TERMS AND CONDITIONS OF ONLINE SUPPLY OF GOODS BY BANKS LYON JEWELLERS LTD.
These terms and conditions, together with the documents referred to in them, set out the terms on which Banks Lyon Jewellers Ltd supplies products (“Products”) listed on www.bankslyon.co.uk (“Our Site”) to consumers. Please read these terms carefully before placing an order. By placing an order through Our Site, you agree to be bound by these terms and conditions.
www.bankslyon.co.uk is operated by Banks Lyon Jewellers Ltd (“We”, “Us” or “Our”). We are registered in England and Wales under company number 04430605 and our registered office is at 36-44 Church Street, Lancaster, LA1 1LH. Our VAT number is 416592640.
By placing an order through Our Site, you confirm that you are legally capable of entering into a binding contract and that you are at least 18 years old.
After placing an order, you will receive an email from Us acknowledging that We have received your order. This acknowledgement does not constitute acceptance of your order. Your order constitutes an offer to Us to purchase a Product.
All orders are subject to availability and acceptance by Us. Unless otherwise stated for a Product made to your specifications, We accept your order when We send you an email confirming that the Product has been dispatched (the “Dispatch Confirmation”). The contract between Us (“Contract”) is formed when We send the Dispatch Confirmation.
If you order a Product that is made to your specifications or clearly personalised, We may accept your order before dispatch by confirming in writing that We are willing and able to make the Product to the agreed specification and price. In that case, the Contract will be formed when We send that confirmation.
The Contract will relate only to those Products whose acceptance We have confirmed. If your order contains more than one Product and they are accepted or dispatched separately, a separate Contract may be formed for each Product as it is accepted.
Contracts for the purchase of Products through Our Site are governed by English law. If you are a consumer resident elsewhere in the United Kingdom, you will also benefit from any mandatory protections provided by the law of the part of the United Kingdom in which you live.
Any dispute arising from or relating to a Contract will be subject to the non-exclusive jurisdiction of the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts of the part of the United Kingdom in which you live.
Banks Lyon Jewellers Limited is authorised and regulated by the Financial Conduct Authority and acts as a credit broker and not a lender. Our firm reference number is 713963. Banks Lyon Jewellers Limited offers credit products from Secure Trust Bank PLC trading as V12 Retail Finance. Credit is provided subject to affordability, age and status. Minimum spend and other eligibility criteria may apply.
Available payment methods may include:
We may carry out appropriate payment, fraud prevention and identity verification checks before accepting or dispatching an order.
ONLINE AND DISTANCE PURCHASES: YOUR RIGHT TO CANCEL
If you are a consumer and purchase Products from Us online, by email, over the telephone or by another distance-selling method, you will normally have a legal right to change your mind and cancel the Contract without giving a reason.
For most Products, the cancellation period expires 14 days after the day on which you, or a person nominated by you other than the carrier, receives the Product. Where an order consists of multiple Products delivered separately, the cancellation period normally expires 14 days after receipt of the last Product.
To exercise your right to cancel, you must inform Us of your decision before the cancellation period expires. You may do this by email, post or another clear statement communicating your decision to cancel. You do not need to use any particular form of words.
Once you have notified Us that you are cancelling, you must return the Products to Us without undue delay and no later than 14 days after the day on which you informed Us of your decision to cancel.
If you validly cancel a distance Contract, We will reimburse the payments received from you for the cancelled Products.
We do not normally charge for standard UK delivery. Where you have paid a delivery charge, and the law requires that charge to be refunded following cancellation, We will also reimburse the cost of Our least expensive standard delivery option. If you selected a more expensive delivery service, We are not required to refund the additional cost above Our standard delivery charge.
We will make the reimbursement without undue delay and, in the case of returned goods, normally no later than 14 days after the earliest of the day on which We receive the Products back or the day on which you provide evidence that you have returned them. If no Products were supplied, the reimbursement will normally be made no later than 14 days after the day on which We are informed of your decision to cancel.
