Returns, Exchanges & Refunds

The return window

Request a return within 30 days of the date the carrier records delivery. The request has to reach us inside that window; the piece itself may arrive with us afterwards, provided you ship it within 7 days of our approving the return.

A return is a full refund of what you paid, including the duties and taxes we prepaid on your behalf. There is no restocking fee and no return shipping charge.

Condition we can accept

A returned piece has to arrive in the condition it left us, so that the next customer receives it as new.

• Unworn, unaltered and free of scratches, sizing marks or resizing carried out elsewhere
• Complete with the original box and any grading report supplied with the stone
• With the security tag still attached and unbroken, where one was fitted

A missing grading report is the single most common reason a refund is delayed. The laboratory charges to reissue a report, and that cost is deducted from the refund if the original is not returned with the piece.

Pieces that cannot be returned

The following are final sale. Where a piece is final sale, the product page and your written quote say so before payment.

• Made-to-order and custom-designed pieces, once the specification is approved
• Engraved or otherwise personalized pieces
• Earrings, where they have been worn, for hygiene reasons
• Pieces damaged, altered or serviced by anyone other than Purael

A final-sale piece is still covered by the warranty. If a manufacturing defect appears, we repair or replace it regardless of the return window.

How to return a piece

1. 01Email support@purael.com with your order number and the reason for the return. A photograph helps if the piece arrived damaged or does not match the description.
2. 02We reply within 24 hours with a return authorization and a prepaid, insured return label for your country.
3. 03Repack the piece in its original box with all documents, seal the parcel and attach the label. Do not write Purael or jewelry on the outside of the parcel.
4. 04Hand the parcel to the named carrier and keep the drop-off receipt until your refund is confirmed — it is your proof of shipment while the parcel is insured in transit.

Returns shipped without an authorization and our label are not insured by us, and we cannot accept responsibility for a parcel lost that way.

Inspection and refunds

1. 01We confirm receipt on the day the parcel arrives and inspect it within 3 business days. Inspection covers the stone against its grading report, the metal, the setting and the accompanying documents.
2. 02Once the piece passes, we issue the refund within 5 business days to the original payment method. We cannot refund to a different card or account.
3. 03Your bank or card issuer then takes its own time to post the refund — usually 3 to 10 business days, and longer for some international cards.

If a piece arrives worn, altered or incomplete, we photograph what we received, email you the assessment and offer either a partial refund reflecting the cost of restoring it or a free return of the piece to you. We never dispose of a returned piece without your written instruction.

Exchanges

To exchange a piece for a different design, metal or stone, place the new order and return the original within the 30-day window. Handling it as two transactions means your new piece is reserved and in production straight away rather than waiting on the return.

A change of ring size is not an exchange. The first resize is free within 60 days of delivery for designs that can be resized.

Damaged, faulty or incorrect items

If a piece arrives damaged, faulty, or is not the piece you ordered, tell us within 48 hours of delivery and send photographs. We arrange collection at our cost and either replace the piece or refund it in full, at your choice. This applies to every order, including made-to-order pieces, and is in addition to your statutory rights.

Cancelling before dispatch

A stocked order can be cancelled for a full refund at any time before it is dispatched. A made-to-order piece can be cancelled without charge until you approve the final specification; after that, production has begun and the piece becomes final sale.