Our approach
Returns at Gems Mart Jewellers are evaluated at our discretion, in keeping with the relationship we have with you. As with our Refund Policy, we don't publish a rigid timetable — but the following gives a sense of how we think.
Ready pieces
Ready pieces — finished, in-stock items — may generally be exchanged within a reasonable timeframe of receipt, provided they are returned in their original condition, with all packaging and any associated certificates intact. We typically aim for a 7-day window, with flexibility where the situation merits it. Please reach out to us as soon as possible if you'd like to discuss an exchange.
Made-to-order and customised pieces
Made-to-order and customised pieces are produced or modified specifically for you. By their nature, they are non-returnable unless they arrive with a manufacturing defect. If you spot a defect, please tell us — we'll repair, replace, or otherwise make it right.
Condition of returned pieces
For any return or exchange to be possible, pieces must be returned:
- In their original, unworn condition.
- With all original packaging, tags, and certificates intact.
- Without modification, resizing, or engraving (unless we performed it).
All returned pieces undergo a quality check on arrival. In the unlikely event of evidence of tampering, unauthorised modification, or other irregularity, we reserve the right to decline the return.
How to reach us
The fastest way to discuss a return is WhatsApp. You can also email us at contact@gemsmartjewellers.com.
If a piece isn't right for you, please tell us early — we'd rather have the conversation while there's still time to find a good outcome.