Terms of service

These Terms & Conditions apply only to purchases made through our online store at www.keanes.ie. They do not apply to purchases made in any Keanes Jewellers™ shop.

Please read these Terms carefully before you buy from our Site. If you are unsure about any part of them, or would like anything explained, please contact our Customer Service team using the details in clause 1.

Your statutory rights. When you buy Goods from us as a consumer, you have legal rights under Irish and EU law, including the Consumer Rights Act 2022 and the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013. These include the right to Goods that are of satisfactory quality, fit for purpose and as described, and a 14-day right to cancel most online purchases. Nothing in these Terms affects those rights. You can find out more from the Competition and Consumer Protection Commission (www.ccpc.ie) or Citizens Information (www.citizensinformation.ie).

1. Who we are and how to contact us

1.1 Who we are. Our online store at www.keanes.ie (the "Site") is operated by Keanes Jewellers, a company registered in Ireland. ("Keanes Jewellers", "we", "us" or "our").

1.2 How to contact us.

• Email: onlinesales@keanes.ie

• Telephone: +353 21 427 1256 - Customer Support opening hours: Monday to Friday, 9.00am to 5.30pm 

• Post: 93-95 Oliver Plunkett St, Centre, Cork, T12 D25W, Ireland

1.3 When these Terms apply. These Terms govern your purchase of Goods from our Site. "Goods" means the products listed in your Confirmation Email (see clause 2.3). "You", "your" and "Customer" mean the person buying Goods from the Site.

1.4 Other terms. Some Goods may have specific terms shown on their product page ("Specific Terms"), which also apply. Our Privacy Policy and Cookie Policy apply to your use of the Site. If a Specific Term conflicts with these Terms, the Specific Term applies to that product.

1.5 Language. These Terms are available in English only. We do not file a copy of each Contract, so we recommend you save or print these Terms and your Confirmation Email.  

1.6 Use of our Site. You may use our Site only for lawful purposes. You must not use it in any way that breaches any law or regulation, or that is fraudulent or has a fraudulent purpose. If you do, your right to use our Site ends immediately.

Keanes.ie and its contents together with any trade names used by Keanes Jewellers, are protected by intellectual property. Any use of our intellectual property may constitute an infringement of our rights and may be prosecuted.

2. Ordering Goods from the Site

2.1 How the Contract is formed.

1. You place an order by adding Goods to your shopping cart and completing the online checkout. Showing Goods on the Site is not an offer to sell them. By completing checkout, you are offering to buy the Goods on these Terms.

2. Once you place your order, we will email you to acknowledge that we have received it. This acknowledgement does not mean we have accepted your order.

2.2 If we cannot accept your order. If we cannot accept your order, we will email you to let you know and will refund you in full if payment has been taken. Reasons we may not be able to accept your order include

• the Goods are out of stock or no longer available;

• we cannot get authorisation for your payment;

• your order does not pass our fraud or security checks;

• there has been an error in the price or description of the Goods.

2.3 How we accept your order. Upon placing your order, our system will automatically issue you with an email confirming our receipt of your order. Please note that receipt of your order does not constitute acceptance or confirmation of the order. 

We’ll be in touch if there are any issues, for example, if an item is unavailable due to stock levels, if there is no issue with your order we will begin to process it, at which point a  legally binding contract between you and us (the "Contract") is formed. Goods in your order that are not listed in the Receipt of Order Email do not form part of the Contract. We reserve the right to decline any order, without giving a reason.

2.4 Checking your order. Please check your order carefully before you submit it, including ring sizes, engraving text and delivery details. You can correct any errors before you complete checkout.

2.5 Delivery area. We deliver to Ireland and Northern Ireland only, please reference our Shipping and Returns page for further information.

2.6 Goods may vary slightly from their pictures. Product images are for illustration. Every piece of jewellery is individual, and we take care to describe each one accurately. However:

• weights, sizes and measurements shown are as accurate as possible, but may vary slightly;

• colours, including metal tones and gemstones, may look different depending on your screen settings;

• images may be enlarged to show detail and may not reflect actual size; and

• packaging may differ from what is shown.

2.7 Sale and reduced items. Any Goods sold at a reduced price because of a minor imperfection will be clearly identified as such on the Site, together with a description of the imperfection.

