We want you to shop confidently at Prestige Stones. If you're ever not completely delighted with your order, we’re committed to making it right—efficiently, fairly, and transparently.

1. Returns Window

• Jewellery Items: Enjoy a generous 30-day return window from delivery.

• Gemstone Search Purchases: Generally final sale due to supplier restrictions. However, if an issue arises, we will always do our best to liaise with the supplier and secure a return or refund where possible.

• Diamond Search Purchases: Return eligibility varies by supplier. Some are more flexible with natural or lab-grown diamonds. While these are usually final sale, we will assist you as much as possible to obtain a return or exchange if the supplier allows.

• Custom-Made / Bespoke Jewellery: Non-refundable. Each bespoke piece is crafted specifically for you using custom-selected materials. This is an industry standard, and we encourage reviewing all details before placing your order.

2. Eligibility for Returns
Returns are accepted when items:

• Are unused and in original, saleable condition

• Are returned with original packaging and all accompanying paperwork (e.g., certificates, appraisals)
  
  Final-sale items (including engraved or personalized pieces) will always be clearly marked before purchase.

3. Refunds & Processing

• Once your return is received and inspected, we’ll notify you of approval.

• Approved refunds are issued back to your original payment method and usually appear within 5–10 business days, depending on your bank or card provider.

• Card processing fees (3.5–5%) are non-refundable.

4. Exchanges & Defective Items

• If an item arrives defective or damaged, we will arrange a replacement promptly.

• Please indicate during the return process if you prefer an exchange rather than a refund.

• Bespoke pieces are handled case-by-case due to their custom nature.

5. Late or Missing Refunds
If your refund has not arrived after the expected timeframe, please check with your bank or card provider first. If still unresolved, contact us directly and we will assist in tracking it down.

6. Damaged or Incorrect Orders
If your item arrives damaged or incorrect, please notify us immediately. We will fast-track a resolution, offering either a replacement or a full refund.

7. Gemstone Search Purchases
These are generally final sale due to supplier restrictions. However, we will always advocate on your behalf to secure a return or refund if possible.

8. Diamond Search Purchases
Diamond Search orders—whether natural or lab-grown—may be eligible for return depending on the supplier’s policy. While many suppliers treat these as final sale, some are more flexible. We will work closely with them to assist you in securing a return or exchange wherever possible.

9. Custom-Made / Bespoke Jewellery (Non-Refundable)
Custom-made and bespoke jewellery cannot be refunded, as each piece is crafted to your exact requirements using materials sourced specifically for you. This policy is standard across the luxury jewellery industry to ensure fairness and transparency.