Refund policy

Custom Orders

Custom orders are individually designed to your specifications.

- A non-refundable design fee of $1,000 is required to initiate any custom project.
- A 50% non-refundable deposit is due upon order confirmation.
- The remaining balance is due upon completion and must be paid prior to delivery or pickup.

Custom orders are non-returnable and non-refundable under any circumstance.

Return & Exchange Policy

We strive for your complete satisfaction. However, due to the nature of fine jewelry and gemstones:

In-Store Purchases:
- In-stock jewelry may be exchanged or returned for store credit within 14 days of purchase, provided it is in original, unworn condition with tags intact and receipt or proof of purchase.

Online Purchases:
- We accept returns for store credit only within 14 days of delivery, for eligible in-stock jewelry, provided it is in original, unworn condition with tags intact and receipt or proof of purchase.
- Client is responsible for insured return shipping.

- All returned items are subject to inspection and must be unworn, undamaged, and in original packaging.

- Custom designs, and sale items are final sale.

- Custom, altered, or special-order items are non-returnable.

We reserve the right to decline any return that does not meet these conditions.

To start a return, you can contact us at sales@pbgems.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at sales@pbgems.com.

Damages & Issues 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

European Union 14 Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.