Terms of service

Terms & Conditions

1. About us

therealgem.com is operated by Ogen Group Ltd, trading as The Real Gem ("we", "us", "our"). We are a company registered in England and Wales, company number 17042093, with our registered office at 5 Brayford Square, London, E1 0SG. You can contact us at info@therealgem.com or via live chat on our website.

2. These terms

These terms apply to all orders placed on our website by consumers. Please read them before placing an order. By placing an order, you agree to these terms, our Refund Policy and our Privacy Policy.

3. Your order and our contract

When you place an order, you are making an offer to buy. Your card is authorised at this point but not charged. Our acceptance takes place, and a contract is formed, when we confirm your order and take payment. We may decline an order, for example if an item is unavailable or there is an error in the price or description. If we cannot accept your order, we will tell you and the authorisation on your card will be released.

For made-to-order pieces, we will tell you the expected dispatch time and will only take payment once you have agreed it.

4. Our products

We make every effort to show our products accurately. Colours may appear differently on screen. Natural gemstones vary in colour and character, so each piece is unique. Carat weights are approximate and may be stated as a total weight. Every product states whether its diamonds are natural or laboratory-grown.

5. Prices and payment

All prices are in pounds sterling (GBP). Ogen Group Ltd is not registered for VAT, so no VAT is charged. Delivery charges, if any, are shown at checkout.

If an item is listed at an incorrect price due to an error, we will contact you before taking payment and you may choose to continue at the correct price or cancel. We are not obliged to supply goods at an obviously incorrect price.

6. Delivery

UK orders are delivered free by Royal Mail Special Delivery, normally the next working day after dispatch. Dispatch times are estimates. We will deliver within 30 days of your order unless we agree a different time with you (for example for made-to-order or bespoke pieces). Items are your responsibility once delivered to you or to someone you have nominated. Ownership passes to you once we have received full payment.

7. Your right to cancel and returns

You may cancel an order for in-stock items within 14 days of receiving them, as set out in our Refund Policy, which also gives you our longer 30-day returns period. The right to cancel does not apply to items made to your specification or clearly personalised, including bespoke, made-to-order, engraved or custom-sized pieces, unless they are faulty.

8. Faulty items

We are under a legal duty to supply goods that are of satisfactory quality, fit for purpose and as described. If your item is faulty, please contact us. Nothing in these terms affects your legal rights under the Consumer Rights Act 2015.

9. Bespoke commissions

For bespoke pieces we will agree the design, specification, price and timescale with you in writing before work begins. A deposit may be required. Once you approve the final design and production has started, the order cannot be cancelled, except where the finished piece is faulty or not as agreed.

10. Our liability

We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable, or for business losses. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for breach of your legal rights as a consumer.

11. Events outside our control

We are not responsible for delays caused by events outside our reasonable control. If such an event affects your order, we will contact you, and you may cancel for a full refund of anything paid for items not received.

12. Intellectual property

All content on this website, including images, text and designs, belongs to us or our licensors and may not be copied or used without our written permission.

13. Your personal information

We use your personal information only as set out in our Privacy Policy.

14. Governing law

These terms are governed by the law of England and Wales. You may bring proceedings in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in the courts of your home country.

15. Changes to these terms

We may update these terms from time to time. The terms that apply to your order are those in force when you place it.

16. Contact

The Real Gem (Ogen Group Ltd)

Email: info@therealgem.com

Registered office: 5 Brayford Square, London, E1 0SG

Company number: 17042093