Refund policy
1. 30-day returns: ready-to-wear and standard made-to-order pieces
You have 30 days from the date of delivery to change your mind about a piece, for any reason. This covers ready-to-wear jewellery and standard made-to-order pieces from our catalogue - including rings made to your chosen metal and ring size, and ring-builder combinations of a standard setting with your chosen diamond or gemstone.
One condition matters: the piece must be back in our hands at Aurika Gems within 30 days of the delivery date. Telling us you want to return is not enough on its own - returns that arrive after day 30 cannot be accepted. Contact us at info@aurikagems.com or 020 3150 4646 as soon as you decide, and post the piece early using an insured, tracked service, because time in transit counts towards the 30 days. For change-of-mind returns you arrange and pay for insured, tracked return postage. This does not affect your statutory rights, and we cover return postage for faulty items.
This 30-day promise is Aurika's own enhancement and goes further than UK law requires: your statutory right is 14 days to tell us you are cancelling and a further 14 days to send the piece back, and nothing in this policy reduces that. It also covers the 14-day cooling-off right for customers in the EU.
This 30-day promise applies to orders placed online or by phone. For pieces bought in person at our Hatton Garden showroom, the law gives no automatic change-of-mind right, so returns are at our discretion - though your faulty-goods rights always apply.
To qualify for a full refund, the piece must come back unused and unworn, in its original sellable state and original packaging, with everything it arrived with: accessories, presentation box, all tags attached and undamaged, and all diamond or gemstone certificates. Returns are not accepted if the tags have been removed or damaged. We can reduce a refund if the piece has lost value through handling beyond what was needed to inspect it.
2. Custom-designed and engraved jewellery: no change-of-mind returns
We cannot accept returns or give refunds for custom-designed or engraved pieces, except where the piece is faulty. Under the Consumer Contracts Regulations 2013 (regulation 28(1)(b)), goods made to your personal specification or clearly personalised are exempt from the right to cancel.
For this policy, a piece is custom-made - and therefore non-returnable - only when it is: designed for you from scratch, or beyond our standard catalogue designs, to your own specification; altered beyond the standard options at your request; or engraved. Once a piece has been engraved it is treated as custom-made, whatever it started as.
Choosing from our standard options never makes a piece custom-made: your metal, your ring size, and any diamond-and-setting combination built in our ring builder all stay fully returnable under section 1.
The same applies after delivery: once a piece has been resized or otherwise altered at your request, it cannot be returned or exchanged, unless faulty. We will always tell you before work begins if your order falls under this section, so there are no surprises.
3. If something goes wrong: faulty goods
Nothing in this policy affects your statutory rights. Under the Consumer Rights Act 2015, every piece - custom-made, engraved, ready-to-wear or made-to-order - must be as described, of satisfactory quality, and fit for purpose.
If a piece is faulty or not as described, you have a 30-day short-term right to reject it for a full refund. After that, we will repair or replace it; if that is not possible or does not resolve the problem, you have a final right to a refund. For faulty items we cover the cost of return postage or arrange insured collection.
4. How to make a return
1. Email info@aurikagems.com or call 020 3150 4646 within the return window, with your order number and the reason for the return. We will confirm your return and how to send it.
2. Include a short cover letter in the parcel with your name, order number, contact details, and the reason for the return, so we can process it quickly.
3. Send the piece to: Aurika Gems, Suite 19, 88-90 Hatton Garden, London EC1N 8PN. Use an insured, tracked service - the piece is your responsibility until it reaches us, so please keep the proof of postage and tracking number.
4. Pack everything: the product itself, all accessories, the original packaging, every tag attached and undamaged, and every certificate supplied with the diamond or gemstones. Returns missing certificates, tags, or accessories cannot be accepted in full.
5. Refunds
We will email you once your return arrives and has been inspected, and confirm whether the refund is approved. Approved refunds go back to your original payment method within 14 days of us receiving the returned piece. Banks and card providers can take a few further days to show the credit.
For cancelled ready-to-wear orders we also refund the standard outbound delivery cost. A refund can be reduced where a piece has lost value through handling beyond reasonable inspection.
6. Exchanges and resizing
Exchanges follow the same rules as returns: eligible pieces within 30 days, in original condition. The simplest route is to return the original piece for a refund and place a new order, so your new piece is reserved immediately.
Resizing is free for 1 year from the delivery date on rings we made. Contact us within that year and we will arrange insured collection and return. One thing to be sure of before you ask: once a ring has been resized at your instruction, it cannot be returned or exchanged - though your faulty-goods rights are never affected.
7. Lifetime aftercare and 6-month warranty
Every Aurika piece carries lifetime aftercare: cleaning, inspection and re-polishing. Our jewellery is also covered by a 6-month manufacturing warranty against defects in materials or workmanship. This excludes normal wear, accidental damage and work carried out by another jeweller. The warranty is in addition to, and does not affect, your statutory rights.
8. Dispatch and delivery
Every piece is made to order and dispatched within 15 calendar days, with free insured shipping. If you need a piece sooner, call us on 020 3150 4646 and we will always try to help.