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Our Policy & Guarantee

Terms & Conditions

TERMS AND CONDITIONS OF ON-LINE SUPPLY OF GOODS BY BANKS LYON JEWELLERS LTD.

This page (together with the documents referred to on it) tells you the terms and conditions on which We supply any of the products (“Products”) listed on our website at www.bankslyon.co.uk (“Our Site”) to you. Please read these terms and conditions carefully before ordering any Products from Our Site. You should understand that by ordering any of our Products, you agree to be bound by these terms and conditions. You should print a copy of these terms and conditions for future reference.

www.bankslyon.co.uk is a site operated by Banks Lyon Jewellers Ltd. (“We” or “Us”). We are registered in England and Wales under company number 04430605 and with our registered office at 36-40 Church Street, Lancaster, LA1 1LH. Our VAT number is 416592640.

By placing an order through Our Site, you warrant that: (a) You are legally capable of entering into binding contracts; and (b) You are at least 18 years old.

After placing an order, you will receive an e-mail from Us acknowledging that We have received your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to Us to buy a Product. All orders are subject to acceptance by Us, and We will confirm such acceptance to you by sending you an e-mail that confirms that the Product has been dispatched (the “Dispatch Confirmation”). The contract between Us (“Contract”) will only be formed when We send you the Dispatch Confirmation. Where you have offered to buy a Product made by Us to your specifications, your offer to buy will be accepted, and our Contract will be formed, when We confirm to you in writing that We are willing and able to make the Product to your specification and a price has been agreed between us. 1.03 The Contract will relate only to those Products whose dispatch We have confirmed in the Dispatch Confirmation. We will not be obliged to supply any other Products which may have been part of your order until the dispatch of such Products has been confirmed in a separate Dispatch Confirmation.

Contracts for the purchase of Products through Our Site will be governed by English law. Any dispute arising from, or related to, such Contracts shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.

Banks Lyon Jewellers Ltd. acts as a credit intermediary and offers credit products from Secure Trust Bank PLC trading as V12 Retail Finance. Banks Lyon Jewellers ltd is authorised and regulated by the Financial Conduct Authority. Details about the extent of our regulation by the Financial Conduct Authority are available from us on request. Finance is only available to permanent UK residents aged >18, subject to status, terms and conditions apply.

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

Different ways to pay:

  • Debit card - No surcharge. The watch must be despatched to the billing address of the card (Security policy terms apply)
  • Credit card - No surcharge. The watch must be despatched to the billing address of the card (Security policy terms apply)
  • Cash - In accordance with money laundering regulations.
  • Bank transfer - Only CHAPS transfers will be accepted. Please contact us for our bank account details.
  • Finance Option -  For full terms and conditions please see our finance page.

Returns and Cancellations Policy

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 14 days and we will offer you a choice of an exchange, credit note or a refund.
Faulty goods returned after a 30 day period will be subject to the manufacturer’s warranty and action will be taken to repair, replace, or refund in full the item as quickly as is possible. This policy conforms to the Consumer Rights Act 2015 and does not affect your statutory rights.

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.

Watches and jewellery that have been specially ordered for customers will be exempt from the returns policy.
All returns must be in new, unworn condition with original brand packaging.

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.

Your consumer rights within 30 days

Any product or service, physical or digital, bought online or in store must meet the following standards:
Satisfactory quality – Your goods should not be faulty or damaged, or at least of satisfactory quality. For example, second hand goods are not held to the same standards as brand new.
Fit for purpose – you should be able to use it for the purpose they were supplied for.
As described – your goods or service must match the description, model or sample shown at time of purchase.

Your rights to a refund, repair or replacement change as time progresses.

In the first 30 days after purchase, you have the right to reject the goods. This means you can return an item which does not meet the three criteria for a full refund.
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.
Please note that all listed prices are subject to change without prior notice.

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 full 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 will be required for any Debit or Credit card transaction over £500.00. 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 strictly do not 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, sales history and wishlist data, 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, and marketing. If you would like a copy of the information we hold you you as an individual, pleast contact us. If you would like to opt out of our marketing campaigns at any time, please follow the instructions at the base of the marketing piece, or conact us online.

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. If you would like a copy of the information we hold you you as an individual, pleast contact us (we will aim to repsond on the same or next working day). If you would like to opt out of our marketing campaigns at any time, please follow the instructions at the base of the marketing piece, or conact us online.
If you have set up an online account with us, you are able to log in and edit or remove your details at any time.

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.
Online Checkout Orders

On placing an order with us via our website you will receive an email from Banks Lyon Jewellers acknowledging receipt of your order. Please note that your order is subject to availability and this email does not constitute acceptance of your order. Once your items have been picked and readied for delivery we will send you a confirmation email which will constitute our contract with you to supply the goods and services detailed within the email.

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.

Manufacturer Warranties
New branded products are provided with a manufactureres warranty, This warranty comes into affect should you find the item faulty outside of 30 days from your original purchase, but does not include accidental damage or normal wear and tear. Items bought via finance agreements also qualify for manufacturer warranty where applicable.

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.

