Customer and website terms

Terms & Conditions

Last updated: 9 November 2026

These Terms & Conditions govern your use of the Melqoravianessa website and set out the general basis on which jewellery design, repair, restoration and related workshop services may be discussed and supplied. A separate written quotation or service agreement may contain additional details for a particular commission or repair.

1. Business details

The business identified on this website is Melqoravianessa Jewellery Ltd, with a business contact address at 38 Gillygate, York, North Yorkshire, YO31 7EQ, United Kingdom. Contact details are shown on the Contact page.

2. Website information

Descriptions, photographs and examples are provided to explain the types of work undertaken and the style of the workshop. They are illustrative and do not constitute a binding offer to supply a particular item or service. Natural gemstones, hand-finished surfaces and individually made pieces can show variations in colour, texture, dimensions and appearance.

We take reasonable care when preparing website content, but availability, service descriptions and workshop information may change. If a detail is important to your decision, ask us to confirm it in writing before committing to work.

3. Enquiries, assessments and quotations

An enquiry is a request for information and does not create a contract. A photograph or brief description may help us understand the item, but it may not reveal hidden damage, metal fatigue, previous soldering, loose settings or other conditions. An in-person inspection may therefore be required before a firm quotation can be provided.

Where a quotation is issued, it will describe the proposed work, materials where known, price, any deposit, estimated completion period and any relevant limitations. A quotation is valid for the period stated in it. If no period is stated, please ask us to reconfirm it before accepting. Work begins only after the scope, price and any required deposit have been agreed.

4. Bespoke commissions

Each bespoke commission is developed from an agreed brief. The design may be refined through sketches, drawings, material samples or other agreed review stages. You are responsible for checking the final specification, including ring size, dimensions, stone choice, metal colour, engraving text and other personal details, before approving production.

Because a bespoke item is made to an individual specification, the statutory cancellation rules that apply to standard goods may differ. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods made to a consumer’s specifications or clearly personalised may fall within an exception to the usual 14-day cancellation right for distance contracts. We will explain any applicable exception before the order is confirmed. Your other statutory rights remain unaffected.

5. Jewellery repairs and restoration

Before repair work starts, we assess the item and explain the proposed method. The assessment may cover the metal, thickness, solder joints, setting, stone security, clasp or chain condition, hallmarks and evidence of earlier work. We will identify visible limitations and any risks that can reasonably be identified at the time.

Some weaknesses or damage may be concealed within a setting, beneath a stone or inside a previous repair. If an unexpected condition is found during the work, we will pause where reasonably possible, explain the issue and seek approval for any revised scope or cost. No additional chargeable work should be undertaken without agreement, except where immediate action is reasonably necessary to prevent further damage and we have been unable to contact you.

For antique or fragile pieces, the available repair may be limited by the condition of the original metal and construction. We will explain when a proposed intervention could alter an original surface, finish, hallmark, engraving or period feature.

6. Customer-supplied jewellery, stones and materials

You must tell us about known damage, previous repairs, treatments, filled stones, loose components or other relevant history. If you supply metal, stones or other materials, you confirm that you own them or are authorised to instruct us to work on them. We may decline material that cannot be safely identified, handled or incorporated.

Natural gemstones can contain inclusions and may vary from photographs or grading descriptions. Some stones are sensitive to heat, pressure, vibration, chemicals or particular cleaning methods. The proposed process will take account of information reasonably available to us, but unknown treatments or pre-existing weaknesses may affect the work. We will discuss material risks that become apparent during assessment.

7. Hallmarking and descriptions of precious metals

Where required by the Hallmarking Act 1973 and associated UK hallmarking rules, articles made from precious metals will be submitted to an authorised assay office for hallmarking before supply. The legal requirements and exemptions depend on the metal, weight and type of article. Any hallmark, metal description or supplier documentation will be described as accurately as the available evidence permits.

8. Prices, deposits and payment

Prices are confirmed in the written quotation. A deposit may be required to secure materials, stones or workshop time; the amount and payment date will be stated before acceptance. The balance is payable at the stage set out in the quotation, normally before collection or delivery. Any additional work or material requirement must be agreed before it is charged.