3. If there is a problem with our Goods

3.1 How to tell us. If you have a question or a problem with any Goods, please contact us as soon as possible using the details in clause 1.2.

3.2 Your rights if Goods are faulty. Under the Consumer Rights Act 2022, Goods must be of satisfactory quality, fit for purpose and as described. If they are not, you are entitled to a remedy, which may be:

• a repair or replacement, free of charge and within a reasonable time;

• a full refund, if you reject the Goods within 30 days of delivery (the "short-term right to reject"); or

• if a repair or replacement is not possible, is not done within a reasonable time, or does not fix the problem.

3.3 Returning faulty Goods. We will arrange the return of faulty Goods at our cost, or refund your reasonable return costs. See clause 9 for how to return Goods.

3.4 What is not a fault. Our responsibility for faults does not cover:

• normal wear and tear, including scratches, knocks, gradually fading of gold-plating or dents from everyday wear;

• damage caused by accident, misuse, or failing to follow care instructions;

• loss of stones caused by impact or damage; or

• repairs, resizing or alterations carried out by anyone other than Keanes Jewellers.

3.5 Manufacturer guarantees. Some Goods, such as watches, come with a manufacturer's guarantee. This is in addition to, and does not affect, your statutory rights.

4. If you would like to make changes

If you want to change your order (for example, a ring size or engraving text), please contact us as soon as possible and before it is dispatched. We will tell you whether the change is possible and about any effect on the price or delivery date, and ask you to confirm before we go ahead. If we cannot make the change, or you do not accept its consequences, you may end the Contract under clause 7.

5. Price and payment

5.1 Where to find the price. The price of the Goods is the price shown on the Site when you place your order. Prices are in euro (€) and include VAT at the applicable rate. Delivery charges are shown separately at checkout (see clause 6).

5.2 Pricing errors. We take care to make sure our prices are correct. If we find an error in the price of Goods you have ordered, we will contact you before accepting your order. If the correct price is lower, we will charge the lower price. If it is higher, we will ask whether you want to go ahead at the correct price or cancel. If we have already accepted your order and the error was obvious and could reasonably have been recognised by you, we may end the Contract and refund you in full.

5.3 Changes in VAT. If the VAT rate changes between your order and delivery, we will adjust the VAT you pay, unless you have already paid in full before the change takes effect.

5.4 How and when you pay. We accept Visa, Mastercard, Maestro, Union Pay, Apple Pay, Google Pay and HUMM. Payment is taken at checkout, and always before the Goods are dispatched.

5.6 Payment security. Payments are processed by Shopify Payments using encrypted, secure systems. We do not store your full card details. Card payments are subject to authorisation and fraud checks, and we may contact you to verify your details before dispatching your order.

5.7 Gift cards and discount codes. Optional: Keanes Jewellers gift cards cannot be redeemed online. Discount codes cannot be exchanged for cash, cannot be combined unless stated, and may be withdrawn at any time. If you return Goods bought with a discount, the refund will be the amount you actually paid.

5.8 Ownership. All goods are the property of Keanes Jewellers until full payment has been received. 

6. Delivery

6.1 Delivery charges and times. Delivery charges are added at checkout. Estimated delivery times run from dispatch, not from the order date.

Free delivery is available on orders over €100 to Ireland and Northern Ireland.

6.2 Carrier. We deliver using An Post, fully insured and tracked. We will email you a tracking reference once your order is dispatched. A signature may be required on delivery.

6.3 Delivery date. Your estimated delivery date will be visible on the An Post website, access using the tracking number provided when your order has been fulfilled. Please allow 3–7 business days for your order to be dispatched. You will receive a confirmation email with your tracking link once it has shipped. Items that need sizing, engraving or ordering from a supplier may take longer, and we will tell you the expected timeframe. If something outside our control affects delivery, we will give you a revised estimate (see clause 12).

6.4 If no one is available. If no one is available to accept delivery, the carrier will follow its own missed-delivery procedure, usually leaving a card with instructions. Please contact us if you need to rearrange delivery.

6.5 If we do not deliver on time. If we have not delivered within 30 days of the Contract (or any later date agreed with you), you may end the Contract and receive a full refund for undelivered Goods.

