Refund policy

At SECRETGEM, we want you to feel confident with every purchase. If something isn't right, we're here to help.

30-Day Returns

We offer a 30-day return policy, giving you 30 days from the date you receive your order to request a return.

To be eligible for a change-of-mind return, items must be unworn, unused, with original tags attached and in their original packaging. You will also need your receipt or proof of purchase.

To start a return, email us at support@secretgem.co.uk. If your return is accepted, we will provide instructions on where and how to send your item. Please contact us before sending anything back, as unauthorised returns may not be processed.

For change-of-mind returns, customers are responsible for return postage unless otherwise agreed. This does not affect your statutory rights.

Damaged, Defective or Incorrect Items

Please inspect your order when it arrives. If your jewellery is damaged, defective or incorrect, contact us as soon as possible at support@secretgem.co.uk, including your order number and photographs where appropriate.

We will review the issue and help arrange an appropriate solution. SECRETGEM will cover reasonable return shipping costs for confirmed damaged, defective or incorrect items.

Your statutory rights regarding faulty or misdescribed goods remain unaffected.

Items That May Be Excluded from Change-of-Mind Returns

Unless the law provides otherwise, the following items may be excluded from our voluntary change-of-mind return policy:

Personalised or custom-made items, where applicable legal exceptions apply.
Gift cards, which are not generally eligible for return or refund simply because you have changed your mind.
Sale items may be subject to our voluntary return conditions, but sale purchases retain all applicable statutory rights.

These exclusions do not remove any rights you may have if an item is faulty, misdescribed or otherwise covered by consumer protection law.

Exchanges

If you would like a different item, the simplest option is usually to request a return for your original purchase and place a new order once your return has been approved.

All exchanges and returns remain subject to applicable legal rights and our return conditions.

Your Right to Cancel an Online Order

Under UK consumer law, most online purchases can be cancelled within 14 days of receiving the goods, without giving a reason. After notifying us of your cancellation, you generally have a further 14 days to return the goods.

Our 30-day return policy provides an additional period for eligible change-of-mind returns.

Certain exceptions may apply, including qualifying personalised or custom-made goods. These exceptions do not remove your rights if an item is faulty or misdescribed.

For orders delivered to the European Union, applicable local consumer protection laws, including the 14-day cooling-off period where relevant, will apply.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

Approved refunds will be issued to your original payment method. We will process refunds within the time required by applicable law. For statutory cancellations, refunds are generally due within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first. Other voluntary returns will be processed as promptly as possible.

Please allow additional time for your bank or payment provider to complete the transaction.

If you have questions about a return or refund, contact us at support@secretgem.co.uk.