Unless expressly agreed otherwise, refunds will be made using the same means of payment you used for the original transaction. You will not be charged a fee for receiving a statutory refund.
You may handle a Product to the extent reasonably necessary to establish its nature, characteristics and functioning, in broadly the same way as you would be able to examine it in a shop.
You are responsible for taking reasonable care of Products while they are in your possession. If your handling of a Product goes beyond what is reasonably necessary to establish its nature, characteristics and functioning and causes a reduction in its value, We may be entitled to make an appropriate deduction from the refund to reflect that diminished value.
Where possible, Products should be returned with their original box, packaging, documentation, accessories and other items supplied with them. Returning these items helps Us process your return and may be relevant when assessing whether the Product's value has been diminished.
Products that We specially source, order, manufacture, alter or personalise at your request may be subject to Our separate Special Order Agreement, which will be provided to you where applicable before you place your order.
Where a Product is made to your specifications or is clearly personalised, including certain engraved, altered or individually customised items, the statutory right to cancel a distance Contract may not apply.
For Products specially sourced or ordered for you which are not made to your specifications or clearly personalised, any statutory cancellation rights that apply to your purchase remain unaffected.
Nothing in Our Special Order Agreement or these terms affects your statutory rights where goods are faulty, not as described or otherwise fail to conform to the Contract.
Unless We have agreed otherwise, you are responsible for the direct cost of returning Products where you exercise a statutory change-of-mind cancellation right.
Products should be returned using a delivery method appropriate to their size, nature and value and should be securely packaged to protect them during transit. We strongly recommend using a tracked and adequately insured service. For high-value items, Royal Mail Special Delivery or another suitable insured service may be appropriate.
This provision does not apply where a Product is faulty, not as described or otherwise fails to conform to the Contract and We are legally responsible for the cost of return.
There is no general statutory right to return an item bought in store simply because you have changed your mind. However, in addition to your statutory rights, We offer the following goodwill policy for eligible in-store purchases.
If you change your mind about an eligible in-store purchase, or have purchased an unwanted gift, you may return it within 7 days with the original receipt, provided that it is in new and unworn condition and is returned with its original brand packaging, paperwork and accessories. Subject to the exclusions applicable to Our goodwill policy, We will offer an exchange or credit note.
Products that are subject to Our separate Special Order Agreement, or which have been made to your specifications, personalised, engraved, altered, resized or otherwise customised, may be excluded from Our voluntary in-store change-of-mind returns policy in accordance with the terms agreed with you at the time of purchase.
Our goodwill returns policy is separate from and does not limit your statutory rights where goods are faulty, not as described or otherwise fail to conform to the Contract.
Under the Consumer Rights Act 2015, goods supplied by Us must be of satisfactory quality, fit for any particular purpose made known to Us and match their description.
Satisfactory quality - Goods should meet the standard that a reasonable person would consider satisfactory, taking account of matters including their description, price and other relevant circumstances. The age, condition and description of a pre-owned Product may be relevant when assessing satisfactory quality.
Fit for purpose - Goods must be reasonably fit for their normal purpose and for any particular purpose that you made known to Us before purchase where the law requires this.
As described - Goods must match the description, model or sample provided as part of the Contract.
If goods do not conform to the Contract, you may have a statutory short-term right to reject them and receive a refund. For most goods this right lasts for 30 days, subject to the rules in the Consumer Rights Act 2015 concerning when that period begins and any circumstances in which it may be paused or extended.
If you validly exercise the short-term right to reject, We will provide the remedy required by law and will bear reasonable and necessary costs associated with returning the faulty goods to Us.
Your statutory rights do not end after 30 days and are not replaced by a manufacturer's warranty.
Where goods fail to conform to the Contract after the short-term right to reject has expired, you may be entitled to require a repair or replacement in accordance with the Consumer Rights Act 2015. A repair or replacement must be carried out within a reasonable time and without significant inconvenience to you, and We will bear the necessary costs where required by law.