6.6 Click and collect. You may choose to collect your order from our Cork, Limerick or Killarney stores. We will email you when it is ready. You will need to show your Confirmation Email and photo ID.

6.7 Ownership and risk. The Goods become your responsibility when they are delivered to you or a person you nominate. You own the Goods once we have received payment in full.

7. Your rights to end the Contract

7.1 You can always end your Contract with us. What happens depends on why you are ending it:

• If the Goods are faulty or misdescribed, see clause 3.

• If you are ending it because of something we have done or told you we will do, see clause 7.2.

• If you have simply changed your mind, see clauses 7.3 to 7.5.

• In any other case, please contact us to discuss your options.

7.2 Ending the Contract because of something we have done or are going to do. You may end the Contract immediately and receive a full refund if:

1. we tell you about an upcoming change to these Terms that you do not agree to;

2. we tell you about an error in the price or description of the Goods and you do not want to go ahead;

3. the Goods are no longer available, or there is a risk of significant delay because of events outside our control; or

4. you have a legal right to end the Contract because of something we have done wrong.

In cases 2 and 3, you may instead accept an equivalent alternative if we offer one.

7.3 Your right to change your mind (cooling-off period). For most Goods bought online, you have a legal right to cancel the Contract within 14 days of the day you (or someone you nominate) receive the Goods, without giving a reason. If your order arrives in several deliveries, the 14 days run from the day you receive the last item.

7.4 Our returns policy. If you are not entirely happy with your online purchase, you may return it to the Keanes Online Sales Department within 14 days of receiving it for a full refund, subject to clauses 7.5, 8 and 9. Online purchases cannot be returned in-store.

Gifts. If you received an item as a gift, the delivery docket acts as your gift receipt, and you may exchange the item for an alternative.

7.5 Non-returnable items. The following items cannot be returned for a refund or exchange:

• earrings, for hygiene reasons;

• gift cards;

• used or worn items;

• special order and made-to-order items, including engraved, bespoke and resized pieces;

• items altered after delivery; and

• items damaged after delivery.

This does not affect your rights if these Goods are faulty or not as described.

8. How to end the Contract and how we refund you

8.1 Tell us you want to return an item. Contact our Online Sales Department by email at onlinesales@keanes.ie or by phone on +353 21 427 1256, quoting your order number, to arrange your return. You must tell us within 14 days of receiving the item.

8.2 What we refund. We will refund the price you paid for the item and the cost of standard delivery to you. We do not refund your costs of returning the item, such as postage, insurance or courier charges, unless it is faulty or misdescribed.

8.3 Worn, altered or damaged items. Items that have been worn, altered or damaged after delivery will not be accepted for a refund or exchange. If we reasonably believe an item was worn or damaged after delivery, we cannot guarantee a full refund and may offer an alternative solution. We will assess every return fairly, and always aim to give you the best possible service.

8.4 When we refund you. We will inspect your returned item when it arrives and process your refund within 14 days of receiving it. We will contact you by phone or email to confirm once your refund has been paid.

8.5 How we refund you. Refunds are made to the card used to purchase the item. Where appropriate, we can offer an exchange instead.

9. Returning Goods

9.1 Arrange your return first. Contact us using the details in clause 8.1 before sending anything back.

9.2 When to return. If you cancel, you must send the Goods back without undue delay and no later than 14 days after the day you told us you were cancelling.

9.3 Condition of returned Goods. Items must be in the same condition as when you received them, in their original packaging, with all booklets, guarantees and certificates that came with them. Please include a copy of your proof of purchase.

9.4 How to send Goods back. Items must be returned by registered post to: Online Sales, Keanes Jewellers, 93-95 Oliver Plunkett Street, Cork, T12 D25W. Returns must be fully insured by you at your own expense, and remain your responsibility until we receive them. If you reuse the original shipping box, remove or cover the original delivery label and make sure the box is properly sealed.

9.5 Who pays for the return. You pay the cost of returning the item, including postage and insurance, unless it is faulty.

9.6 Orders already dispatched. We aim to dispatch orders quickly, so we may not be able to stop an order once it has been confirmed. If your order has already been dispatched, please let us know and return it as set out above.

