返金ポリシー

This policy explains how to cancel an order, return an item and get a refund from GEMLUX. It applies to orders placed on gmlx.co.uk. Nothing in it affects your statutory rights.

Changing your mind

If you bought online as a consumer, you can cancel your order for any reason within 14 days of the day you receive it. Tell us within that time by emailing gemluxtmltd@gmail.com with your order number, or by using the cancellation form below. You then have a further 14 days to send the item back.

Return the item in the condition you received it: unworn, with the GEMLUX security tag still attached, and with all original packaging, dust bags, boxes, cards and accessories. You may handle the item as you would in a shop to check it, but if it has been worn, damaged or altered, or the security tag has been removed, we may reduce your refund to reflect the loss in value.

You pay the cost of returning the item. Because our pieces are high value, we strongly recommend a fully insured, tracked and signed-for service, as the item remains your responsibility until it reaches us.

Refunds

We refund you within 14 days of receiving the item back, or of you showing us proof that you have sent it, whichever is sooner. We refund the price you paid and the standard delivery charge, to your original payment method. If you chose a premium delivery option, such as next working day delivery, we refund the cost of standard delivery only.

If you prefer, we can issue store credit instead, which we can usually do on the day your return arrives.

Faulty or not as described

Every item is described and photographed as it is, including any signs of wear. If an item arrives faulty, damaged in transit, or not as described, contact us within 30 days of delivery and we will give you a full refund, including delivery costs, and pay for the return. After 30 days you are still entitled to a repair, a replacement or a refund under the Consumer Rights Act 2015.

Authenticity

If an item you bought from us is shown not to be authentic, we will refund you in full, at any time. See our Authenticity Guarantee for how to make a claim.

Items that cannot be returned

  • Items made or altered to your specification, such as resized rings or engraved pieces.
  • Earrings and body jewellery, if they were supplied sealed and the seal has been broken, for health and hygiene reasons.

This does not affect your rights if an item is faulty or not as described.

International returns

The same 14-day right applies to orders delivered outside the UK. Please mark the parcel as a return of goods so that duties are not charged again. Import duties and taxes you paid on delivery are not refunded by us, but you may be able to reclaim them from your local customs authority.

How to start a return

  1. Email gemluxtmltd@gmail.com with your order number and the item you are returning.
  2. We will reply with the return address and instructions.
  3. Pack the item securely with all its accessories and the security tag attached.
  4. Send it using an insured, tracked service and keep your proof of postage.

We recommend filming the item being packed, which helps if anything happens in transit. This is optional and does not affect your rights.

Cancellation form

To: GEMLUX.TM LTD, 150B High Street, Teddington, TW11 8HZ, United Kingdom, gemluxtmltd@gmail.com

I hereby give notice that I cancel my contract for the sale of the following goods: [item]. Ordered on [date] / received on [date]. Name: [your name]. Address: [your address]. Date: [date].