Where the statutory conditions are satisfied, including where a repair or replacement is unsuccessful, impossible or otherwise gives rise to the remedies provided by law, you may have a right to an appropriate price reduction or a final right to reject the goods.
Manufacturer warranties and the Banks Lyon Warranty described below are provided in addition to your statutory rights and do not replace, restrict or exclude those rights.
If you wish to cancel an order before it has been dispatched, please contact Us as soon as possible. If We are able to stop the order before dispatch, We will process the cancellation and any refund due.
If the Product has already been dispatched, your cancellation and return will be dealt with in accordance with the applicable statutory cancellation rights and this Returns and Cancellations Policy.
Returns and correspondence should be directed to: Personal Shopping Service, Banks Lyon Jewellers, 36-44 Church Street, Lancaster, LA1 1LH.
You can also contact Us by email at [email protected].
Nothing in this Returns and Cancellations Policy affects your statutory rights.
We take the financial security and personal information of Our customers seriously and use appropriate measures to help protect customers and transactions against fraud and unauthorised activity.
For online, email, telephone and other remote transactions, We may apply payment verification, fraud prevention and identity verification procedures before accepting payment, dispatching Products or permitting collection.
For security reasons, delivery of Products paid for by debit or credit card may be restricted to an address that We are able to verify in connection with the cardholder or transaction. Any applicable delivery restrictions will be communicated during the ordering process.
In some circumstances, Products paid for remotely may not be available for collection in store until We have completed appropriate identity and payment verification checks.
For higher-value transactions, or where Our fraud prevention procedures identify a need for further verification, We may ask you to provide additional information or complete an identity verification check. Any personal information collected for this purpose will be handled in accordance with Our Privacy Policy.
We may apply restrictions to payment cards issued or registered outside the United Kingdom where Our payment or verification providers cannot adequately verify the transaction. Where card payment is unavailable, We may offer an alternative payment method such as bank transfer.
Where payment is made by bank transfer or another payment method requiring cleared funds, Products will not normally be released for dispatch until We have confirmed receipt of cleared funds.
We reserve the right to refuse or cancel a transaction where reasonably necessary for fraud prevention, security, legal or regulatory compliance, or where We are otherwise entitled to do so under these terms or applicable law. We may not always be able to disclose the detailed reasons for a security-related decision.
Banks Lyon Jewellers Ltd is the controller of personal information processed for the purposes described in this Privacy Policy. We are registered in England and Wales under company number 04430605 and Our registered office is at 36-44 Church Street, Lancaster, LA1 1LH.
If you have a question about how We use your personal information, wish to exercise a data protection right or wish to make a data protection complaint, you can contact Us at [email protected] or write to Banks Lyon Jewellers, 36-44 Church Street, Lancaster, LA1 1LH.
Depending on your relationship and interactions with Us, We may collect and process personal information including your name, billing and delivery address, telephone number, email address, account details, order and transaction history, correspondence, preferences and wishlist information.
Where necessary for payment security, fraud prevention, identity verification, finance applications or compliance with legal and regulatory obligations, We may also process information such as your date of birth, payment-related information, identification information and documents, proof of address and other information necessary to complete relevant checks.
Payment card information may be processed by Us and/or Our payment service providers for the purpose of processing and securing transactions. We do not retain complete payment card information for longer than is necessary or permitted under Our payment processing arrangements and applicable security requirements.
Where you apply for finance, additional information may be collected directly by Us or by the relevant finance provider to assess eligibility, affordability and status. The finance provider's own privacy information may also apply to its processing of your personal information.
We process personal information only where We have an appropriate lawful basis under applicable data protection law.
We may process your personal information where it is necessary to take steps at your request before entering into a contract or to perform a contract with you. This includes processing orders, taking payment, arranging delivery, providing customer service, managing returns, maintaining purchase records and administering warranties.
