Your refund

  • We will refund the price of the goods and the standard delivery charge you paid. If you chose a more expensive delivery option, we only refund the cost of our least expensive standard delivery.
  • We will refund you within 14 days of receiving the goods back, or of receiving proof that you have sent them, whichever is earlier.
  • Refunds are made to the original payment method. We do not charge a fee for the refund.
  • Import duties or taxes you paid to the authorities of your country are not charged by us and cannot be refunded by us; you may be able to reclaim them from your local customs authority.

2. Items that cannot be returned for change of mind

The 14-day right to cancel does not apply to the following, as permitted by regulation 28 of the Consumer Contracts Regulations 2013:

  • Personalised or custom-made items — goods made to your specifications or clearly personalised, such as items engraved with a name, initials, a date or a text of your choice, items made to a custom size, length, colour or bead count that you chose, and bespoke commissions.
  • Sealed goods not suitable for return for health or hygiene reasons once unsealed — for example perfumes, attars and cosmetics whose seal or cellophane has been opened, and pierced earrings whose hygiene seal or packaging has been opened.

Before we start a personalised or custom order we will ask you to confirm the details. Please check spelling, sizes and options carefully, as we make the item exactly as you confirm it. These exceptions do not affect your rights if the item is faulty or not as described (section 3).

3. Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If an item is faulty, damaged, or not what you ordered:

  • within 30 days of delivery you are entitled to reject it and receive a full refund, including the original delivery charge;
  • after 30 days, you are entitled to a repair or replacement, and if that is not possible or does not fix the problem, a price reduction or refund;
  • we will cover reasonable return postage for faulty, damaged or incorrect items.

To help us resolve it quickly, please contact us as soon as you notice the problem (ideally within 7 days of delivery for damage in transit), with your order number and clear photos of the item and packaging. This does not limit your statutory rights.

4. The nature of handmade and natural materials

Our products are handmade and many use natural materials. The following are natural characteristics and are not faults:

  • small variations in colour, shade, pattern, cloudiness, inclusions, bubbles or bead size in natural amber, stones and horn, and differences between pieces of the same design;
  • hand-engraving and hand-hammering marks, and slight differences in size and weight from the measurements shown (which are approximate);
  • natural darkening or tarnishing of silver and copper over time, which can be cleaned;
  • differences in colour between product photos and the real item caused by lighting or your screen settings.

Damage caused by accidents, misuse, wear and tear, contact with perfume, chemicals or water, incorrect cleaning, or alterations made by a third party is not a fault covered by this policy.

5. Cancelling before dispatch

You may cancel a standard (non-personalised) order at any time before it is delivered, and we will refund you in full. For personalised or custom orders, you may cancel free of charge until we have confirmed the details and work has started; after that, the order cannot be cancelled for change of mind.

6. Business customers

If you buy as a business rather than as a consumer, the cancellation rights in section 1 do not apply. Faulty items are handled under our Terms & Conditions.

7. Model cancellation form

(Complete and return this form only if you wish to cancel the contract.)

To: OSMANLY LTD, Office 18653, 182–184 High Street North, East Ham, London E6 2JA, United Kingdom — or by email to info@osmanly.com

I hereby give notice that I cancel my contract of sale of the following goods: ______________________

Ordered on / received on: ______________   Order number: ______________

Name of consumer: ______________________

Address of consumer: ______________________

Signature of consumer (only if this form is notified on paper): ______________   Date: ______________

OSMANLY LTD · Registered in England & Wales · Company No. 17185875 · Verify on Companies House · View Certificate of Incorporation