Returns Policy
Legally you are entitled to return an order within 14 days of receipt, if the item/s does not match the description provided or is received in a faulty condition.
Please note that internal inclusions, or other natural characteristics in gemstones (visible or otherwise) are unique and individual to each item. These characteristics are considered part of the character of the item, and should not be considered a defect.
Please note that in the case of jewellery, this right does not cover bespoke-made or personalised items.
Otherwise, outside of the above conditions you have the opportunity to return any eligible item within 30 days of the order being available for delivery or collection. Exceptions, such as repolished gemstones to order, bespoke jewellery, or items personalised to your specifications, will be notified to you before an order is quoted and confirmed.
To be eligible for a refund on allowed orders, you must initiate the return within 30 days of delivery/collection by contacting us at gems@thegembank.com with your order number, and return the item within 7 days of receiving return instructions from us. We strongly recommended that you send your order back to us via a trackable service.
Please do not send any items before contacting us.
Loose Gemstones
The stone must arrive in its original condition, complete with its original packaging and any certificates that may have been provided. Fees will be deducted from the refund amount if a new certificate needs to be obtained due to non-return.
Our team will check the stone against its known condition at the time of delivery (including signs of setting and unsetting in jewellery by a third party), and if found to be marked or damaged the item will not be able to be returned.
Jewellery
The item must arrive in its original condition, complete with all packaging (i.e. jewellery boxes) and any certificates that may have been provided. Fees will be deducted from the refund amount if new gemstone certificates need to be obtained due to non-return.
Our team will review the returned item to assess its condition. Items that show signs of wear or damage, or have been altered or resized (whether by The Gem Bank or by any other jeweller) are unable to be returned.
If you return your order and exchange it for another ring, the second ring will be non-returnable, unless the reason is due to a manufacturing defect.
Exchanges
If you want to exchange a ready to wear piece of jewellery for a different item within 30 days of receiving your order, this can be arranged subject to the following conditions:
- We kindly request that you cover the cost of shipping, and return all packaging and relevant documents, if provided. We will cover the shipping cost of the new item.
- A £250 handling and re-stocking fee will be charged to exchange your piece of jewellery.
- Any replaced item will become non-returnable and non-exchangeable.
The Returns Process
Upon receiving your returned item in its original condition, our team will assess the loose gemstone or jewellery piece, and if appropriate, check and weigh the gemstone against the grading certificate provided.
If you are returning your item/s to us due to a manufacturing defect or were not as described, your legal rights are not affected by this Returns Policy. In this case we will refund the price of the purchase in full.
Once a return has been verified and approved, your refund will be processed in the following 4-5 business days, using the original method of payment. Depending on the method of payment and your location, it may take up to 14 business days for your payment to be received.
Preparing a Return
In order to successfully process a return please follow the steps below; failure to do so may result in refusal or delays in processing your refund.
- Contact our team at gems@thegembank.com stating that you wish to process a return, quoting your order number. A member of our team will contact you as soon as possible with full return instructions, depending on your location.
- Package your return, including all original packaging and grading certificates, if provided with your item. Failure to return these documents may result in a recertification charge, that will be deducted from your refund amount.
- Request a tracking number and provide this to our team. This will ensure a smooth return delivery.
If return instructions are not followed, The Gem bank will not accept responsibility for any loss or damage to returned shipments. We reserve the right to refuse returns that are not properly packaged.
If you have any questions about any part of this process, please contact us at gems@thegembank.com before shipping any items.
