Refund and return policy

How returns, exchanges and refunds work at Raza Gems: 30 days to ask, our authenticity guarantee, and how fast you get your money back.

Last updated: 5 November 2026

30 days to ask: request a return within 30 days of delivery.
Our mistake, our cost: wrong, damaged or not-as-described items get a full refund, including shipping.
Change of mind: loose gemstones and ready-made jewellery can be returned unused, with their certificate and packaging. You pay the return shipping.
Made for you: custom jewellery and stones cut or set to order can't be returned unless faulty.
Fast refunds: paid back to your original payment method within 5 business days of our inspection.

On this page

What you can return
Our authenticity guarantee
What we can't take back
Damaged or wrong item
How to return an item
Refunds
Exchanges
Your rights
Contact us

1What you can return

You can return loose gemstones (not cut, re-cut or set to your order) and ready-made jewellery (not resized, engraved or altered), as long as:

you contact us within 30 days of delivery;
the item is unused, unworn and unaltered;
it comes back with its Raza Gems certificate, any lab report and the original packaging.

2Our authenticity guarantee

We describe every stone as accurately as we can: species, weight, size, treatment and origin where known. If an independent, recognised laboratory (such as GIA, IGI, GRS, Gübelin, SSEF or AGL) finds that a stone is not as we described — for example synthetic, or treated when we said untreated — we refund the full price and the lab's testing fee. Please send us the lab report within 30 days of delivery.

3What we can't take back

Unless an item is faulty or not as described, we can't accept returns of:

custom or bespoke jewellery made to your design;
stones cut, re-cut, calibrated or set at your request;
items that have been worn, resized, engraved or altered;
items marked Final sale, and gift cards.

Every natural gemstone is unique. Small colour differences caused by screens or lighting are not a fault.

4Damaged or wrong item

Tell us within 48 hours of delivery and send photos (an unboxing video helps). We arrange collection at our cost and send a replacement or a full refund — your choice.

5How to return an item

Email info@razagems.com or WhatsApp +971 58 585 8602 with your order number and the reason.
We reply within 2 business days with your return authorisation and address.
Send the item with a tracked, insured courier. Items lost on the way back are your responsibility unless we arranged the collection.
We inspect it within 2 business days of arrival and confirm by email.

We can't accept returns sent without our authorisation.

6Refunds

Approved refunds are paid within 5 business days of inspection, to your original payment method.
Your bank or card provider may take another 5–10 business days to show it. Tabby refunds follow Tabby's own process.
Cash on Delivery orders are refunded by bank transfer.
For change-of-mind returns, the original shipping fee is not refunded.

7Exchanges

Exchanges follow the same 30-day window and conditions. If the new item costs more or less, we charge or refund the difference.

8Your rights

This policy follows UAE Federal Law No. 15 of 2020 on Consumer Protection and does not affect your legal rights. If you are unhappy with how we handled your request, you can contact the UAE Ministry of Economy or Dubai Economy and Tourism (DET) consumer protection services.