Refund policy
Returns & Refunds Policy (Trade Customers)
We operate a 30-day returns policy for faulty, damaged, or incorrectly supplied items only. We do not accept returns for change of mind, surplus stock, or unwanted goods.
You have 48 hours from receipt of your order to notify us of any damaged, faulty, or incorrect items. Requests made outside of this timeframe may be declined.
To be eligible for a return, items must be:
- In the same condition as received
- Unused and unaltered
- In original packaging where applicable
To start a return, please contact us at info@puretradegems.co.uk with:
- Your order number
- Details of the issue
- Clear photographs of the affected items
If your return is approved, we will provide return instructions. Items sent back without prior authorisation will not be accepted.
Where the return is due to our error (faulty or incorrect items), reasonable return postage costs will be reimbursed upon proof of postage.
Damages & Issues
Please inspect your order upon delivery and notify us within 48 hours if any item is defective, damaged, or incorrect so we can assess and resolve the issue promptly.
Please note that gemstones are natural products and variations in colour, pattern, transparency, and surface texture are inherent characteristics and do not constitute faults.
Refunds, Store Credit & Exchange
Once we receive and inspect your return, we will notify you of the outcome.
If approved, you may choose between:
- A refund to your original payment method (processed within 10 business days),
- Store credit (issued within 48 hours), or
- A like for like exchange if the stock is available.
If more than 15 business days have passed since approval and you have not received your refund or exchange, please contact us at info@puretradegems.co.uk and we will investigate.
All sales are trade-to-trade (B2B). Consumer cooling-off rights do not apply.