Refund policy
Last updated: 15th November 2025.
We design Whisper Ten pieces to last and take quality control seriously.
This policy sets out when and how returns are accepted, and how refunds are handled.
This policy does not affect any rights you may have under UK consumer law.
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1. Change-of-Mind Returns
Because our pendants are worn close to the body and considered a personal-use item, we can only accept change-of-mind returns where:
• You contact us within 14 days of receiving your order; and
• The item is unused, unworn and in resaleable condition; and
• All original packaging, including the box, cards and inserts, is returned intact.
To request a return, email support@whisperten.com with your order number and reason for return. Returns must be approved before sending anything back.
• Return shipping costs for change-of-mind returns are the responsibility of the customer.
• We recommend using a tracked service. We are not responsible for returns lost in transit.
Once we receive and inspect the returned item, we will:
• Approve a refund to your original payment method (minus any original shipping costs), or
• Decline the return if the item is used, damaged or not in its original condition. In this case, we may return the item to you at your expense.
We do not currently offer exchanges as standard. If you would like a different item, please place a new order once your refund is processed.
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2. Faulty or Damaged Items
If your item arrives damaged or appears to have a manufacturing fault:
1. Contact us at support@whisperten.com within 30 days of delivery.
2. Include your order number, a brief description of the issue, and clear photos or video showing the problem.
We may ask for further information so we can assess the issue.
Where a product is confirmed to be faulty or damaged on arrival, we will, at our discretion and in line with consumer law:
• Offer a replacement at no additional cost; or
• Offer a repair (where appropriate); or
• Offer a refund to your original payment method.
We may ask you to return the faulty item. In this case, we will provide instructions and cover reasonable return shipping costs.
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3. Wear & Tear, Misuse and Allergies
Our pendants are precision-milled from metal and designed for daily use, but they are not indestructible.
We cannot accept returns or provide refunds for:
• Normal wear and tear (including minor scratches, marks or discoloration over time)
• Damage caused by drops, impact, bending, exposure to harsh chemicals or improper cleaning
• Allergic reactions or sensitivity to metal (including nickel), as reactions vary by individual
If you are unsure whether our products are suitable for you, please contact us before purchasing.
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4. Order Cancellations
If you need to cancel your order:
• Contact us as soon as possible at support@whisperten.com with your order number.
• If your order has not yet been dispatched, we will cancel and refund in full.
• If your order has already shipped, it will be treated as a return under the terms above.
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5. Refund Processing Times
Once a refund is approved:
• We aim to process it within 5 working days.
• Your bank or payment provider may take additional time to show the funds in your account (typically 3–10 working days).
We will notify you by email when your refund has been processed on our side.
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6. How to Contact Us
For any questions about returns, exchanges or refunds, contact:
support@whisperten.com
Please include your order number to help us respond quickly.