Terms of service
1. About Us
Rough To Gems is operated by:
Rough To Gems Ltd
Registered in England and Wales
Company number: 17435642
Registered office: Kelly Bray, Callington
Email: roughtogems@gmail.com
2. Products
We aim to describe, photograph and video our gemstones as accurately as reasonably possible.
Gemstones are natural materials and may contain inclusions, colour zoning, surface features and other natural characteristics.
Colours can also appear differently depending on lighting, photography and the screen or device being used.
Where weights and measurements are provided, we take reasonable care to ensure they are accurate.
Nothing in this section affects your statutory rights where an item is materially not as described.
3. Rough Gemstones
When purchasing rough gemstones, customers should understand that the final appearance, clarity, yield, finished carat weight or suitability for a particular cut cannot always be determined before cutting.
Unless specifically stated in the individual product description, Rough To Gems does not guarantee the finished yield or appearance of a gemstone after cutting, polishing or other alteration.
This does not affect your rights where the rough gemstone itself was materially misdescribed.
4. Orders
Please check your order carefully before completing checkout.
After placing an order, you will normally receive an automated acknowledgement. This does not necessarily mean that we have accepted the order.
An order may be declined or cancelled before acceptance if, for example:
- the item is no longer available;
- payment cannot be authorised;
- there has been an obvious pricing or listing error;
- we are unable legally or practically to supply the item; or
- we reasonably suspect fraudulent activity.
If payment has already been taken for an order that we cannot fulfil, it will be refunded.
5. Prices & Payment
Prices are displayed in the currency selected on the website.
Any shipping charges applicable to your order will be shown during checkout.
Payment must be successfully completed before goods are dispatched.
International customers may also be responsible for customs duties, import VAT, taxes or handling charges imposed by their destination country. These are not included unless explicitly stated otherwise.
6. Shipping & Delivery
Orders are normally dispatched within 1–2 working days after successful payment.
All orders are sent using a tracked delivery service.
Delivery times are estimates and may be affected by customs processing, postal networks, courier delays, weather or other circumstances outside our reasonable control.
Please see our Shipping Policy for full details.
7. Cancellation & Returns
Consumers purchasing online have statutory cancellation rights.
For eligible purchases, you may notify us within 14 days of receiving your order that you wish to cancel. You then have a further 14 days to return the goods.
For ordinary change-of-mind returns, the customer is responsible for return postage.
Our full cancellation, return and refund conditions are set out in our Return & Refund Policy.
Nothing in these terms limits your statutory consumer rights.
8. Altered Gemstones
A gemstone should not be cut, polished, drilled, treated, mounted, set into jewellery or otherwise altered if you intend to return it under the normal change-of-mind cancellation process.
Once a gemstone has been materially altered after delivery, it may no longer be possible to return it simply because you have changed your mind.
This does not remove any statutory rights relating to goods that were faulty or materially not as described when supplied.
9. Faulty, Damaged or Incorrect Goods
If an item arrives faulty, damaged, incorrect or materially not as described, please contact Rough To Gems as soon as reasonably possible.
Your statutory rights are separate from our normal change-of-mind return policy and are not restricted by these Terms.
10. Customer Information
You are responsible for providing accurate contact, billing and delivery information when placing an order.
If you notice an error in your delivery information, please contact us as soon as possible.
We cannot guarantee that an address can be changed once an order has been dispatched.
11. Website Use
You must not misuse this website, attempt to interfere with its operation, introduce malicious software or use the website for unlawful purposes.
Images, videos, branding, text and other website content belonging to Rough To Gems may not be commercially reproduced without permission, except where permitted by law.
12. Liability
Nothing in these Terms excludes or restricts liability where doing so would be unlawful.
Nothing in these Terms limits your statutory consumer rights.
We do not seek to exclude responsibility for goods that are faulty, materially not as described or otherwise fail to meet applicable consumer law.
13. International Orders
We sell to customers worldwide.
Customers are responsible for checking any import restrictions that apply in their destination country and for paying applicable import duties, VAT, taxes or customs charges unless stated otherwise.
Customers outside the UK may have additional mandatory consumer protections under the laws of their country. Nothing in these Terms is intended to remove rights that cannot legally be excluded.
14. Disputes
If you have a problem with an order, please contact Rough To Gems first so that we can try to resolve the issue.
These Terms are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply to you.
15. Changes to These Terms
We may update these Terms from time to time.
The Terms applicable to your purchase will generally be those in effect when your order was placed.
16. Contact
For questions regarding these Terms or an order, please contact:
Rough To Gems
Email: roughtogems@gmail.com
YouTube API Services
Rough To Gems uses YouTube API Services through an internal business tool used to manage product videos for the Rough To Gems YouTube channel. Use of these YouTube API Services is subject to the YouTube Terms of Service.