Listed and catalog items may be returned with in 30 days of deliveryunder the following circumstances:

• If the product has a manufacturing defect or quality concern.
• In Certain situations, if the item does not fully meet our expectations, we may review return requests on a case-by-case basis.

To begin the return process, we kindly ask that you contact us at support@oldgemhouse.com with details of your concern. Once your request has been carefully reviewed and approved, we will be happy to share the return instructions with you.

While we do our best to accommodate our customers, the following items arenot eligible for return:

• Orders placed during promotional events or special offers, such as Mother’s Day, Black Friday, or additional discount campaigns.
• Custom-made or personalized items created specifically for you.
• Products that are not part of our regular or listed catalog.
• Return requests submitted after 30 days from the date of delivery.

Please note: After this period, we may be able to assist with repair or exchange services, subject to applicable charges. We kindly request that you contact us in advance to discuss available options.

• Items sent back to our registered address without prior approval.

In accordance with our company policy, returns sent without prior confirmation cannot be accepted or processed. Old Gem House is not responsible for items returned without authorization. To ensure a smooth experience, we kindly ask that youcontact our team before sending any return shipment

Once we receive your returned item, it will be carefully reviewed by our expert quality control team to ensure it meets our return guidelines.
If the item shows signs of wear, damage, rough handling, or third-party modifications, a reasonable
deduction may be applied to the refund amount based on its condition.
We will keep you informed throughout the process and share the quality check results with you, including details of any applicable deductions, before moving forward with the refund.

We’re always happy to assist you. Please feel free to reach out to us using the details below:

Email: support@oldgemhouse.com

WhatsApp: +1 (332) 215-5392
WhatsApp: +44 7782 760209

Once we receive the returned item and it’s inspected, we’ll process your refund to the original payment method within 5-7 business days. Please note that shipping costs are non-refundable, and any applicable taxes or duties for international returns are the responsibility of the customer.

In the rare event that your jewelry arrives damaged or defective, please notify us within 48 hours of receiving your order. We will offer you a replacement or repair service at no additional cost to you. We strive to ensure the highest quality in all our pieces, and we’ll make things right for you as quickly as possible.

For international customers, we do accept returns, but please be aware that return shipping costs are the responsibility of the buyer. Additionally, any customs duties or taxes that may apply are also the customer’s responsibility.

We recommend using a trackable shipping method to ensure your item arrives safely.

For any claim related to damaged, missing, or incorrect items, we strongly recommend sharing a complete, continuous unboxing video. This helps us investigate the issue promptly and provide a faster resolve.

Last Updated: [20/08/2026]

This policy applies to customers located in the European Union who purchase products from Old Gem House.

We want customers to understand their cancellation, return, and refund rights before placing an order. Different rules may apply depending on whether the jewelry is a standard ready-made product or has been customised, personalised, engraved, resized, or made specifically for the customer.

For eligible standard and non-personalised products purchased online, EU customers may withdraw from their purchase within 14 days of receiving the product, without providing a reason.

To exercise this right, the customer must notify us within the 14-day withdrawal period.

This right applies only to products that are eligible for withdrawal under applicable EU consumer law.

Customer need to Share unboxing video.

The 14-day withdrawal right may apply to products such as:

• Ready-made jewelry that has not been personalised or made specifically for the customer
• Standard jewelry designs sold in their existing specifications
• Pre-set diamond jewelry sold in standard configurations
• Loose diamonds sold in standard grades or sizes without customer-specific modification

The product must be returned according to the return instructions provided by our customer service team.

The EU right of withdrawal does not apply to products made according to the customer’s specifications or clearly personalised.

This includes, but is not limited to:

• Rings made or modified to a customer-selected size
• Engraved jewelry
• Jewelry containing names, initials, dates, messages, or other personalised details
• Bespoke or one-of-a-kind jewelry
• Custom-designed jewelry
• Made-to-order jewelry produced according to customer requirements
• Jewelry manufactured according to specific customer measurements
• Pieces created around a specific diamond or gemstone selected by the customer
• Other products created or modified specifically according to the customer’s instructions

These products are considered custom or personalised and therefore cannot be returned or cancelled under the EU 14-day right of withdrawal unless the product is faulty or otherwise subject to mandatory consumer rights.

EU Custom Product Exemption

Custom, personalised, or made-to-order items, including rings made to specific sizes, engraved pieces, or bespoke designs, are exempt from the EU right of withdrawal under Article 16(c) of Directive 2011/83/EU and cannot be returned under the withdrawal right unless faulty.

Before purchasing a custom, personalised, engraved, resized, bespoke, or made-to-order product, customers should review the product specifications carefully.

Where applicable, customers may be required to acknowledge before completing their purchase that:

“I understand that this product is custom, personalised, resized, engraved, or made to my specifications and is therefore not eligible for the EU 14-day right of withdrawal under Article 16(c) of Directive 2011/83/EU.”

Customers are responsible for checking all submitted specifications, including ring size, engraving, selected diamond or gemstone, measurements, design requirements, and other customisation details before confirming the order.

For an eligible product, customers must contact us within 14 days from the date the product is received.

Please provide:

• Customer name
• Order number
• Product details
• Date the product was received
• A clear statement that you wish to withdraw from the purchase

Contact:

Email:  support@oldgemhouse.com

Our customer service team will provide the applicable return instructions.

After notifying us of your withdrawal, the product must be returned according to the return instructions provided by our customer service team.

Customers should return products securely packaged and should retain proof of shipment.

Return Shipping: customer pays the return shipping cost.

Any applicable return conditions and instructions will be communicated before the return is shipped.

For an eligible withdrawal, the applicable refund will be processed in accordance with EU consumer requirements after the withdrawal and return requirements have been satisfied.

Refunds will normally be made using the original payment method unless otherwise agreed.

The applicable refund processing timeline and any legally permitted deductions should be communicated to the customer as required.

The custom-product withdrawal exemption does not remove any mandatory rights customers may have when a product is faulty, defective, damaged, or incorrectly supplied.

If you receive a faulty, damaged, or incorrect product, contact us promptly at support@oldgemhouse.com with:

• Order number
• Description of the issue
• Photographs or other supporting information, where applicable

Our team will review the issue and provide the appropriate resolution.

For custom and made-to-order purchases, we may retain records of the specifications confirmed by the customer, including:

• Ring size
• Selected diamond or gemstone
• Engraving details
• Measurements
• Design specifications
• Customisation requests
• Relevant customer communications

These records help confirm the specifications under which the custom product was produced.

Please review the product description carefully before placing your order.

Products marked as:

“Custom,” “Personalised,” “Made to Order,” “Bespoke,” “Engraved,” or similar

may not qualify for the EU 14-day right of withdrawal where they are made according to your specifications or clearly personalised.

By completing an applicable custom order, you confirm that you have reviewed and approved the product specifications.

For questions regarding EU withdrawals, returns, custom orders, or refunds, please contact:

Email: support@oldgemhouse.com