Refunds & Returns
Last updated 13 October 2026
We want every Sevenstones piece to be right for you. If it is not, you may return it on the terms below. This policy forms part of our Terms & Conditions and applies to orders placed on sevenstonesjewellery.com with Sevenstones. It does not affect the statutory rights you have as a consumer in your country of residence.
1. Return window
You may return a piece for a refund or exchange if you tell us within 14 days of the day it is delivered to you. Once we have issued your return authorisation, please send the piece back within 14 days.
2. Condition of returned pieces
To be accepted for a full refund, a piece must come back:
- unworn, undamaged and unaltered, with no signs of resizing, polishing or repair by anyone other than Sevenstones;
- in its original Sevenstones box and pouch, with all packaging, tags and documents supplied;
- with its original diamond grading report (for example GIA or IGI) and any warranty or authenticity card issued with it. The report is part of the piece — a returned stone is checked against it before any refund is made.
If a piece arrives worn, damaged or altered, or without its grading report, we may decline the return or, where the law of your country requires us to accept it, deduct the reduction in value — including the laboratory fee to re-certify a stone whose report is missing. We will always tell you before making any deduction.
3. Pieces that cannot be returned
The following are made or altered for you personally and cannot be returned or exchanged unless they are faulty:
- pieces engraved at your request;
- pieces resized at your request, including the complimentary resize;
- bespoke and custom-designed pieces, and pieces made to measurements or specifications you provided;
- pierced earrings whose hygiene seal has been removed.
4. How to start a return
- Write to us through the Contact page with your order number and the piece you would like to return. A return is not accepted until we have confirmed it in writing.
- We will reply with a return authorisation and a prepaid, fully insured DHL Express label, and arrange a collection from your address if you prefer.
- Pack the piece in its box with its grading report and documents, inside the outer DHL packaging. Please do not write anything on the parcel that suggests it contains jewellery.
- Keep the DHL receipt and tracking number until your refund has been confirmed.
5. Return shipping and insurance
Return shipping is free when you use the prepaid label we send you. The parcel is insured for its full value by us while it travels back to our atelier, so you carry no risk in transit. If you choose to send a piece back another way, you are responsible for its cost and for insuring it for its full value, and the piece remains at your risk until it reaches us.
6. Refunds
- Every returned piece is inspected by our gemologists in Hong Kong and checked against its grading report.
- Once the return is approved, we refund you within 10 working days of the piece reaching our atelier. We will email you when the refund is issued.
- Refunds are made to the original payment method only, in the currency you paid. Your bank or card issuer may take a further 5–10 business days to show the credit, and any exchange-rate difference applied by your card issuer is outside our control.
- We refund the full price of the piece together with the original delivery charge (if any) and the import duties and taxes you paid with your order.
7. Exchanges
To exchange a piece for another design, size or metal, start a return as above and tell us which piece you would like instead. We will dispatch the new piece once the returned one has been inspected. If the new piece costs more, we will ask you to pay the difference; if it costs less, we refund the difference to your original payment method.
8. Cancelling an order
You can cancel an order at any time before it is dispatched by contacting us with your order number. We will refund you in full to the original payment method. Once a piece has been dispatched, the returns process above applies. Bespoke commissions are governed by the terms of the quotation you accepted.
9. Faulty or damaged pieces
If a parcel arrives damaged, or a piece is not what you ordered, please tell us within 48 hours of delivery and keep all packaging. Every piece also carries a 2-year warranty against defects in materials and workmanship. Faulty pieces are repaired, replaced or refunded at no cost to you, outside the 14-day window and regardless of the exclusions in section 3.
10. Resizing
One complimentary resize within 30 days of delivery is included where the design allows. A resized piece can no longer be returned, so if you are unsure about the size, please contact us first — we would rather exchange the piece for the right size.