Fine jewellery is bought slowly and returned rarely, but it does happen, and the terms should be clear before you buy rather than after.
The window
The returns window for a stock piece is the period stated in your written quotation or invoice. That period governs, and it takes precedence over anything written on this page.
What can be returned
A stock piece — anything from a collection, bought as shown and not altered for you — may be returned within the window, provided it is unworn, undamaged, and returned complete: the piece itself, its box, and every document that came with it, including any laboratory report. A missing report makes a piece substantially harder to resell and we cannot accept a return without it.
What cannot be returned
Bespoke commissions. A piece designed and made to your specification cannot be returned or exchanged, because it cannot be sold to anyone else. This is standard across the trade and it is why the commission process has approval points at the drawing and the wax — those are the moments to change your mind, and changing it there costs nothing.
Pieces altered for you. A resized ring, a shortened chain, an engraved surface. Once we have worked on a piece to your instruction it is no longer stock.
Earrings, for hygiene reasons, unless the piece is faulty.
Faulty pieces
None of the above affects your rights if a piece is faulty or is not as described. Tell us and we will examine it. If a fault is ours — a setting that has failed, a stone that has moved, work that does not match the specification — we will repair it, remake it, or refund it, and we pay the shipping in both directions.
Wear is not a fault. Claws thin, rhodium plating wears off white gold, and enamel can be damaged by an ultrasonic cleaner. We repair all of these, and we would rather do it than have someone else do it, but they are servicing rather than warranty work.
How a return works
- Write to mail@gemplaza.net with your invoice number and tell us what you would like to do.
- We will confirm in writing whether the piece is returnable, and give you a return reference and an address.
- Send the piece back insured, by a method that can be tracked, in its original packaging. Do not declare it as a gift or under-declare its value on the customs paperwork; it will be delayed or seized.
- We examine it on arrival, usually within three working days, and confirm the outcome to you in writing.
Until the piece reaches us it is your responsibility, which is why insurance matters.
Refunds
Shipping charges are refunded where the return is because of a fault or because a piece was not as described. Where a piece is returned by choice, the original shipping is not refunded and the return shipping is yours.
Duties and taxes paid on import are usually reclaimable from your own customs authority rather than from us. We will supply whatever documentation you need to make that claim.
Exchanges
We are happy to exchange a stock piece for another within the same window, on the same conditions. Any difference in price is settled either way.
Repairs and servicing
Separately from returns, we service what we make. Bring or send a piece back and we will look at it. Ask before you let anyone else take a torch to an enamelled or lac-filled piece, because heat and vibration are the two things that damage traditional work.
Contact
mail@gemplaza.net · Gem Plaza Private Limited, Khetan Bhawan, M.I. Road, Jaipur, Rajasthan 302001, India.