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Refund policy

Refunds & Exchanges

At The Real Gem, we want you to feel completely confident in your purchase. If you're not entirely happy with your order, our returns and exchange policies are here to help. These policies are in addition to your statutory rights, which are not affected.

Returns Policy

We offer a 30-day return policy on eligible in-stock jewellery. Please contact us within 30 days of receiving your order to arrange a return.

  • Items must be returned in the same condition they were received: unworn, undamaged, and in their original packaging with all documents.

  • All returns must be fully insured for the full value of the item during transit.

  • We can arrange a pre-paid, insured postage label on request (the cost is deducted from your refund if used).

Once we receive and inspect your return, your refund will be made to your original payment method within 14 days. Please allow a further 3–5 working days for funds to appear in your account.

Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel an online order for in-stock items within 14 days of receiving it, without giving a reason. To cancel, contact us at info@therealgem.com with your order number. Our 30-day returns policy above gives you longer than this.

Exchange Policy

We offer a 60-day exchange policy for eligible in-stock items. If you'd prefer a different size, metal, or gemstone, we'll gladly arrange an exchange of equal or greater value. Contact us with your order number to begin.

Bespoke, Made-to-Order, Engraved & Sized Pieces

Pieces that are bespoke, made to order, engraved, or custom-sized are made to your specification and are not eligible for cancellation, refund or exchange, unless faulty. This does not affect your statutory rights.

We understand circumstances vary. In some cases we may be able to offer an exchange or adjustment on a case-by-case basis, so please contact us to discuss.

Faulty Items

If your jewellery is faulty or not as described, please contact us straight away. Your rights under the Consumer Rights Act 2015 apply to all purchases, including bespoke and made-to-order pieces.

How to Start a Return or Exchange

Email info@therealgem.com with your order number and the reason for your return. We'll confirm eligibility and send you the return address and instructions, plus a pre-paid insured label if requested.

Important: for security, never write "diamonds", "gems", "jewellery" or anything similar on the outside of your parcel.

The Real Gem is a trading name of Ogen Group Ltd, registered in England and Wales, company number 17042093. Registered office: 5 Brayford Square, London, E1 0SG.