Return Policy

30-day returns for loose gemstones

You may notify us that you wish to return a ready-stock loose gemstone within 30 days of delivery. Please email info@naturalspinelgem.co.uk with your order number and product code. We will provide return instructions and the return address. Please send the item back within 14 days of notifying us.

Condition and return postage

Please return the same gemstone, together with any accompanying reports and accessories, securely packaged. You may inspect the stone as you would in a shop. Handling beyond what is necessary to establish its nature, characteristics and functioning may result in a lawful deduction for diminished value. Please do not set, alter or damage the stone if you intend to return it.

For a change-of-mind return, you pay return postage. Use a tracked service suitable for gemstones with cover for the full value and retain proof of posting. Contact us before returning high-value items so that suitable transport can be arranged. We pay reasonable return costs for faulty, damaged or incorrectly supplied items.

Refunds

There is no restocking fee. We do not deduct our original delivery cost from orders supplied with free delivery. Where standard outbound delivery was charged, we refund that charge; any additional cost of an optional premium delivery service is not refundable on a change-of-mind return.

Refunds are made to the original payment method without undue delay and no later than 14 days after we receive the returned goods or evidence that they have been sent back, whichever is earlier, subject to applicable consumer law.

Faulty items and bespoke orders

Please contact us promptly if an item arrives damaged, faulty or different from its description. Personalised or genuinely made-to-order jewellery may be excluded from change-of-mind cancellation rights; any such terms will be explained before ordering. This does not affect your rights where goods are faulty or not as described.

This policy does not limit your statutory consumer rights. Separate terms may be agreed in advance for business-to-business orders.