Refund policy

At Antwerp Gems, we specialise in high-value, rare, and investment-grade gemstones. Due to the unique characteristics, market sensitivity, and security requirements of these items, all returns are subject to strict conditions.

1. Return Eligibility

Returns will only be considered if all of the following conditions are met:

A return request is submitted within 24 hours of confirmed delivery (applicable only to eligible items; statutory rights may apply depending on purchase type)
The item remains in its original, unused, and unaltered condition
The product has not been removed from its sealed or tamper-evident packaging (where applicable)
All original packaging, certificates, seals, and documentation are intact and unmodified
Valid proof of purchase is provided
The item has not been exposed to cleaning, treatment, or third-party handling

2. Non-Returnable Items

The following items are strictly non-returnable:

Custom-cut, bespoke, or commissioned gemstones
Investment-grade or one-of-a-kind stones
Items removed from sealed or tamper-evident packaging
Any item showing signs of handling, wear, or alteration
Sale, discounted, or promotional items

3. Return Authorization (Mandatory)

All returns require prior written authorisation.

To request a return:

Contact info@antwerpgems.be within 24 hours of delivery
Provide full order details and reason for return
Await written approval and return instructions

Unauthorised returns will be refused and returned at the sender’s expense.

4. Inspection & Verification

All returned items are subject to a comprehensive inspection, including:

Authentication verification
Condition assessment under magnification
Certification cross-checking

Antwerp Gems reserves the right to reject any return that fails inspection or shows discrepancies.

5. Return Shipping Requirements

Returns must be sent via a fully insured, tracked, and signature-required service
Shipments must be insured for the full purchase value
All return shipping costs are the responsibility of the customer
Antwerp Gems accepts no liability for items lost, delayed, or damaged in transit

Failure to comply will result in rejection of the return.

6. Damaged or Incorrect Items

Claims must be reported within 24 hours of delivery.

You must provide:

Clear photographic evidence
Images of original packaging
Order details

Late claims will not be accepted.

7. Restocking & Handling Fees

Approved returns may be subject to a restocking fee of up to 20%, reflecting inspection, handling, and market risk.

8. Right of Refusal

Antwerp Gems reserves the right to refuse any return at its sole discretion, particularly in cases involving concerns over authenticity, handling, or market value fluctuation.