Terms & Conditions
Repairs, Restorations & Adjustments
Version 1.0, effective 07 June 2026
These Terms and Conditions govern all repair and restoration work carried out by Heather Coleman Jewellery ('the Workshop'). By leaving an item with us, or by authorising work verbally, in writing, or by payment of a deposit, you ('the Customer') agree to be bound by these terms.
1. Quotations & Estimates
1.1 All quotations provided before work begins are estimates only, based on a visual inspection of the item. The final price may vary if additional faults, complications, or required materials are discovered once work is under way.
1.2 Where a significant price variation is anticipated, we will contact you to discuss the revised cost before proceeding. We will not carry out additional work without your authorisation.
1.3 You are under no obligation to proceed if a revised quotation is not acceptable to you. Please note that where investigative work has already been undertaken, we may make a reasonable charge for the labour and materials incurred up to that point.
1.4 We reserve the right to decline any repair or restoration work at our discretion, without being required to give a reason.
1.1 All quotations provided before work begins are estimates only, based on a visual inspection of the item. The final price may vary if additional faults, complications, or required materials are discovered once work is under way.
1.2 Where a significant price variation is anticipated, we will contact you to discuss the revised cost before proceeding. We will not carry out additional work without your authorisation.
1.3 You are under no obligation to proceed if a revised quotation is not acceptable to you. Please note that where investigative work has already been undertaken, we may make a reasonable charge for the labour and materials incurred up to that point.
1.4 We reserve the right to decline any repair or restoration work at our discretion, without being required to give a reason.
2. Authorisation of Work
2.1 Work will only begin once you have given express authorisation, either in person, in writing (including by email or text message), or by payment of a deposit where applicable.
2.2 Where work is authorised remotely (e.g. by phone or email), you confirm you are the owner of the item, or have the owner's authority to instruct us.
2.3 You are responsible for ensuring any item left for repair is yours to leave, and that you have the right to authorise the work. We accept no liability arising from disputed ownership.
2.1 Work will only begin once you have given express authorisation, either in person, in writing (including by email or text message), or by payment of a deposit where applicable.
2.2 Where work is authorised remotely (e.g. by phone or email), you confirm you are the owner of the item, or have the owner's authority to instruct us.
2.3 You are responsible for ensuring any item left for repair is yours to leave, and that you have the right to authorise the work. We accept no liability arising from disputed ownership.
3. Deposits
3.1 A deposit may be required before work commences on larger or more complex jobs, or where specialist materials must be ordered. The deposit amount will be agreed with you at the time of booking.
3.2 Deposits are non-refundable once work has commenced or materials have been ordered on your behalf, except where we are unable to complete the work as described.
3.3 Once you confirm your instruction to proceed, you are committed to paying for all work carried out and materials used, including any additional materials agreed with you during the repair. Completed items will only be released upon payment in full.
3.4 The deposit will be deducted from the final balance due on collection.
3.1 A deposit may be required before work commences on larger or more complex jobs, or where specialist materials must be ordered. The deposit amount will be agreed with you at the time of booking.
3.2 Deposits are non-refundable once work has commenced or materials have been ordered on your behalf, except where we are unable to complete the work as described.
3.3 Once you confirm your instruction to proceed, you are committed to paying for all work carried out and materials used, including any additional materials agreed with you during the repair. Completed items will only be released upon payment in full.
3.4 The deposit will be deducted from the final balance due on collection.
4. Condition of Items
4.1 We will carry out a condition assessment of your item when it is received and will note any pre-existing damage, wear, previous repairs, or faults on your receipt. Please check this carefully and advise us of any discrepancies before leaving.
4.2 Where an item submitted for repair is old, fragile, or in a weakened condition, there is an inherent risk that handling, cleaning, or repair work, however carefully carried out, may reveal or cause further deterioration. We will advise you of any such risks before proceeding.
4.3 We are not responsible for damage arising from pre-existing hidden faults (e.g. metal fatigue, undisclosed previous repairs, internal cracks, or worn settings) that were not visible on initial inspection.
4.4 Antique, vintage, or previously repaired items may carry higher risk. We will always discuss this with you before commencing work.
