Refund and Returns Policy

Refund & Returns Policy

Last updated: 7 June 2026

At Regal Gems & Jewellery, we want you to be completely satisfied with your purchase. This policy outlines your rights and our procedures for returns, refunds, and exchanges. Please read it carefully before placing an order.

If you have any questions, please contact us or reach us via WhatsApp at +44 7766 101056.

1. Your Right to Cancel (Cooling-Off Period)

If you are a consumer in the United Kingdom or European Union, you have a statutory right to cancel your order within 14 calendar days of receiving your item, without giving any reason. This is known as the “cooling-off period” under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To exercise this right, you must inform us of your decision to cancel by:

• Phone: 020 8427 0646
• WhatsApp: +44 7766 101056
• Email: Via our Contact page
• Post: Regal Gems & Jewellery, 136a High Street, Wealdstone, Harrow HA3 7AL, UK

We recommend using one of the electronic methods above for the fastest response.

2. Return Conditions

To be eligible for a return under the cooling-off period or our voluntary returns policy, the following conditions must be met:

• The item must be unworn, unused, and undamaged.
• The item must be returned in its original packaging, including all boxes, pouches, and protective materials.
• All original certificates, appraisals, and documentation must be included.
• The item must be returned with the original receipt or proof of purchase.
• Any security tags must remain intact and unremoved.

We reserve the right to refuse a return or apply a partial refund if the item shows signs of wear, damage, missing components, or if certificates/documentation are not returned.

3. Items That Cannot Be Returned

For hygiene, security, and craftsmanship reasons, the following items are non-returnable and non-refundable, except where they are faulty or not as described:

3.1 Bespoke & Custom-Made Items

• Items made to your specific requirements, including custom ring sizes, personalised engravings, specially sourced gemstones, or custom-designed jewellery.
• These items are crafted specifically for you and cannot be resold.

3.2 Altered or Resized Items

• Items that have been resized, repaired, or altered after purchase.
• Any modification changes the structural integrity and resale value of the piece.

3.3 Items Missing Original Packaging or Documentation

• Items returned without original boxes, certificates, or appraisals may be subject to a reduced refund or refusal.

3.4 Earrings & Pierced Jewellery

• For hygiene reasons, pierced earrings cannot be returned unless they are faulty or misdescribed.

3.5 Gift Cards & Vouchers

• Gift cards and store vouchers are non-refundable and cannot be exchanged for cash.

4. How to Return an Item

Step 1 — Contact Us: Notify us of your intention to return within the applicable timeframe. Please provide your order number, item details, and reason for return.

Step 2 — Secure Packaging: Repackage the item securely in its original packaging, including all certificates and documentation. We strongly recommend using the original shipping box where possible.

Step 3 — Insured Shipping: Return the item using an insured and trackable shipping service. We recommend Royal Mail Special Delivery or a comparable courier service for high-value items. You are responsible for the item until it reaches us safely.

Return Address:
Regal Gems & Jewellery — Returns
136a High Street, Wealdstone
Harrow HA3 7AL
United Kingdom

Important: We do not accept liability for items lost or damaged in transit during return. Please retain your proof of postage and tracking number.

5. Refund Process

• Once we receive your returned item, we will inspect it within 3–5 business days.
• If the return is approved, we will process your refund within 14 days of receiving the item.
• Refunds will be issued to the original payment method used for the purchase.
• Depending on your bank or card issuer, it may take an additional 3–10 business days for the refund to appear in your account.

5.1 Partial Refunds

We may issue a partial refund in the following circumstances:

• The item shows minor signs of handling or wear.
• Original packaging, certificates, or documentation are missing.
• The item is returned outside the 14-day cooling-off period but within 30 days (at our discretion).

5.2 Late or Missing Refunds

If you have not received your refund within the expected timeframe:

1. Check your bank or credit card statement again.
2. Contact your bank or card issuer — processing times vary by institution.
3. If you have done both and still have not received your refund, please contact us with your order number and return tracking details.

6. Exchanges

We offer exchanges in the following cases:

• Wrong size: If a ring or bracelet does not fit, we may offer an exchange for a different size, subject to availability and a resizing fee where applicable.
• Faulty or misdescribed items: If you receive an item that is faulty or not as described, you may choose an exchange for the same item or a refund.

Exchanges are subject to the same return conditions outlined in Section 2. Bespoke and custom items cannot be exchanged unless faulty.

7. Faulty or Damaged Items

If you receive an item that is faulty, damaged, or not as described, you have the following rights:

• Full refund: Available within 30 days of receipt.
• Repair or replacement: Available within 6 months of receipt. After 6 months, you may be required to prove that the fault existed at the time of delivery.
• Price reduction: You may request a partial refund and keep the item if a repair or replacement is not possible or would cause significant inconvenience.

Please contact us immediately if you believe your item is faulty or damaged. We may request photographs or arrange for the item to be returned for inspection.

8. Gemstone-Specific Considerations

As a gemstone and jewellery specialist, we want to ensure you understand the unique nature of our products:

• Natural gemstones may contain inclusions, colour variations, and internal characteristics that are part of their natural beauty. These are not considered faults.
• Certification: If your item includes a gemmological certificate (e.g., GIA, Gübelin, SSEF), the certificate must be returned with the item. Failure to return the certificate may result in a deduction from your refund.
• Treatment disclosure: Any treatments (e.g., heat, oiling) are disclosed on the product page where applicable. Returns will not be accepted on the basis of disclosed treatments.
• Colour representation: We make every effort to photograph our gemstones accurately, but screen settings may cause slight colour differences. This is not grounds for return unless the difference is substantial and misdescribed.

9. International Returns

• International customers are responsible for all return shipping costs, including customs duties, taxes, and import fees.
• Please clearly mark the package as “Returned Goods” to avoid customs charges on our end.
• We recommend using an insured, trackable courier service (e.g., DHL, FedEx, Royal Mail International Tracked).
• We are not responsible for items lost or delayed in international transit.

10. Return Shipping Costs

11. Cancellations Before Dispatch

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible. We will make every effort to cancel the order and issue a full refund. If the item has already been dispatched, our standard returns policy will apply.

Bespoke or custom orders that have already entered production may not be cancellable.

12. Gift Returns

If you received an item as a gift, you may return it within the applicable timeframe. Refunds for gift returns will be issued to the original purchaser’s payment method, or as a store credit at our discretion. Please provide the original order number or gift receipt where possible.

13. Statutory Rights

This policy does not affect your statutory rights as a consumer under UK law, including your rights under the Consumer Rights Act 2015. For more information about your statutory rights, please contact the Citizens Advice Bureau or the UK Information Commissioner’s Office.

14. Changes to This Policy

We may update this Refund & Returns Policy from time to time. Any changes will be posted on this page with a revised “Last updated” date. The policy in effect at the time of your purchase will apply to your order.

15. Contact Us

For any questions about returns, refunds, or exchanges, please contact us:

• Phone: 020 8427 0646
• WhatsApp: +44 7766 101056
• Email: Via our Contact page
• Address: 136a High Street, Wealdstone, Harrow HA3 7AL, UK