Two Kinds of Pieces, Two Return Paths
Almost every order falls into one of two categories. The return rules depend on which one your piece is in — we tell you on every product page.
Made-to-Order & Engraved
- Damaged, defective, or wrong item: entirely on us. We replace it or fully refund it and cover return shipping.
- Cancellations: contact us within 24 hours of ordering. Production begins within 5 hours of payment; after that a 30% material and processing fee applies.
- Engraved & custom-sized items cannot be cancelled after 24 hours.
30-Day Returns
- 30 days from shipment to return. Exchanges within 45 days.
- Free first return — prepaid, fully insured label, at no cost to you.
- No restocking fees. Full refund of the item price.
- Refunded the way you paid, via your original payment method.
Not sure whether your piece is made-to-order or ready stock? Email support@gemhubco.com before you place the order and we’ll confirm.
How to Start a Return or Exchange
All returns — including defective made-to-order pieces — go through our Return Authorisation (RA) process.
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Email Us
Send a note to support@gemhubco.com with your order number, the reason for return, and two clear photos of the item.
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We Reply Within One Business Day
Our team confirms your RA number, the correct return instructions for your region, and a prepaid shipping label where applicable.
For customers in the United States, the United Kingdom, and the United Arab Emirates, returns can usually be sent to a regional return-handling location rather than shipped internationally. We confirm the exact address when we issue your RA. -
Pack & Ship
Send the item back using the instructions we provide within 7 working days of receiving your return address.
Condition Requirements
To be eligible for any return or refund, items should come back to us in the same condition they left:
- Original ConditionUnworn, undamaged, with all original packaging and documentation. Pieces showing signs of wear can’t be accepted.
- Certificates IncludedA missing IGI, GIA, or in-house certificate carries a 30% replacement fee per certificate, as these are costly to reissue.
- Not Modified ElsewhereItems resized, engraved, or altered by a third party can’t be returned.
- Authorised in AdvanceUnauthorised or refused-on-delivery packages can’t be processed.
Preparing Your Return
- Include EverythingOriginal packaging, jewellery box, complimentary gifts, packing slip, and all certificates.
- Mark the PackageWrite your order number clearly on the outside. For security, please don’t write “jewellery,” “diamonds,” or “gold” anywhere on the package.
- If Using Your Own CourierChoose a fully insured, trackable service and send us the tracking number. We can’t take responsibility for items lost or damaged in transit on a return we didn’t label.
Your Refund
Once your return reaches us, our Quality Assurance team inspects the piece — this usually takes up to three (3) business days. As soon as it’s approved, we process your exchange or issue your refund to the original payment method. Depending on your bank and payment gateway, international refunds may take a further 5–10 business days to appear. We’ll keep you updated by email at each step.
Your Consumer Rights
Nothing in this policy limits the statutory consumer-protection rights available to you under the laws of your country of residence. Customers in the United States, Canada, the United Kingdom, the European Union, and other jurisdictions with mandatory consumer-protection laws retain all rights and remedies available under that local law — including, where applicable, rights relating to faulty or misdescribed goods.
About GemHub & Co.
This store is owned and operated by Hamlet Global Trading FZCO (trading as GemHub & Co.), a free-zone company registered in the United Arab Emirates, with its registered office at IFZA Business Park, Building A1, Dubai, United Arab Emirates.
Thank you for choosing GemHub & Co.
Crafted with care ◆ Delivered with trust