10. Our right to end the Contract

We may end the Contract if you break it in a serious way. Examples include not paying when payment is due, not giving us information we reasonably need to supply the Goods, or not allowing us to deliver within a reasonable time. If we end the Contract for one of these reasons, we will refund any money you have paid for Goods we have not supplied. We may deduct reasonable costs we have incurred as a result of your breach.

11. Our responsibility for loss or damage

11.1 We are responsible for foreseeable loss. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill. Loss is foreseeable if it is obvious it will happen, or if both of us knew it might happen when the Contract was made.

11.2 What we do not exclude. We do not exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and for breach of your statutory rights under the Consumer Rights Act 2022.

11.3 Business losses. Our Site is for domestic and private use. If you buy Goods for business or resale, we are not liable for any loss of profit, business, revenue or opportunity.

11.4 Our Site. We try to keep our Site accurate, secure and available, but we do not guarantee it will always be uninterrupted or free from errors or viruses. To the extent the law allows, we are not liable for loss or damage caused by a virus or other harmful material that affects your device through your use of our Site.

12. Events outside our control

We are not responsible for delays or failures caused by events outside our reasonable control, such as severe weather, strikes, carrier or supplier failures, or systems outages. If this happens, we will contact you as soon as possible and take steps to reduce the delay. If there is a risk of substantial delay, you may end the Contract and receive a full refund for any Goods you have paid for but not received.

13. Complaints and disputes

If you have a complaint, please contact us using the details in clause 1.2. We will acknowledge it within 5 working days and aim to resolve it as soon as possible.

If you are not satisfied with our response, you can contact the Competition and Consumer Protection Commission (www.ccpc.ie) for information on your rights. For claims of up to €2,000, you may also be able to use the Small Claims procedure through the District Court (www.courts.ie).

14. Personal information

We will use your personal information only as set out in our [Privacy Policy], in line with the General Data Protection Regulation and the Data Protection Acts 1988 to 2018. We will not send you marketing emails unless you have opted in, and you can unsubscribe at any time.

Unless you advise us otherwise, your use of the site constitutes your agreement to the company replying to you by electronic mail for such purposes as the company may consider appropriate. We value your privacy and we will not share your information. You may opt-in or opt-out of our email database at any time by clicking ‘unsubscribe’ at the bottom of our e-zines or alternatively e-mail marketing@keanes.ie.

15. Other important terms

15.1 Ring sizing. Please check your ring size before ordering. You can visit us in store to be measured. If a ring you have ordered needs resizing, we offer one complimentary resize, where the design allows. Some rings, such as eternity or patterned bands, can be resized only within a limited range or not at all, and this will be explained at point of purchase or enquiry.

15.2 Ring order timelines. Some rings may take up to 6 weeks to receive in store if the size you require needs to be ordered. This will be stipulated at point of purchase or enquiry.

15.3 Engraving. Engraved Goods are personalised and cannot be returned unless faulty. Please check your engraving text carefully, as we will engrave it exactly as entered.

15.4 Diamond certificates. Where a product page states that a diamond is certified, it will be supplied with a certificate. All diamonds we sell are sourced from suppliers that comply with the Kimberley Process Certification Scheme.

15.5 Changes to these Terms. We may update these Terms from time to time, for example to reflect changes in the law or our business. The Terms that apply to your order are those shown on the Site when you place it.

15.6 Transfer of this Contract. We may transfer our rights and obligations under these Terms to another organisation, and will tell you if we do. You may transfer your rights only with our written consent.

15.7 Nobody else has rights. This Contract is between you and us. No other person has any right to enforce its terms.

15.8 If part of these Terms is invalid. If a court decides any part of these Terms is unlawful or unenforceable, the remaining parts will continue in full force.

15.9 Governing law and jurisdiction. These Terms are governed by Irish law, and the Irish courts have jurisdiction. If you live elsewhere in the EU, you keep the protection of any mandatory consumer laws of your country and may bring proceedings in your local courts.

16. Rolex

Terms of use

While navigating on the Rolex section of our website, you may interact with an embedded website from www.rolex.com. In such case, Terms of Use, Privacy Notice and
Cookies Policy of www.rolex.com are solely applicable.