Refund policy

Returns & Refunds

For eligible online purchases, you may notify us that you wish to cancel your order within 14 days of receiving it. After notifying us, you then have a further 14 days to return the item.

Returned gemstones must be in the same condition as received and must not have been cut, polished, drilled, set, treated, damaged or otherwise altered.

RTG Fault Refund

If an item supplied by Rough To Gems is faulty, damaged, incorrect or materially not as described, please contact us as soon as possible.

Where a refund is due because of an error or fault on the part of Rough To Gems, we will refund the full purchase price together with the original standard postage paid.

Your statutory consumer rights are not affected.

Customer Change-of-Mind Refund

If you simply change your mind, you must notify us within 14 days of receiving your order and return the item within the following 14 days.

The customer is responsible for the cost of returning the item. We strongly recommend using a tracked and insured postal service appropriate to the value of the gemstone.

Once the returned item has been received and inspected, we will refund the purchase price.

Rough To Gems reserves the right to make any deduction from the refund that is permitted by law, including where the value of an item has been reduced because it has been handled, damaged or altered beyond what is reasonably necessary to inspect it.

Different rules may apply to genuinely custom-made or personalised items.

For international customers, mandatory consumer rights may vary by country and will apply where required by local law.