The 7-day window
You have 7 days from the day your parcel is delivered to tell us you want to return a stone. You do not need to give a reason, although it helps us to know.
Conditions
- The stone must be unset. Once it has been set in a ring or pendant, or had any work done on it, we cannot take it back.
- It must come back as we sent it: no chips, no recutting or repolishing, ideally in its original box or pouch with the SKU label.
- Lab testing is fine. Having a stone tested does not affect your return, as long as it comes back unset and undamaged.
How to start a return
- Message us from the Contact page or email hello@realgems.pk within 7 days of delivery.
- Include your order number and the SKU of the stone, for example RG-C1042.
- We reply with the return address and simple packing advice.
- Send the stone by a tracked courier and share the tracking number with us.
Please contact us before sending anything, so we know to expect it and can match it to your order.
Who pays for the return courier
If you have simply changed your mind, you pay for the return courier. We pay it if we sent the wrong stone, if it arrived damaged, or if it is not as described on its page. In those cases, keep your courier receipt and we add that cost to your refund.
How refunds work
Because you paid in cash, we refund by bank transfer. When the stone is back with us and we have confirmed it is the one we sent, in the same condition, we transfer your refund within 5 working days. We ask for your account details by email at that stage, never before.
A change-of-mind refund covers the price of the stone. The original delivery charge is not refunded in that case.
If a lab disagrees with our description
If any gem lab finds that a stone is not the natural gem we described, we refund in full, including the original delivery charge, and we cover the return courier too. Send us a copy of the lab's report with your return request, within the 7-day window. You can read more about what we check, and what we do not, on our how we check page.
Damaged on arrival
If a stone arrives chipped or the parcel was clearly damaged in transit, message us within 7 days with a photo of the stone and the packaging. We will sort out the return at our cost.