What happens if you don’t love the design

The best time to raise concerns: before production starts

The single most important thing to understand is timing. Changes are dramatically easier, cheaper, and less stressful to make before a ring goes into production than after ⁽¹⁾.

Here is roughly what changes cost at each stage:

1. Early sketches – Usually nothing; changes at this stage are part of the process.
2. After CAD approval – A small additional charge in some cases.
3. After production has started – Potentially significant; metal and labour are already committed.
4. After the ring is finished – The most costly point; changes may require remaking elements entirely.

This is why the design approval stages covered in earlier lessons matter so much. If a CAD render does not look right, that is the moment to say so – not after casting.

If you have concerns after delivery: start with your jeweller

If the finished ring does not feel quite right, the first step is always to go back to the jeweller who made it. Most reputable jewellers want clients to be happy and will try to find a workable solution ⁽²⁾. Common fixes include:

• Resizing – if the ring does not fit, most gold and platinum rings can be adjusted by up to two sizes
• Finish adjustment – if the surface sheen is not what you expected, re-polishing or rematting the metal is usually straightforward
• Minor structural changes – adjusting a claw height, thinning a band slightly, or modifying a small detail is often possible
• Stone exchange – if the stone does not look as expected, some jewellers will exchange it, particularly if it was not viewed in person before setting

What can and cannot be changed after making

Not everything can be altered. Here is a quick guide:

Usually possible to change after making:

• Ring size (within about two sizes on plain or lightly decorated shanks)
• Surface finish – polished, matte, or satin
• Minor claw or prong adjustments
• Adding milgrain or simple engraving in some cases

Very difficult or impossible to change:

• The overall design or setting style – this typically requires remaking
• Stone shape – a round stone cannot become an oval after setting
• Full eternity bands – stones running all the way round make resizing very difficult
• Heavily patterned or engraved shanks – cutting and rejoining damages the design

If a major change is needed, the jeweller may discuss remaking elements of the ring or, in some cases, starting again with the stone reused in a new setting ⁽³⁾.

Your legal rights: what the Consumer Rights Act 2015 says

A common misunderstanding is that custom-made goods carry no consumer protection. This is not correct ⁽⁴⁾.

Under the Consumer Rights Act 2015, all goods – including custom-made jewellery – must be:

• Of satisfactory quality – not faulty or poorly finished
• As described – matching what was agreed at the time of purchase
• Fit for purpose – suitable for everyday wear as a ring

If the ring fails on any of these points – for example, if it is badly finished, a stone falls out quickly due to poor setting, or the metal is not what was agreed – you have legal recourse ⁽⁵⁾:

• Within 30 days: the right to reject the goods and request a full refund
• Between 30 days and 6 months: the trader gets one opportunity to repair or replace; if that fails, you can claim a refund

Important distinction: these rights apply when something is genuinely wrong with the ring. They do not apply simply because you changed your mind or prefer a different style ⁽⁴⁾. A change of preference is not a legal fault.

What your rights do not cover

If the ring was made exactly as agreed – matching the approved CAD, using the right metal and stone – but you have simply decided you would prefer something different, you do not have an automatic legal right to a refund or exchange ⁽⁶⁾. This is why:

• Approving a CAD render carefully before production is so important
• Any changes you request should be confirmed in writing
• Written quotes and agreed specifications protect both you and the jeweller

When to escalate

If a jeweller is unresponsive or refuses to address a genuine fault, you have options beyond going back to them directly:

• NAJ mediation – if the jeweller is an NAJ member, the NAJ offers a mediation service
• Alternative Dispute Resolution (ADR) – an impartial third party helps reach a resolution without going to court
• Citizens Advice or Trading Standards – for more serious disputes involving potential breaches of consumer law ⁽⁵⁾