We may process personal information where necessary to comply with a legal or regulatory obligation. This may include accounting and tax requirements, responding to lawful requests, complying with consumer protection requirements, carrying out applicable anti-money laundering or financial crime checks and meeting obligations connected with Our regulated activities.
We may process personal information where necessary for Our legitimate interests or those of a third party, provided those interests are not overridden by your rights and interests. These interests may include preventing fraud, protecting Our customers and business, maintaining transaction and warranty records, improving Our services, managing customer relationships, establishing or defending legal claims and, where permitted by law, communicating with customers about relevant products and services.
Where consent is required for a particular activity, including certain forms of electronic direct marketing, We will rely on your consent. You can withdraw your consent at any time without affecting the lawfulness of processing carried out before withdrawal.
Where permitted by law, We may use your contact details to send you information about Banks Lyon products, services, events and offers that We think may be relevant to you.
You can opt out of direct marketing at any time by using the unsubscribe facility included in Our electronic marketing communications or by contacting Us.
You have the right to object at any time to the use of your personal information for direct marketing. If you object, We will stop using your personal information for that purpose.
We do not sell your personal information to third parties.
We may share personal information with organisations that help Us operate Our business and fulfil Our obligations to you. Depending on the circumstances, these may include payment processors, banks, delivery and logistics providers, IT and website service providers, customer relationship and communications providers, professional advisers, identity verification and fraud prevention providers, manufacturers and authorised service centres, and marketing fulfilment providers acting on Our behalf.
If you apply for finance, We may share information with the relevant finance provider or other parties involved in processing the finance application.
We may also disclose information where required by law, regulation, court order or a competent authority, or where reasonably necessary to prevent or investigate fraud, protect Our legal rights or establish, exercise or defend legal claims.
Where We appoint another organisation to process personal information on Our behalf, We require appropriate contractual and security protections in accordance with applicable data protection law.
Some of the service providers We use may process personal information outside the United Kingdom. Where personal information is transferred internationally, We will ensure that the transfer is made in accordance with applicable UK data protection law and that an appropriate mechanism or safeguard is used where required.
We retain personal information only for as long as reasonably necessary for the purpose for which it was collected and to meet any legal, accounting, regulatory, warranty, fraud prevention, dispute resolution or other legitimate record-keeping requirements.
The appropriate retention period depends on the type of information and the reason We process it. In determining retention periods, We take into account the duration of Our relationship with you, applicable limitation periods, manufacturer and warranty requirements, legal and regulatory obligations and the sensitivity and volume of the information concerned.
Where personal information is no longer required, We will delete, anonymise or otherwise dispose of it securely in accordance with Our applicable retention procedures.
Depending on the circumstances and the lawful basis on which We process your information, you may have rights to request access to your personal information, have inaccurate information corrected, request erasure of information, request restriction of processing, object to processing and receive certain information in a portable format.
Where processing is based on consent, you may withdraw that consent at any time. Where We process your personal information for direct marketing, you have an absolute right to object to that processing.
These rights are subject to the conditions and exemptions provided by data protection law. We may need to verify your identity before acting on a request.
To exercise a data protection right, please contact Us at [email protected] or write to Banks Lyon Jewellers, 36-44 Church Street, Lancaster, LA1 1LH.
If you believe that We have used your personal information in a way that does not comply with data protection law, you can make a data protection complaint directly to Us using the contact details above.
We will acknowledge a data protection complaint within 30 days of receiving it, unless We provide a substantive outcome within that period. We will take appropriate steps to investigate the complaint, make appropriate enquiries, keep you informed where necessary and communicate the outcome without undue delay.
You also have the right to complain to the Information Commissioner's Office (“ICO”), the UK's data protection regulator. You do not have to complete Our internal complaints process before contacting the ICO.
Further information about your data protection rights and how to make a complaint is available at www.ico.org.uk.
