Policy Documents

This page contains our Returns, Shipping, Security and Privacy Policies as well as details of the Banks Lyon Warranty.

Returns and Cancellations Policy

For items purchased in store:

If you change your mind about your purchase, or have purchased an unwanted gift, please return the unused goods to us with the original box and paperwork and receipt within 7 days, and we will offer you an exchange or a credit note. 

Faulty goods returned after a 7 day period will be subject to the manufacturer’s warranty and action will be taken to repair or replace the item on your behalf by us as quickly as is possible.

This policy conforms to the Sale of Goods Act 1979 and does not affect your statutory rights.

For items purchased online, by email, through a catalogue, over the telephone or by post:

If you change your mind about your purchase, or have purchased an unwanted gift, please return the unused goods to us with the original box and paperwork and receipt within 7 days and we will offer you a choice of an exchange, credit note or a refund.

All returns for items that are not faulty will be subject to a 3% restocking fee without exception. This charge covers administration, detailed product inspection by trained technicians and any reissuing of official manufacturer documentation.  The items should be returned using a method of shipping suitable to it’s size, nature and value, and be well packaged so as to avoid damage during transit.  We are not liable for any associated shipping and packaging costs for this type of return.  We strongly recommend Royal Mail’s Special Delivery Service with full insurance for returning items to us.

Watches that have been specially ordered for customers will be exempt from the returns policy.

Faulty goods returned after a 7 day period will be subject to the manufacturer’s warranty and action will be taken to repair or replace the item on your behalf by us as quickly as is possible. The items should be returned using a method of shipping suitable to it’s size, nature and value, and be well packaged as to avoid damage during transit.  We will reimburse any associated shipping and packaging costs for this type of return.

Returns and Correspondence should be directed to:

Personal Shopping Service, Banks Lyon Jewellers, 36-40 Church Street, Lancaster, LA1 1LH

If you have placed an order for goods you have not yet received you may cancel your order at any time and receive a choice of either full refund or credit note. We will need to receive your cancellation request in writing via email or at the above address.

This policy conforms to the Consumer Protection (Distance Selling) Regulations 2000 and does not affect your statutory rights.

Security Policy

We consider the financial security of our customers to be one of our highest priorities and are determined to take all necessary steps to safeguard our customers during transactions with us.  Therefore we have the following measures in place for online, email, catalogue, telephone and postal order transactions:

Shipping for items paid for by Debit or Credit Card will only be directed to the card’s registered address.  This is because use of alternative addresses is extremely common in fraudulent transactions.

Items cannot be collected in-store if a deposit or partial payment has been made over the phone.  This is to ensure that a third party who has become aware of your purchase cannot impersonate you in-store.

An identity verification check may be required for any Debit or Credit card transaction.  This process will be conducted via secure channels with the utmost confidentiality.

Payment cannot be accepted from Debit or Credit Cards registered to addresses outside the UK.  This is because our security and identity verification procedures can only match information to UK held databases.

Payments from customers outside the UK must be made through a direct bank to bank transfer of funds or Cheques.

Where payment is accepted through a cheque or bank to bank transfer, the goods will not be released for shipping until the funds have cleared in our accounts.

We reserve the right to refuse any payment in any form for any transaction without disclosing our reasons.

Privacy Policy

We are aware of the sensitivity of personal details and respect the privacy of our customers.  We are committed to handling personal data with the utmost delicacy and discretion during all transactions.  Depending on the type transaction we may collect certain information about you; this information will remain securely on our records and may or may not include:

Name, Address, Telephone Number(s), Email Address(es)

In some specific instances, for example when undergoing an identity check for a high value transaction or applying for credit, we may or may not also require (but are less likely to retain) the following sensitive information:

Debit or Credit Card Details, Date of Birth, Driving License Number, Passport Number, Energy Bill References and further address details.

Any personal information we collect will be handled securely and sensitive details such as credit card numbers will be removed from our records immediately after the transaction is complete.  We will normally only retain your name and contact details, for purposes which may or may not include:

Shipping of purchases and associated documents, verification of ownership in conjunction with manufacturer warranties, verification of proof of purchase, marketing.

We do not sell or pass on your details to marketing companies.

Personal details may be shared via secure channels with a third party identity verification company, or finance company if required during certain transactions.  Your contact details may be used for in house marketing and potentially passed to a third party company for the purposes of distribution of marketing materials only and will not be retained.

We comply fully with the Data Protection Act of 1998 and the Payment Card Industry’s Data Security Standard and are happy to discuss the specific details of how we communicate with you and personal data we collect from you in any transaction.

Shipping Policy

We offer a delivery service on all items ordered online, by email, through a catalogue, over the telephone or by post.  The items will be well packaged, handled by a suitable carrier and sent using an appropriate service.

We will present you with the details of any shipping costs and time scales at or before the time of purchase.  Typically for delivery within the UK we ship using a next day, insured and signature required service. Tracking numbers are available by request.

International shipments tend to be within a 3-7 day delivery period (depending on the country of destination) and using an insured and signature required service.  Tracking numbers are available by request.

Wherever possible we will arrange for delivery to be at a convenient date, time and location.  Please note that delivery of items where payment is taken via Debit or Credit card can only be made to the address that the card is registered to for security reasons.

The Banks Lyon Warranty

The Banks Lyon Warranty or Banks Lyon Guarantee applies only to the sale of Second Hand Jewellery and Watches.  The duration of this warranty is specific to the item purchased and will be a period of either six or twelve months – this will be clearly stated in the product description at or before the time of sale. This warranty comes into affect should you find the item faulty outside of 7 days from your original purchase, but does not include accidental damage or normal wear and tear.  We promise to repair the item to the standard of condition originally described through whatever means we deem to be appropriate.  On the rare occasion that we cannot affect a satisfactory or cost effective repair we will choose to either replace, exchange or credit you for the item.

We are legally bound to honour this warranty once offered.

This warranty policy conforms with the Goods to Consumers Regulations 2003 and does not affect your statutory rights.