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Sometimes a stone looks right online and simply isn't right in your hand. That is fine. You have 7 days from the day it is delivered to send it back to Authentic Gems for a refund or an exchange. And since you pay Cash on Delivery, you can open the parcel and look at the stone before you hand the rider any money.
Which Stones Can Come Back
We accept a stone back within 7 days of delivery if it is:
- unused, meaning not set in jewellery, recut or altered in any way
- in the condition it reached you, with no new chips or damage
- returned in its original packaging, together with its certificate if one was issued
What We Cannot Take Back
Stones cut to your own instructions, and anything else made to order for you, cannot be returned unless they arrive damaged or not as described. If that happens, tell us within the same 7 days.
Starting a Return
- Within 7 days of delivery, message or call us on WhatsApp (the number is on our contact page) or email hello@authenticgems.pk.
- Tell us your order number and, briefly, why you are returning it. If you think the stone differs from its listing, photos help.
- We will send you the return instructions. Pack the stone carefully in its original packaging so it travels safely.
How Refunds Work
Once the stone is back with us in Karachi, we check that it is the same stone and in the same condition. We then process your refund within 3-5 business days. Orders are paid in cash on delivery, so the refund goes to you by bank transfer, and we will ask for the account details we need.
Swapping for Another Stone
Prefer a different stone to your money back? Pick one from the shop and mention it when you ask for the return. If the new stone is priced higher or lower than the first, we settle the difference with you.
A Question First Saves a Return
Most returns can be avoided by asking before you order. Every listing is one stone photographed as it is, and we are happy to send more photos or measurements, or tell you about any known treatment. See how we check stones on our authenticity page, and delivery times and charges in the shipping policy.
