Refund and Returns Policy

Return & Refund Policy

Buy with Confidence

At Aira Gems Ltd, we want you to purchase with complete confidence. Every gemstone we sell is individually photographed, inspected, and carefully documented before dispatch. If you are not completely satisfied with your purchase, we offer a straightforward return process subject to the conditions below.

14-Day Return Policy

You may request a return within 14 calendar days of receiving your order.

To qualify for a refund, the gemstone must:

  • Be returned in its original, unused condition.
  • Be free from scratches, chips, cracks, abrasions, or damage.
  • Be returned with all original packaging.
  • Include all certificates, reports, invoices, authenticity cards, and accessories supplied.
  • Be the exact gemstone originally supplied by Aira Gems.

Return Authorisation Required

Please contact us before returning any item.

Returns sent without prior authorisation may be refused.

To request a return, please provide:

  • Order Number
  • Full Name
  • Reason for Return
  • Photographs of the gemstone (if requested)

Once approved, we will provide detailed return instructions.

Security & Identification

To protect both our customers and our business against fraud, every gemstone is carefully documented before shipment.

Depending on the gemstone, we may record:

  • High-resolution microscopic photographs
  • Natural inclusion mapping
  • Weight measurements
  • Dimensions
  • Optical characteristics
  • Certificate numbers
  • Internal identification records

All returned gemstones undergo a detailed gemological inspection before any refund is approved.

If a returned gemstone does not match our records, the return will be rejected.

Condition of Returned Items

Returned gemstones must not:

  • Be worn
  • Be mounted into jewellery
  • Be altered
  • Be polished
  • Be recut
  • Be treated
  • Be cleaned using abrasive methods
  • Show any sign of damage or misuse

Any item returned in a different condition from when dispatched may be refused or may incur a deduction from the refund amount.

Non-Returnable Items

The following items cannot be returned unless faulty or supplied in error:

  • Custom-cut gemstones
  • Custom jewellery
  • Bespoke orders
  • Engraved products
  • Special-order gemstones sourced specifically for a customer
  • Gift cards

Inspection Process

Every returned gemstone is inspected by our gemological team.

Inspection may include:

  • Identity verification
  • Weight verification
  • Dimensional measurement
  • Microscopic inclusion comparison
  • Certificate verification
  • Damage assessment

This process normally takes 3–5 business days after receipt.

Refunds

Once the inspection has been completed and the return approved:

  • Refunds will be issued to the original payment method.
  • Processing normally takes 5–10 business days, depending on your payment provider.

Original shipping charges are non-refundable unless:

  • We shipped the wrong item, or
  • The item arrived damaged.

Return Shipping

Unless the return is due to our error, customers are responsible for:

  • Return shipping costs
  • Insurance
  • Secure packaging
  • Tracking service

We strongly recommend using a fully insured and tracked delivery service.

Aira Gems is not responsible for items lost or damaged during return transit.

International Returns

Customers outside the United Kingdom are responsible for:

  • Return shipping costs
  • Customs declarations
  • Import/export documentation
  • Any applicable duties or taxes

Refused Returns

A return may be refused if:

  • The gemstone has been swapped.
  • The gemstone has been damaged.
  • Certificates are missing.
  • Packaging is incomplete.
  • The return falls outside the return period.
  • Evidence of alteration or treatment is found.
  • The item was mounted or used after delivery.

If a return is refused, the item will be returned to the customer at their expense.

Damaged or Incorrect Orders

Please inspect your order immediately upon delivery.

If your parcel arrives:

  • damaged,
  • incomplete,
  • or incorrect,

please notify us within 48 hours of delivery and include photographs of:

  • the packaging,
  • shipping label,
  • and the item received.

Natural Gemstone Disclaimer

Natural gemstones are unique creations of nature.

Minor variations in:

  • colour,
  • inclusions,
  • growth features,
  • shape,
  • optical effects,

are natural characteristics and are not considered defects.

Product photographs are taken under professional lighting to represent each gemstone as accurately as possible. Colours may vary slightly depending on your monitor or mobile device settings.

Fraud Prevention

To protect genuine customers, Aira Gems actively investigates fraudulent return activity.

Any attempt to:

  • substitute gemstones,
  • return counterfeit items,
  • intentionally damage products,
  • abuse the returns process,
  • or provide false information

may result in the return being rejected and, where appropriate, reported to the relevant authorities.

Contact Us

If you have any questions about our Return & Refund Policy, require assistance with a return, or need help with your order, our customer support team will be happy to assist you.

Aira Gems Ltd

Address
2, The Mount
Coventry
United Kingdom

Telephone
+44 7405 851194 (WhatsApp)

Email
info@airagems.com

Showroom Visits
By Appointment Only

Business Hours
Monday – Sunday: 10:00 – 18:00

Bank Holidays
Open on most UK bank holidays (excluding December and January).

Need Help?

Before returning any gemstone, please contact us first to obtain a Return Authorisation. This allows us to guide you through the process and ensure your return is handled quickly, securely, and efficiently.

We aim to respond to all enquiries within one business day.

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