Refund policy

Returns & Exchanges

Buying fine jewellery online is a matter of trust. We want you to order with complete confidence, so every eligible GemHub & Co. piece comes with a 30-day return guarantee and a free first return — if it isn’t right for you, we’ll make it right.

Our Promise to You

  • 30 days to decide. Return any eligible item within 30 days of the shipment date. Prefer a different piece? Exchanges are welcome within 45 days.
  • Your first return ships free. We provide a prepaid, insured return label for your first return within the UAE, on any eligible order — at no cost to you.
  • No restocking fees. On eligible returns, you receive a full refund of the item price. We don’t charge restocking fees.
  • Refunded the way you paid. Approved refunds go back to your original payment method.
  • Damaged, defective, or wrong item? That’s entirely on us — we cover return shipping and replace or fully refund it, including any original shipping you paid.

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.

How to Start a Return or Exchange

It’s simple — just reach out before sending anything back so we can issue your Return Authorisation (RA) and prepaid label.

  1. Email care@gemhubco.com within the return window with your order number and a quick note on the reason. Please include two clear photos of the item.
  2. We’ll reply with your RA number, the correct return address for your region, and a prepaid shipping label where applicable — usually within one business day.
  3. Pack the item as described below and ship it using the instructions we provide.

Returns are sent to our UAE return address, which we confirm in writing when we issue your RA.

Preparing Your Return

  1. Return the item within 7 working days of receiving your return address.
  2. Include the original packaging, jewellery box, any complimentary gifts, the packing slip, and all certificates (IGI or GRA, where applicable).
  3. Write your order number clearly on the outside. For security, please don’t write “jewellery,” “diamonds,” or “gold” on the package.
  4. If you’re using your own courier, choose 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.

What Can Be Returned

To keep this fair for everyone, items should come back to us in the same condition they left:

  • Original condition — unworn, undamaged, with all original packaging and documentation. Pieces showing signs of wear can’t be accepted.
  • Certificates included — a missing IGI or GRA certificate carries a 30% replacement fee per certificate, as these are costly to reissue.
  • Not modified elsewhere — items resized, engraved, or altered by a third party can’t be returned.
  • Authorised in advance — please don’t ship anything back without an RA number; unauthorised or refused-on-delivery packages can’t be processed.

Made-to-Order & Personalised Pieces

Our advertised 30-day returns apply to all eligible items, including our standard ready-to-ship and standard made-to-order collections. Choosing a metal (10k / 14k / 18k gold, 925 sterling silver, or platinum) or a standard ring size from the options shown on the product page does not make an item “custom” — these pieces remain fully eligible for our 30-day return and 45-day exchange policy.

  • Engraved items are final sale and not eligible for return or refund. Engraving is limited to 10–12 characters; longer requests ship without engraving.
  • Cancelling a made-to-order piece: production begins within 24 hours of payment. You may cancel free of charge at any time before production begins; once production has started, cancellations carry a 30% material and processing fee.

Non-Returnable Items & Exclusions

Only the following are Final Sale (non-returnable and non-exchangeable), unless they arrive damaged or defective:

  • Items with custom engraving.
  • Bespoke pieces made to your own non-standard specification — a design, stone, or dimension that is not offered as a standard option on our product pages.
  • Clearance items, where marked final sale on the product page.

Final-sale status is always clearly flagged on the product page before you buy. If an item is not flagged as final sale, it is covered by our standard 30-day return policy.

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, refunds may take a further 5–10 business days to appear. We’ll keep you updated by email at each step.

Here to Help

Questions before or after you order? Our team is happy to help.

Hamlet Global Trading FZCO (trading as GemHub & Co.)
IFZA Business Park, Building A1, Dubai, United Arab Emirates
Email: care@gemhubco.com
Phone: +971 555626108

Thank you for choosing GemHub & Co. — Crafted with care, delivered with trust.