We use appropriate technical and organisational measures designed to protect personal information against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access.
Payment card processing is handled in accordance with the security requirements applicable to Our payment arrangements, including relevant Payment Card Industry Data Security Standard requirements where applicable.
We may update this Privacy Policy from time to time to reflect changes to Our processing activities, services or legal and regulatory obligations. The current version will be published on Our Site.
When you place an order through Our Site, We will send you an email acknowledging receipt of your order. This acknowledgement does not constitute acceptance of your order.
All orders are subject to availability and acceptance by Us. Unless different acceptance arrangements apply to a Product made to your specifications or clearly personalised, Our Contract with you is formed when We send you the Dispatch Confirmation confirming that the Product has been dispatched.
Before you place an online order, We will provide the information required by applicable consumer law, including information about the Product, price, any applicable delivery charges, payment arrangements and, where applicable, your cancellation rights.
We offer delivery for Products ordered online and through other remote ordering methods. Products will be appropriately packaged and sent using a carrier and service suitable for the nature and value of the item.
Standard UK delivery is normally provided free of charge. Where a delivery charge applies, or where you select an optional enhanced or alternative delivery service for which a charge is payable, the applicable charge will be shown at or before the time you place your order.
For delivery within the United Kingdom, We typically use an insured, tracked and signature-required service where appropriate to the value and nature of the Product.
For international shipments, estimated delivery times depend on the country of destination, customs procedures and the delivery service used. Where We offer international delivery, We will provide the relevant delivery information during the ordering process.
Tracking information will be provided where available or can be requested from Us.
Where reasonably possible, We will work with you to arrange a suitable delivery date or other available delivery arrangement. Security restrictions may apply to the address to which We can dispatch high-value Products or Products paid for by debit or credit card.
Any delivery dates or times stated are estimates unless We expressly agree otherwise. Your statutory rights relating to delivery are not affected.
New branded Products are normally supplied with the applicable manufacturer's warranty. The duration and terms of a manufacturer's warranty vary by manufacturer and Product.
A manufacturer's warranty may provide remedies if a qualifying fault develops during the warranty period, subject to the manufacturer's applicable terms and exclusions. Manufacturer warranties will not normally cover accidental damage, misuse or normal wear and tear unless the relevant manufacturer's warranty expressly provides otherwise.
Products purchased using a finance agreement remain eligible for the applicable manufacturer's warranty on the same basis as other qualifying Products.
Manufacturer warranties are provided in addition to your statutory rights against Us as the retailer. They do not replace, restrict or exclude any rights you have under the Consumer Rights Act 2015 or other applicable consumer law.
The Banks Lyon Warranty or Banks Lyon Guarantee applies to qualifying pre-owned jewellery and watches where expressly offered at the time of sale.
The duration of the warranty is specific to the Product purchased and will be stated in the Product description or otherwise communicated to you at or before the time of sale. This will normally be a period of either six or twelve months where stated.
Products purchased using a finance agreement also qualify for the Banks Lyon Warranty where the warranty is applicable to the Product.
Subject to the terms of the warranty, if a qualifying fault develops during the applicable warranty period, We will seek to repair the Product to an appropriate standard having regard to the condition in which it was originally described and sold.
The Banks Lyon Warranty does not cover accidental damage, misuse, unauthorised alteration or repair, or normal wear and tear unless We expressly agree otherwise.
If We determine that a satisfactory or proportionate repair cannot reasonably be carried out under the Banks Lyon Warranty, We may provide another remedy available under the terms of that warranty, such as replacement, exchange or credit.
The Banks Lyon Warranty is in addition to your statutory consumer rights and does not replace, restrict or exclude those rights. Where your statutory rights provide a different or greater remedy, those rights remain available to you.
Banks Lyon Jewellers has a Vulnerable Customer Policy designed to help ensure that the way in which We conduct Our business does not disadvantage customers whose circumstances may make them vulnerable.
