Returns Policy
If you are ordering a gemstone please be sure to read our important note below. We give you 30 days to approve gemstone in the comfort of your home. When returning gemstone, please ensure items are returned as sent, with all packaging and tags attached. Gemstone must be unworn and not modified. Your normal statutory rights are not affected.
How Do I Return a Item
Before you can return an item you need to be issued with a RETURNS AUTHORISATION ID, which you can receive by emailing returns@nexusgems.com. We will then send you an email with instructions on how to return the items to us. Please note that we do not cover the cost of the return postage.
Please ensure no damage is caused to the gemstone whilst in your care.
Guarantee
You may return your order within 30 days for a full refund. Our products are fully guaranteed to be free from defects or bad craftsmanship and only of natural origins (unless clearly stated). All products are certified by ISI or GIA certification legislation which guarantees the materials have been passed by approved gemstone certification agency.
How Long Do Refunds Take?
Once you have sent the gemstone back to us and we have had a chance to unpack it and inspect it we will issue you with an immediate refund. To keep you informed, we will send you an email letting you know that we have issued your refund to the same card or payment method you used when buying your gemstone from us. (Pay pal etc).
Please note that refunds can take 3 – 5 days to actually show up on your card. This is not due to us stalling but down to your card company which can take that long to process the refund.
How Do I Cancel An Order Before Dispatch?
If at any time you would like to cancel an order before it has been dispatched, please either call us at 901-414-9966 or email us via our contact page to confirm this. You will need your order number to hand.
How Do I Cancel An Order Before Dispatch?
If at anytime you would like to cancel an order before it has been dispatched, please either call us on 0845 084 1200 or email us via our contact page to confirm this. You will need your order number to hand.
Contact Information
If at anytime you need to contact us, please:
Email us: returns@nexusgems.com.Or
call us on: 901-405-4121
NORMAL TRADING HOURS
Sales Department
9am – 6pm Monday – Friday
Customer Services / Returns Authorisations
9am – 6pm, Monday – Friday
We often work outside these hours too so you are welcome to try us!