Returns & Refund Policy

We want you to feel confident every time you purchase from Gemdrop®. This policy is designed to be clear, fair and consistent with applicable UK and European Union consumer law.

Customers can view their orders and start a return request through their Gemdrop customer account:

https://shopify.com/100151558518/account

You may also contact us at support@gemdrop.io.

1. Fourteen-Day Right to Cancel or Withdraw

When purchasing online as a consumer, you generally have the legal right to cancel your order without giving a reason.

For customers in the United Kingdom, this is referred to as the right to cancel. For customers in the European Union, it is commonly referred to as the right of withdrawal.

The cancellation or withdrawal period expires 14 days after the day on which you, or a person nominated by you other than the delivery carrier, receives the goods.

To exercise this right, you must clearly inform us of your decision within the 14-day period. You may do this through your Gemdrop customer account or by emailing support@gemdrop.io.

After notifying us, you must return the goods within a further 14 days.

Where an order contains multiple items delivered separately, the cancellation period generally begins when the final item is received.

2. Eligibility for Change-of-Mind Returns

To qualify for a change-of-mind return:

• You must notify us within 14 days of receiving the order.

• You must send the item back within 14 days after notifying us.

• The item must not have been damaged, altered, engraved, mounted, set into jewellery or otherwise modified after delivery.

• The item should be returned with its original packaging and documentation where reasonably possible.

You may carefully inspect a gem in the same way that you would reasonably inspect it in a physical shop.

Handling that is reasonably necessary to establish the gem’s nature, characteristics, appearance or identity is permitted.

If an item has been handled beyond what is reasonably necessary and its value has been reduced as a result, we may make an appropriate deduction from the refund where permitted by law.

3. Return Shipping

Gemdrop provides free return shipping for eligible returns where this is expressly confirmed as part of the approved return process.

You must follow the return instructions provided by us and use the authorised return method or label where supplied.

We may be unable to reimburse alternative return services or additional shipping costs that were not authorised in advance.

For faulty, incorrect, damaged or misidentified goods, reasonable return shipping costs will be covered by Gemdrop.

4. Refunds for Change-of-Mind Returns

For an eligible cancellation or withdrawal, we will refund:

• The price paid for the returned goods.

• The cost of the least expensive standard delivery method offered for the original order, where required by applicable law.

If you selected an enhanced, express or more expensive delivery service, we are not required to refund the additional cost above our standard delivery charge.

Refunds will be made using the original payment method unless another method is expressly agreed and does not result in additional fees for you.

We may withhold the refund until:

• We have received the returned goods; or

• You provide acceptable evidence that the goods have been sent back,

whichever occurs first.

Refunds are normally processed within five to seven working days after the applicable condition above has been met. In all cases, refunds will be issued within the legally required period, which is generally no later than 14 days after we receive the returned goods or acceptable evidence that they have been returned.

Your bank, card issuer or payment provider may take additional time to credit the refunded amount to your account.

5. Faulty, Damaged, Incorrect or Misidentified Items

Your statutory rights are separate from and additional to your change-of-mind cancellation rights.

Please contact us as soon as reasonably possible if an item is:

• Faulty or damaged.

• Not as described.

• Incorrectly supplied.

• Misidentified.

• Inconsistent with its stated material description.

• Otherwise not of satisfactory quality or fit for its stated purpose.

Depending on the circumstances and applicable law, you may be entitled to a refund, repair, replacement, price reduction or another appropriate remedy.

Nothing in this policy limits the remedies available under applicable consumer law, including the Consumer Rights Act 2015 for UK customers and the applicable legal-guarantee rules for EU customers.

6. Gemdrop® Lifetime Authenticity Guarantee

Every qualifying Gemdrop® gem is backed by our Lifetime Authenticity Guarantee.

If a gem is demonstrated not to match the identity or material description under which it was sold, Gemdrop will make it right.

For an accepted claim under this guarantee:

• Gemdrop will cover reasonable return shipping costs.

• The gem will be examined and its identity verified.

• A replacement or refund will be offered promptly following verification, as appropriate.

The Lifetime Authenticity Guarantee is an additional commercial guarantee. It does not replace, restrict or reduce your statutory consumer rights.