Items bought via finance agreements also qualify for the Banks Lyon warranty where applicable.

This warranty comes into affect should you find the item faulty outside of 30 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.

Vulnerable Customer Policy

Banks Lyon Jewellers has a Vulnerable Customer Policy which is designed to ensure that the way in which we conduct our business does not have a detrimental impact upon vulnerable customers. For the purposes of this policy, vulnerable customers are customers and prospective customers whose ability or circumstances require us to take extra precautions in the way that we sell and provide our services to ensure that they are not disadvantaged in any way.

What is a vulnerable customer?

The Financial Conduct Authority (FCA) defines a vulnerable customer as “someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.”

The FCA expects firms like ourselves to treat all our customers fairly and when dealing with people with vulnerable circumstances to take account of such vulnerability to ensure that the way that we sell and provide our services does not cause them detriment.

Identifying a vulnerable customer

Our staff are trained to identify vulnerable customers and to provide the additional level of assistance they may require in order to achieve a good outcome. However, it is not always easy to recognise these characteristics. Therefore, if you believe you meet the criteria for a vulnerable customer, please read this statement and notify us as soon as possible of your particular needs. You are encouraged to do this when you first make contact with us.

Vulnerability groups

We recognise that certain groups of customers may be vulnerable. Whilst not all customers in these groups may be vulnerable, we will consider a customer’s individual circumstances where a potential vulnerability is identified. These groups may include, but are not restricted to:

  • Customers with communication difficulties (including learning difficulties and English not being their first language, dyslexia)
  • A customer with a reduction in physical or mental capacity
  • Customer with health issues – illness, whether physical or mental illness, severe or long term
  • A sudden diagnosis of serious illness to the customer or close family member
  • Personal circumstances of the customer – factors such as financial difficulties, bereavement, caring responsibilities or redundancy
  • The customers age particularly older and younger people. For example, a younger person may be considered inexperienced and the older person may be less technologically able

Our key principles when engaging with a vulnerable customer

As soon we think we may be engaging with a vulnerable customer, whether this is through our identification or you are approaching us, we will:

  • Immediately make a record of this and ensure we adhere to this policy
  • Provide additional opportunities for you to ask questions about the information we have provided
  • Continuously seek confirmation that you have understood the information that has been provided
  • Ask if there is anybody with you who is able to assist. If not, and we believe this will be beneficial, we will make arrangements to continue with the subject matter at another time
  • Offer you the opportunity to complete the transaction after a period of further consideration

If we can’t help a customer, we will try and make sure that they understand what alternative options are available to them.

Anti-Money Laundering Policy & Procedure

Banks Lyon are committed to maintaining the highest ethical standards and complying with all applicable laws and regulations. This includes strict adherence to laws and regulations related to anti-money laundering and countering the financing of terrorism.

We understand the serious nature of these issues, and we take them very seriously. We have implemented robust internal controls and processes to ensure that we are in full compliance with all applicable laws and regulations related to money laundering and terrorism financing.

Our policy is to promptly report any suspicious activity or transactions that may be related to money laundering or terrorism financing to the relevant authorities. We also maintain ongoing training programs for all of our employees to ensure that they are aware of the risks and their obligations under the law.

We believe that our commitment to these important issues is essential to our reputation and our continued success. We are committed to working closely with our partners and customers to ensure that we are all doing our part to combat these serious crimes.

Complaints Policy

At Banks Lyon Jewellers, we are committed to providing the highest level of customer satisfaction. However, we understand that there may be times when our customers are not completely satisfied with the products or services they receive from us. That's why we have created this complaints policy to ensure that all complaints are handled fairly and efficiently.

How to make a complaint

Customers can make a complaint by:

  1. Email: Customers can send an email to [email protected], providing details of their complaint and including their order number if relevant.

  2. Phone: Customers can call our Lancaster showroom on 01524 381 020 or our Kendal showroom on 01539 730 300 to speak to a member of our customer service team who will be happy to assist with their complaint.

  3. Online Form: Customers can complete our online contact form, which can be found below on on our contact page, here.

Responding to Complaints

Our customer service team will acknowledge receipt of all complaints within 24 hours and aim to resolve the issue within 14 days. If we are unable to resolve the issue within this timeframe, we will keep the customer informed of the progress and aim to resolve the issue as soon as possible.

Resolution of Complaints

We will do our best to resolve all complaints to the customer's satisfaction. If a resolution cannot be reached, the customer has the right to refer the matter to the relevant dispute resolution scheme, such as The Retail Ombudsman.

Data Protection Regarding Complains

We will process all personal data received as part of a complaint in accordance with our privacy policy and relevant data protection legislation.

Changes to this Complaints Policy

We reserve the right to make changes to this policy at any time. Any changes will be posted on this page.

Active Offers & Promotions.

Free Luxury Gift or E-Gift Card with each purchase of a new watch purchase above £2,500. (Valid until July 31st 2024) -  Not available on Cartier watches, pre owned or sale goods, or new product purchased with finance options over a 36 month duration. Not available in conjunction with any other offer. E-Gift card must be redeemed online and used in one single transaction only. UK based customers only.

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