Pruden and Smith Terms of Service

These terms govern your use of www.prudenandsmith.com and your purchases from Pruden and Smith, whether made online, by phone, or in our Ditchling showroom. By using our website or placing an order, you agree to these terms. They don’t affect your statutory rights as a consumer.

Last updated: 5 June 2026

Who we are

Pruden & Smith
2 South Street, Ditchling, East Sussex BN6 8UQ, United Kingdom
hello@prudenandsmith.com · +44 (0)1273 846338

Our jewellery

Every piece we sell is handmade in our Sussex workshop. That’s the point of it — and it means individual pieces may vary very slightly from the photographs on our website. Gemstones are natural (or lab-grown, where stated) and each is unique; colours can also display differently from screen to screen. Product images are illustrative of the piece you’ll receive, and we take care to describe materials, hallmarks, carat weights and dimensions accurately.

Orders

When you place an order you’ll receive an order confirmation email — this acknowledges your order, and a contract is formed when we dispatch your item (or notify you it’s ready to collect). We may decline or cancel an order before that point — for example where an item is unavailable, where there’s an obvious pricing error, or where we suspect fraud — and if so we’ll refund anything you’ve paid in full.

Prices and payment

Prices on our UK website include VAT at 20%. If you’re ordering from outside the UK, prices are shown excluding UK VAT. International orders may be subject to import duties, customs fees and local taxes charged by your country — these are set by your local customs authority, are your responsibility, and are usually collected by the courier before or on delivery. See our Delivery, Returns & Taxes page for details. We accept payment through our secure payment providers; we never see or store your full card details. If we discover a genuine pricing error on an item you’ve ordered, we’ll contact you to confirm whether you’d like to proceed at the correct price or cancel for a full refund.

Bespoke commissions and made-to-order items

Bespoke commissions, customised pieces, and jewellery made using your own materials (including our remodelling and “recycle your old jewellery” services) are made uniquely for you. Because of that, they are non-returnable — but we guarantee to keep adjusting your piece until you are completely happy with it. Where a design is agreed in advance, we’ll work to that agreed specification; any significant changes after work has begun may affect price and timing, which we’ll always discuss with you first.

Delivery and collection

Delivery options, timescales and charges are set out on our Delivery, Returns & Taxes page. All deliveries are sent by tracked, insured services. Responsibility for the item passes to you on delivery (or collection). If you choose in-store collection, we’ll email you when your piece is ready.

Returns and refunds

Our full returns policy, including timescales for each type of purchase, is on our Delivery, Returns & Taxes page. In summary: engagement rings purchased as seen carry an extended returns period; other stock jewellery may be returned within 28 days in its original, unworn condition and packaging; and bespoke, customised, modified and sale items are non-returnable. None of this limits your statutory rights — if an item is faulty, misdescribed or not fit for purpose, you have remedies under the Consumer Rights Act 2015 regardless of our returns policy.

Guarantee and aftercare

Our jewellery is covered by the guarantees set out on our Guarantee page, including lifetime care for engagement rings purchased as seen and metal-based guarantees for other pieces, plus free re-polishing for life. Guarantees cover manufacturing faults rather than accidental damage or normal wear, and repairs by another jeweller will void them. Again, these guarantees are in addition to your statutory rights, not a replacement for them.

Using our website

You agree to use our website lawfully and in line with our Acceptable Use Policy — in short: don’t attempt to interfere with the site’s operation or security, don’t misuse our forms or reviews, and don’t infringe anyone’s rights.

Reviews and content you send us

If you post a review or send us content (such as photographs of your jewellery), you keep ownership of it, but you grant us a non-exclusive, royalty-free licence to use it in connection with our business — for example, displaying your review on a product page. Reviews must reflect your genuine experience and must not contain unlawful, defamatory or offensive material; we may decline to publish or may remove content that breaches this.

Our intellectual property

Our designs, photography, text and branding belong to Pruden and Smith (or our licensors). You’re welcome to view and share links to our content, but you may not copy, reproduce or commercially exploit it without our written permission.

Our liability

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be excluded — including your statutory rights as a consumer. We are not responsible for losses that are not a foreseeable result of our breaking these terms, or for business losses, as our products are supplied for private use. Our website is provided “as is” and we don’t guarantee it will always be available or error-free.

Privacy

How we handle your personal information is explained in our Privacy Policy and Cookie Policy.

General

We may update these terms from time to time — the version published here at the time of your order is the one that applies to it. If any part of these terms is found to be unenforceable, the rest still stands. These terms are governed by the laws of England and Wales, and any disputes will be dealt with by the courts of England and Wales — though if you live in Scotland or Northern Ireland you may bring proceedings in your local courts.

Contact

Questions about these terms or your order? Email hello@prudenandsmith.com or call +44 (0)1273 846338.