The guarantee applies to the gem’s stated identity and material description. It does not cover accidental damage, wear, alteration, cutting, recutting, polishing, setting, treatment after purchase, loss, theft or damage caused by improper handling.

7. Order Cancellations Before Dispatch

You may notify us that you wish to cancel an eligible consumer order at any time during the applicable statutory cancellation or withdrawal period, including before dispatch.

Orders can sometimes be stopped automatically within approximately 15 minutes of purchase, provided fulfilment has not begun.

After that period, please contact us as soon as possible. We will make reasonable efforts to stop the order before dispatch but cannot guarantee that this will be possible.

If the order has already been dispatched, you may still exercise your applicable cancellation or withdrawal rights and return the goods in accordance with this policy.

8. How to Start a Return

To start a return, use your Gemdrop customer account:

https://shopify.com/100151558518/account

Alternatively, email support@gemdrop.io and provide:

• Your name.

• Your order number.

• The item you wish to return.

• A clear statement that you wish to cancel the purchase or withdraw from the contract.

• Whether the item is faulty, damaged, incorrect, misidentified or being returned because you changed your mind.

You do not need to provide a reason when exercising a statutory change-of-mind cancellation or withdrawal right.

We will provide return instructions and, where applicable, details of the approved free return process.

Please do not send returns without first obtaining return instructions.

9. International Orders

The Gemdrop® Lifetime Authenticity Guarantee applies to qualifying gems purchased directly from Gemdrop, including eligible international orders.

For customers in the European Union, applicable mandatory EU and national consumer protections continue to apply.

Customers outside the UK and EU may also be offered returns under this policy, subject to applicable local law and the terms presented at the time of purchase.

Unless required otherwise by applicable law:

• Import duties, import taxes, customs clearance charges and other amounts paid directly to local authorities are not refundable by Gemdrop.

• Customers may need to apply directly to the relevant customs authority for repayment of eligible import charges.

• Refunds from Gemdrop apply only to amounts originally paid directly to Gemdrop.

• Unauthorised international return shipping costs may not be reimbursed.

10. Items Excluded from Change-of-Mind Returns

A product may be described as “Final Sale” or non-returnable only where excluding a change-of-mind return is permitted by applicable law.

A “Final Sale” designation does not remove any statutory rights that cannot legally be excluded.

For UK and EU consumers, ordinary stock items remain subject to applicable cancellation or withdrawal rights even when discounted, unless a specific statutory exemption applies.

The right to cancel or withdraw may not apply to certain categories of goods, including goods that:

• Were made to the customer’s specifications.

• Were clearly personalised.

• Were altered, engraved, cut or specially manufactured at the customer’s request.

• Fall within another applicable statutory exemption.

Any relevant exclusion will be clearly disclosed before purchase.

This section does not affect your rights where an item is faulty, damaged, incorrectly supplied, misidentified or not as described.

11. Exchanges

Where available, an exchange may be offered instead of a refund.

An exchange will only be arranged with your agreement. Your acceptance of an exchange will not remove any statutory rights that cannot legally be excluded.

Availability of a replacement gem cannot be guaranteed because some cuts, colours and individual gems may be unique or available only in limited quantities.

12. Proof of Purchase

We may ask you to provide reasonable proof that the item was purchased directly from Gemdrop, such as:

• An order confirmation.

• An order number.

• A payment record.

• The gem’s Gemdrop verification record or identification number.

This does not affect any rights you may have where other satisfactory evidence of purchase is available.

13. Your Statutory Rights

Nothing in this policy excludes, restricts or otherwise affects any statutory rights that cannot lawfully be excluded.

For UK customers, relevant legislation includes:

• The Consumer Rights Act 2015.

• The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

For EU customers, relevant protections include:

• The national law implementing the EU Consumer Rights Directive.

• Applicable national rules governing the legal guarantee of conformity.

Where mandatory consumer law provides greater protection than this policy, the mandatory legal protection will apply.

Buy with confidence. Every Gemdrop® gem is scientifically verified, transparently documented and backed by our commitment to authenticity, quality and outstanding customer service.