Unless expressly stated otherwise, prices are quoted in pounds sterling. Applicable taxes or delivery charges will be identified where relevant. Payment records are retained as required for accounting and legal purposes.

9. Completion, collection and delivery

Estimated completion dates are provided in good faith and may be affected by material availability, specialist processes, assay office timing, the condition of the item or circumstances outside reasonable control. If a material delay becomes apparent, we will provide an update and discuss a revised collection date.

Collection arrangements will be agreed when the work is ready. Please check the item at collection and raise any immediate concern so that it can be recorded. If delivery is agreed, the method, cost and responsibility for transit will be confirmed in writing before dispatch.

10. Cancellation and changes

If you wish to cancel or change an instruction, contact us as soon as possible. Before work or material commitments begin, we will explain any amount properly due. Where work has started or materials have been specially ordered, charges may reflect work completed and non-recoverable costs, subject to applicable consumer law.

For distance or off-premises contracts, statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may apply. The right and any exception depend on the nature of the contract and the information provided before it was made. Nothing in these Terms removes a cancellation right that the law gives you.

11. Consumer rights and service standards

Where you are a consumer, the Consumer Rights Act 2015 applies to relevant goods and services. Services must be performed with reasonable care and skill. Goods supplied must meet the statutory requirements, including being as described and of satisfactory quality, subject to the circumstances recognised by law. These Terms do not exclude or restrict rights or remedies that cannot legally be excluded or restricted.

12. Care after collection

Jewellery can be affected by impact, abrasion, repeated flexing, exposure to household chemicals, changes in temperature and everyday wear. Follow any care guidance supplied with the item. Store pieces separately where practical, avoid pulling or twisting chains, and arrange an inspection if a stone, clasp or joint appears loose. A periodic check is particularly useful for frequently worn rings and pieces with raised settings.

13. Intellectual property

Unless otherwise agreed in writing, the website text, photographs, graphic elements, workshop drawings and design materials remain the intellectual property of their respective rights holders. You may view and print pages for personal reference, but must not reproduce, publish, distribute or commercially use website material without permission.

Design work prepared for a commission is used for the purpose agreed with you. Ownership or licensing of a bespoke design, drawing or production file can be addressed separately in the written commission agreement where necessary.

14. Website use and availability

You must use the website lawfully and must not attempt to disrupt its operation, gain unauthorised access, introduce malicious code or interfere with another visitor’s use. We may update, suspend or withdraw website content where necessary for maintenance, security or operational reasons.

15. Liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any consumer rights that cannot be excluded by law. Subject to that, we are responsible for loss that is a foreseeable result of a breach of contract or failure to use reasonable care and skill. We are not responsible for loss that is not reasonably foreseeable or for loss caused by information or materials supplied by you that are inaccurate or unsuitable, where the law permits that allocation of responsibility.

16. Events outside reasonable control

We are not responsible for delay caused by events beyond reasonable control, such as severe weather, transport disruption, supplier interruption, fire, public emergency or failure of essential utilities. We will take reasonable steps to reduce the effect and keep you informed. This section does not remove any statutory right to a refund or other remedy.

17. Complaints and dispute resolution

If you are dissatisfied with a service or item, contact us with the relevant quotation, collection details and a description of the concern. We will review the matter and explain the available next steps. You may also use any applicable statutory remedies or independent dispute-resolution route available to you. Nothing in this section prevents you from bringing a claim before a court with appropriate jurisdiction.

18. Governing law

These Terms are governed by the law of England and Wales. If you are a consumer resident elsewhere in the United Kingdom, mandatory protections available under the law of your place of residence remain unaffected. Any dispute will be dealt with by a court that has jurisdiction under the applicable rules.

19. Changes to these Terms

We may revise these Terms to reflect changes in the website, workshop services or applicable law. The updated version will be published on this page with a revised date. The version supplied or agreed with you for a specific commission or repair will continue to govern that instruction unless a change is expressly agreed.

20. Contact

Questions about these Terms or a particular quotation can be directed to the workshop using the contact details on the Contact page.