4.1 We will carry out a condition assessment of your item when it is received and will note any pre-existing damage, wear, previous repairs, or faults on your receipt. Please check this carefully and advise us of any discrepancies before leaving.
4.2 Where an item submitted for repair is old, fragile, or in a weakened condition, there is an inherent risk that handling, cleaning, or repair work, however carefully carried out, may reveal or cause further deterioration. We will advise you of any such risks before proceeding.
4.3 We are not responsible for damage arising from pre-existing hidden faults (e.g. metal fatigue, undisclosed previous repairs, internal cracks, or worn settings) that were not visible on initial inspection.
4.4 Antique, vintage, or previously repaired items may carry higher risk. We will always discuss this with you before commencing work.
5. Our Care of Your Items
5.1 We take all reasonable care of items in our custody. All items will be stored securely on the premises while in our care.
5.2 We hold professional indemnity and/or public liability insurance. In the event of loss or damage caused by our negligence, our liability is limited to the reasonable repair or replacement value of the item, up to the limit of our insurance cover.
5.3 We strongly recommend that customers ensure high-value items are covered by their own household or specialist jewellery insurance whilst in our care, as our insurance may not cover the full replacement value of all items.
5.4 We do not accept liability for sentimental value, or for any consequential or indirect losses arising from delay, loss, or damage.
5.1 We take all reasonable care of items in our custody. All items will be stored securely on the premises while in our care.
5.2 We hold professional indemnity and/or public liability insurance. In the event of loss or damage caused by our negligence, our liability is limited to the reasonable repair or replacement value of the item, up to the limit of our insurance cover.
5.3 We strongly recommend that customers ensure high-value items are covered by their own household or specialist jewellery insurance whilst in our care, as our insurance may not cover the full replacement value of all items.
5.4 We do not accept liability for sentimental value, or for any consequential or indirect losses arising from delay, loss, or damage.
6. Turnaround Times & Completion
6.1 Any completion dates given are estimates only. We will make every reasonable effort to complete work on time but cannot guarantee specific dates, particularly where work is complex or specialist materials must be sourced.
6.2 We will contact you as soon as your item is ready for collection, using the contact details provided at the time of booking. Please ensure these are accurate and kept up to date.
6.3 We are not liable for any loss or inconvenience caused by delays beyond our reasonable control, including supply chain delays, illness, or force majeure events.
6.1 Any completion dates given are estimates only. We will make every reasonable effort to complete work on time but cannot guarantee specific dates, particularly where work is complex or specialist materials must be sourced.
6.2 We will contact you as soon as your item is ready for collection, using the contact details provided at the time of booking. Please ensure these are accurate and kept up to date.
6.3 We are not liable for any loss or inconvenience caused by delays beyond our reasonable control, including supply chain delays, illness, or force majeure events.
7. Collection & Payment
7.1 Full payment of the outstanding balance is due upon collection of your item. We accept cash and card payments. Items cannot be released until payment has been made in full.
7.2 We will notify you by phone, text, or email when your item is ready. It is your responsibility to collect the item promptly.
7.3 Items must be collected within 60 days of notification that work is complete, unless alternative arrangements have been agreed in writing.
7.4 Upon collection, you may be asked to present your receipt and photographic ID such as a passport or driving licence. This is for the security of your item.
7.5 Items may be collected by a nominated person provided we are informed of their name in advance. They will be required to bring the receipt and may be asked to provide photographic ID.
7.1 Full payment of the outstanding balance is due upon collection of your item. We accept cash and card payments. Items cannot be released until payment has been made in full.
7.2 We will notify you by phone, text, or email when your item is ready. It is your responsibility to collect the item promptly.
7.3 Items must be collected within 60 days of notification that work is complete, unless alternative arrangements have been agreed in writing.
7.4 Upon collection, you may be asked to present your receipt and photographic ID such as a passport or driving licence. This is for the security of your item.
7.5 Items may be collected by a nominated person provided we are informed of their name in advance. They will be required to bring the receipt and may be asked to provide photographic ID.
8. Uncollected Items
8.1 If an item is not collected within 60 days of notification that work is complete, we reserve the right to charge a storage fee of [£2 per week or part thereof] after that period.
8.2 If an item remains uncollected after a further written notice period of 30 days (sent to your last known contact details), we reserve the right to sell or otherwise dispose of the item in order to recover any outstanding charges, labour costs, and materials.
