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Return Policy


A buyer may return any product that has not been worn or used within 14 days of delivery for a full refund. The buyer will be responsible for the return shipping costs. Please ensure that an item to be returned or exchanged is accompanied with the original proof of purchase with all original packaging and paperwork

You should expect to receive your refund within four weeks of submitting your package to the return shipping company; however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipping company (5 to 10 business days), the time it takes us to process and assess your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item purchased online, simply follow the steps outlined below:

1. To return a purchase, simply print out our Returns Form, fill it in and ship it with the goods to initiate a return.

2. Please return the item/s in the original packaging (including all boxing, certificates and invoice) to ensure the item arrives back to us in the original condition in which it was sold. All boxing, instructions, receipts and warranties, as applicable, must be included with the return or exchange of a watch. Items must be unworn, undamaged and unaltered.

3. Ship the return package to the following address. We suggest using a registered eParcel through Royal Mail, Fedex or other International Couriers to:

Attn: Web Sales
Masterway Gems
Apt 12257 Chynoweth House
Trevissome Park, Truro
Cornwall
TR4 8UN
United Kingdom

Please note: Receipts from our online orders cannot be processed as an exchange, refund or credit through a physical store and therefore must be returned via this online process. Store purchases must also be returned to the original place of purchase for any post purchase process.

All returns are subject to inspection by our staff before a refund is processed this is to ensure an item has been unworn, undamaged and unaltered. Once your return has been processed we will notify you via e-mail of your refund. We will refund you in the same tender used to pay for the original order, excluding any delivery charges, within 25 business days of receiving your returned item. This time period includes the transit time for us to receive your item (5 to 10 business days), the time it takes us to process and assess once we receive it (3 to 5 business days), and the time it takes your bank to process the refund request (5 to 10 business days).

Please note it is the customer’s responsibility and cost to return the item back to Masterway Gems. Unfortunately Masterway Gems cannot be held accountable for any items lost in the mail, original shipping/handling costs or additional costs incurred. 

Items found to be worn, scratched, altered or damaged will not be refunded and will be returned to sender. Refunds will be processed in the same tender used for the original purchase. 

Masterway Gems will provide a remedy to any major or minor faults assessed. This remedy is in the form of a repair, exchange or refund as per United Kingdom Consumer Rights Laws.

For help with your refund or exchange please contact our friendly staff via our Contact Us page.

Money Back Guarantee

Masterway Gems is dedicated to making sure that your online purchase is perfect however, if your purchase isn’t quite right, our 14-day money back guarantee gives you time to make sure you are happy. You can return or exchange your purchase of jewellery or gem that has not been worn or altered within 14 days from delivery, except in the case of a non-refundable special order. This is jewellery that is bespoke or made to order by the customer to specific requirements. Please return the item/s in the original packaging (including all ticketing, boxing and receipts) to ensure they arrive in the original purchase condition. All packaging, instructions, receipts and warranties, as applicable, must be included with the return or exchange of a watch. All Masterway Gems orders must be returned to the original place of purchase.

Please note it is the customer’s responsibility to return the item to Masterway Gems. Unfortunately Masterway Gems cannot be held accountable for any items lost in the mail and your original shipping/handling or other additional costs will not be refunded. Masterway Gems will pay for the postage for any faulty items being returned. All items purchased online cannot be returned direct to stores. All returns without a receipt can only be exchanged or converted to a gift card at current price, minus any current promotional discount.

In-store purchases are treated differently to online orders and must be returned to the original place of purchase with all accompanying original packaging, proof of purchase and the item(s) must be unworn and undamaged. