Terms of service

Terms of Service

Last updated: 23 October 2026

1. Introduction

Welcome to SECRETGEM. These Terms of Service govern your use of our website and online store, including the products and services we offer.

Throughout these Terms, “SECRETGEM”, “we”, “us” and “our” refer to the business operating this store. Our online store is powered by Shopify, which provides the platform that allows us to offer our products and services.

By accessing our website or placing an order, you agree to these Terms and our applicable website policies. Please read them carefully before making a purchase.

Nothing in these Terms affects your statutory consumer rights.

2. Eligibility and Account Information

You must provide accurate and complete information when placing an order or creating an account.

You are responsible for keeping your account login details secure and notifying us if you believe your account has been accessed without authorisation.

You must not use our website for unlawful purposes or provide false information when placing an order.

3. Our Products

SECRETGEM offers jewellery made using materials that may include 925 sterling silver, moissanite, cubic zirconia, natural gemstones, enamel and other decorative elements. The specific materials used in each product are listed on the relevant product page.

We make reasonable efforts to ensure product descriptions, photographs and prices are accurate. However, colours and appearance may vary slightly depending on lighting, photography and your device's display settings.

Please review the product description carefully before purchasing. If you have questions about a product's materials or specifications, contact us before placing your order.

Nothing in this section limits your rights if a product is faulty, misdescribed or does not meet applicable legal requirements.

4. One-Year Jewellery Warranty

All SECRETGEM jewellery is covered by a one-year warranty against manufacturing defects. The warranty period begins on the date the item is delivered to you.

The warranty covers defects arising from the item's manufacture, including faulty clasps, structural defects, stone-setting problems or material flaws present when the item was supplied.

The warranty does not cover normal wear and tear; tarnish or deterioration caused by exposure to seawater, chlorine, chemicals, heavy sweat or other harsh environments; damage caused by impact, misuse or failure to follow the care guidance; damage caused by a repair or alteration carried out by someone other than SECRETGEM; or lost items and accidental damage. These exclusions apply only to the extent that the issue was caused by the circumstances described and does not affect any statutory rights you may have.

If you believe your jewellery has a manufacturing defect covered by this warranty, please contact us at support@secretgem.co.uk with your order details and a description of the issue. Please contact us before sending an item back so we can provide return instructions. If we confirm a defect covered by this warranty, we will repair or replace the item, subject to applicable law.

This warranty is in addition to your statutory consumer rights. It does not limit or replace those rights, including any rights or remedies that may apply after this one-year warranty period has ended. The warranty request process does not prevent you from exercising your statutory rights.

5. Orders and Acceptance

When you place an order, you are making an offer to purchase the selected products.

You will receive an order confirmation acknowledging that we have received your order. This confirmation does not necessarily mean that the order has been accepted for dispatch.

We may need to contact you if there is a pricing error, a stock issue, a payment problem or another issue affecting your order. If we cannot fulfil your order, we will notify you and arrange any refund due.

Once an order has entered processing or production, cancellation may not always be possible immediately. However, this does not affect any cancellation rights you have under applicable law.

Please check your order details carefully before completing your purchase.

6. Prices and Payment

All prices are displayed in the currency shown on our website.

Shipping charges and any applicable taxes will be displayed at checkout where applicable. Additional customs duties or import charges may apply depending on the destination and shipping arrangements. Where such charges may apply, customers should review the information provided before ordering.

Payment must be authorised and processed through the payment methods available at checkout.

We reserve the right to correct genuine pricing or listing errors. If an error affects an order you have placed, we will contact you to discuss the available options before taking further action.

7. Shipping and Delivery

Orders are generally processed within up to 3 business days before dispatch. Items requiring additional production may take up to 10 additional business days before dispatch.

Our current UK delivery rates are:

£9.99 tracked delivery for orders under £120.

Free tracked delivery for orders of £120 or more.

Estimated transit time: 3–5 business days after dispatch, subject to the delivery service and any delays.

Processing and production time are separate from transit time. Delivery estimates are not guarantees, and delays may occur due to production, courier operations, customs or circumstances outside our reasonable control.

We will provide tracking information when available.

Responsibility for products during delivery will be determined in accordance with applicable consumer law. Nothing in these Terms transfers delivery risk to you prematurely or limits your statutory rights.

Please refer to our Shipping Policy for further information.

8. Returns, Refunds and Cancellations

We offer a 30-day return policy for eligible change-of-mind returns, subject to the conditions set out in our Returns & Refunds Policy.

Items returned under our voluntary change-of-mind policy should generally be unworn, unused and returned with their original packaging and tags, where applicable.

Faulty, damaged, misdescribed or incorrect products are handled in accordance with applicable consumer law. Our voluntary return conditions do not remove your statutory rights.

For eligible change-of-mind returns, customers may be responsible for return postage. We will cover reasonable return shipping costs for confirmed damaged, defective or incorrect items.

To request a return or discuss a cancellation, contact support@secretgem.co.uk before sending an item back.

Please read our Returns & Refunds Policy for full details.

9. Intellectual Property

Unless otherwise stated, original content on our website, including text, photographs, graphics, logos and branding, belongs to SECRETGEM or is used with permission from the relevant rights holder.

You may access and use the website for personal, non-commercial shopping purposes. You must not reproduce, distribute, modify or commercially exploit protected content without the appropriate permission, except where permitted by law.

Shopify's name, branding and intellectual property remain the property of Shopify. Other third-party names and marks belong to their respective owners.

10. Website Use and Prohibited Activities

You agree not to use our website to:

Break any applicable law or regulation.

Commit fraud or provide misleading information.

Interfere with website security or functionality.

Upload malicious software or harmful code.

Attempt unauthorised access to our systems or other users' information.

Collect personal information unlawfully.

Copy or exploit website content in a way that infringes intellectual property rights.

We may take reasonable action to protect our website, customers and business where misuse or unlawful activity is suspected.

11. Third-Party Services and Links

Our website may use third-party services, applications and links to support payments, delivery, analytics, customer service and other functions.

Third-party services are subject to their own terms and privacy policies. We are not responsible for independent third-party websites or services beyond the responsibilities imposed on us by applicable law.

12. Shopify's Role

Shopify provides the e-commerce platform that powers our online store. Purchases made through our website are transactions with SECRETGEM, not Shopify.

Shopify's role as our platform provider does not remove any obligations SECRETGEM has to customers under applicable consumer law.

13. Privacy and Personal Information

We collect and use personal information in accordance with our Privacy Policy.

Your information may be processed by Shopify and relevant service providers, including payment processors, suppliers and delivery partners, to fulfil orders and operate our store.

Please read our Privacy Policy to understand how personal information is collected, used, shared and protected.

14. Reviews and Feedback

If you submit reviews, suggestions or other feedback, you confirm that you have the right to provide that content and that it is not unlawful or knowingly misleading.

Where you provide feedback for us to use, you grant SECRETGEM permission to use it for relevant business purposes, subject to applicable law and any rights you retain in your content.

We may moderate or remove content where reasonably necessary, including content that is unlawful, abusive, fraudulent or unrelated to the purpose of the review or feedback feature.

15. Website Availability and Errors

We aim to keep our website accurate, secure and accessible. However, we cannot guarantee uninterrupted access or that every feature will always operate without errors.

We may update product information, correct mistakes, maintain the website or make changes to our services as reasonably necessary.

If a material error affects an order, we will take reasonable steps to contact the customer and resolve the issue fairly and in accordance with applicable law.

16. Liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

In particular, nothing in these Terms excludes or limits your statutory consumer rights, or any liability that cannot legally be excluded or limited.

Subject to those protections, we are not responsible for losses arising from circumstances beyond our reasonable control, provided this does not remove any legal obligation we owe to you.

17. Indemnification

You are responsible for losses directly caused by your unlawful use of our website or your material breach of these Terms, subject to applicable law.

Nothing in this section makes you responsible for losses caused by our own breach of contract, negligence or other conduct for which liability cannot lawfully be excluded.

18. Suspension and Termination

We may restrict or suspend access to website features where reasonably necessary to protect our website, customers or business, including where there is suspected fraud, a security risk or unlawful activity.

Any action we take will be subject to applicable law and will not remove rights you have in relation to an existing order.

19. Changes to These Terms

We may update these Terms from time to time to reflect changes to our services, business practices or legal requirements.

The latest version will be published on this page with an updated date. Changes will not retrospectively remove rights that you have already acquired under applicable law.

20. Governing Law

These Terms are governed by the laws applicable in the jurisdiction where SECRETGEM is established, subject to any mandatory consumer protection laws that apply to you.

If you are a consumer in the UK or another jurisdiction with mandatory consumer protections, nothing in these Terms is intended to deprive you of protections that cannot legally be excluded.