8.3 We will make all reasonable attempts to contact you before taking the above step. It is your responsibility to keep your contact details with us up to date.
8.4 We will not be liable for any loss arising from an uncollected item being sold or disposed of in accordance with this clause, provided we have followed the notice procedure above.
8.1 If an item is not collected within 60 days of notification that work is complete, we reserve the right to charge a storage fee of [£2 per week or part thereof] after that period.
8.2 If an item remains uncollected after a further written notice period of 30 days (sent to your last known contact details), we reserve the right to sell or otherwise dispose of the item in order to recover any outstanding charges, labour costs, and materials.
8.3 We will make all reasonable attempts to contact you before taking the above step. It is your responsibility to keep your contact details with us up to date.
8.4 We will not be liable for any loss arising from an uncollected item being sold or disposed of in accordance with this clause, provided we have followed the notice procedure above.
9. Complaints & Disputes
9.1 We take pride in our work and your satisfaction matters to us. We ask that you inspect your item carefully at the point of collection. If this is not possible, any concerns about the condition of your item or the work carried out must be raised with us in writing within 7 days of collection. We cannot accept responsibility for issues reported after this period, or where the item has since been worked on or altered by a third party
9.2 We will investigate all complaints promptly and in good faith. Where a complaint is upheld, our usual remedy will be to redo or correct the work at no additional charge.
9.1 We take pride in our work and your satisfaction matters to us. We ask that you inspect your item carefully at the point of collection. If this is not possible, any concerns about the condition of your item or the work carried out must be raised with us in writing within 7 days of collection. We cannot accept responsibility for issues reported after this period, or where the item has since been worked on or altered by a third party
9.2 We will investigate all complaints promptly and in good faith. Where a complaint is upheld, our usual remedy will be to redo or correct the work at no additional charge.
10. Your Consumer Rights
10.1 Nothing in these Terms affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015. Services must be carried out with reasonable care and skill, within a reasonable time, and at a reasonable price where no price was agreed in advance.
10.2 If we are unable to resolve a dispute directly, you may be entitled to refer the matter to an alternative dispute resolution (ADR) scheme or contact the Citizens Advice consumer helpline.
10.1 Nothing in these Terms affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015. Services must be carried out with reasonable care and skill, within a reasonable time, and at a reasonable price where no price was agreed in advance.
10.2 If we are unable to resolve a dispute directly, you may be entitled to refer the matter to an alternative dispute resolution (ADR) scheme or contact the Citizens Advice consumer helpline.
11. Privacy & Your Data
11.1 We collect and hold your personal details (name, address, telephone number, email) solely for the purpose of managing your repair booking, contacting you about your item, and for our legitimate business records.
11.2 We do not share your data with third parties except where required by law. Your data is held securely in accordance with UK GDPR and the Data Protection Act 2018.
11.3 We may photograph items before or after repair for use on our website, social media, or portfolio. Photographs will only be taken or published after the item has been collected, and will never be accompanied by any information that could identify you. If you would prefer your item not to be photographed, please let us know at the time of booking.
11.4 You may request access to or deletion of your personal data at any time by contacting us at the address above.
11.1 We collect and hold your personal details (name, address, telephone number, email) solely for the purpose of managing your repair booking, contacting you about your item, and for our legitimate business records.
11.2 We do not share your data with third parties except where required by law. Your data is held securely in accordance with UK GDPR and the Data Protection Act 2018.
11.3 We may photograph items before or after repair for use on our website, social media, or portfolio. Photographs will only be taken or published after the item has been collected, and will never be accompanied by any information that could identify you. If you would prefer your item not to be photographed, please let us know at the time of booking.
11.4 You may request access to or deletion of your personal data at any time by contacting us at the address above.
12. General
12.1 These Terms and Conditions are governed by the law of England and Wales.
12.2 If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.
12.3 We reserve the right to update these Terms from time to time. The version in force at the time you leave an item with us will apply to that booking.
12.1 These Terms and Conditions are governed by the law of England and Wales.
12.2 If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.
12.3 We reserve the right to update these Terms from time to time. The version in force at the time you leave an item with us will apply to that booking.
