Refund policy

(A) Loose Gemstones

Loose gemstones are sold separately and will be accepted by Aestival Gems for a refund (excluding any shipping charges and taxes) only from the buyer identified on the invoice and only if returned in original condition along with supporting documents (i.e. gem ID card and/or identification report), within 7 days from the date of received. You must contact us prior to return via our email at aestivalgems@gmail.com quoting your full name, address, original invoice and the reason of your return. We will then advise you on how to proceed. If a refund and return is approved, the loose gemstone must be returned to us in its original packaging with an express, insured method of shipment such as DHL, Fedex, J&T express or other courier service with insurance.
 
Import taxes imposed by your home country (if applicable) and the postage costs for returning the item are non-refundable and will have to be borne by the buyer.
 
Transactions including returns are processed in the original invoiced currency. Therefore the refunded amount may vary in your currency according to exchange rate fluctuations at the time of refund. This generous 7-day period allows you to inspect the stone to your personal taste.

(B) Jewellery Items 

Please note all our jewellery items are custom-made pieces in limited quantity. We do not accept return or exchange on our custom-made jewellery items, unless faulty. Please note that once invoiced, the order cannot be changed or cancelled.

Goods are classified as faulty if they are received damaged. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. If the item you received is damaged upon collection, please write to us at aestivalgems@gmail.com and provide us photos of the faulty item as soon as possible. Faulty item is applicable for a return and refund within 7 days upon receiving your order.

We will notify you of the approval or rejection of your refund and return via email.

Buyers are required to bear the shipping costs for returns of faulty item. Buyers are responsible for all goods sent until they arrive at Aestival Gem. If approved, your refund will be processed and the refunded amount will be credited to your original payment method within 7 working days. Please note that credit/debit card refunds may take up to 10 business days to complete, subject to processing times depending on bank. This can vary greatly between card issuers, and unfortunately we are unable to influence this.