Refund Policy

Scope

JewelMark is a marketplace, and returns are fulfilled by the seller of the item. The windows below are the platform minimum; an individual seller may offer more generous terms, which are shown in the returns and exchange section of that product page.

Return window

Eligible items may be returned within [N] days of delivery, provided they are unworn, undamaged, and returned with all original packaging, tags, invoice and certification (hallmarking and diamond certificates). Items are inspected on receipt before a refund is approved.

What cannot be returned

• Custom, made-to-order, engraved or resized pieces made to your specification.
• Items damaged through wear, alteration or handling after delivery.
• Items returned without their certification or original invoice.
• Bullion and investment products, which follow the buyback terms below.

How refunds are calculated

Approved refunds are issued to the original payment method for the amount you paid, including taxes. Delivery charges are refunded where the return results from a defect, a damaged item, or an incorrect item being sent.

Precious-metal prices move daily. For returns, you are refunded the price you actually paid, not the current market value. Buyback and exchange transactions are different: those are valued against the metal rate prevailing on the day the transaction is processed, and the applicable deductions are shown to you before you confirm.

Timelines

Once a return is received and inspected, refunds are approved or declined within [N] business days, and approved refunds are initiated within [N] business days of approval. The time for the amount to appear depends on your bank or payment provider.

Exchange and buyback

Where a seller offers exchange or buyback, the terms and any deductions for making charges, stone value or wastage are stated on the product page. These are seller-specific and are not uniform across the marketplace.

Cancellations

Orders may be cancelled at no cost before the seller has dispatched them. Custom and made-to-order items cannot be cancelled once production has begun.

Damaged or incorrect items

If an item arrives damaged or is not what you ordered, contact us within 48 hours of delivery with photographs of the item and packaging, and we will arrange a replacement or a full refund including delivery charges.

How to raise a request

Start a return, exchange or refund request through the Contact Us link on this site, or email [SUPPORT EMAIL] with your order reference. Complaints that remain unresolved may be escalated to our Grievance Officer, whose details are in our Privacy Policy.