We recognise that vulnerability can be temporary, permanent, situational or change over time. Where a customer's circumstances or needs require additional support, We will take reasonable and appropriate steps to help the customer understand Our products and services and engage with Us effectively.
Learn more about Our Vulnerable Customer Policy ➤
Banks Lyon Jewellers is committed to complying with applicable legal and regulatory requirements concerning anti-money laundering, counter-terrorist financing, fraud prevention and other financial crime controls relevant to Our business.
We maintain policies, procedures and controls designed to identify and manage relevant financial crime risks. Depending on the nature and value of a transaction and the circumstances involved, We may request information or documentation from customers to enable Us to complete appropriate checks.
Where required or permitted by law, We may carry out identity, source-of-funds or other appropriate verification checks and may use third-party service providers to assist with those checks.
We may delay, decline or cancel a transaction where reasonably necessary to comply with Our legal or regulatory obligations or financial crime controls. There may be circumstances in which the law prevents Us from explaining the reason for a particular action or from informing a customer that a report or enquiry has been made.
We provide appropriate training and guidance to relevant members of Our team to support compliance with Our legal and regulatory obligations.
At Banks Lyon Jewellers, We are committed to providing a high standard of customer service. If you are dissatisfied with a Product, service or any aspect of your dealings with Us, We encourage you to contact Us so that We can investigate your concerns and seek to resolve them fairly.
You can make a complaint by:
For general customer service complaints, We aim to acknowledge complaints promptly and, where possible, within 24 hours. We aim to resolve straightforward complaints within 14 days. If We cannot resolve your complaint within that period, We will keep you informed of progress as appropriate.
Different statutory or regulatory timescales may apply to particular types of complaint. Where a complaint concerns a regulated financial service or Our regulated credit-broking activity, We will handle it in accordance with the applicable Financial Conduct Authority complaint-handling requirements.
Where your complaint falls within the Financial Conduct Authority's complaint-handling rules, We will investigate it competently, diligently and impartially and assess it fairly and consistently.
Where the applicable FCA rules require it, We will send you a final response within eight weeks of receiving your complaint, or otherwise provide the response required under the applicable rules.
If you remain dissatisfied following Our final response and your complaint is eligible, you may be able to refer your complaint to the Financial Ombudsman Service free of charge.
You will normally need to refer an eligible complaint to the Financial Ombudsman Service within six months of the date of Our final response. Our final response will explain whether you are entitled to refer the complaint, provide the relevant time limit and give you the information required to contact the Financial Ombudsman Service.
Further information is available at www.financial-ombudsman.org.uk.
If your complaint concerns the way We have collected, used, stored, shared or otherwise handled your personal information, it will also be treated as a data protection complaint where applicable.
We provide a route for customers and other individuals to raise data protection complaints directly with Us. We will acknowledge a data protection complaint within 30 days of receiving it, unless We have provided a substantive outcome within that period, and will take appropriate steps to investigate it, keep you informed where necessary and communicate the outcome without undue delay.
You also have the right to complain to the Information Commissioner's Office about Our handling of your personal information. Further information is available at www.ico.org.uk.
We will process personal information received as part of a complaint for the purposes of investigating, administering and resolving the complaint, meeting Our legal and regulatory obligations and establishing, exercising or defending legal rights. Personal information will be handled in accordance with Our Privacy Policy and applicable data protection law.
We may update this Complaints Policy from time to time to reflect changes in Our procedures, services or legal and regulatory obligations. The current version will be published on this page.
Active Offers & Promotions.
Free Luxury Gift or E-Gift Card with each purchase of a new qualifying watch or jewellery purchase above £2,500. (Valid until August 31st, 2026*) - Not available on pre-owned or sale goods, or new products 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.
Coupon & gift voucher codes cannot be used in conjunction with finance. Available payment methods may differ.
* Credit is provided subject to affordability, age and status. Minimum spend applies. 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 and is the broker and not the lender.
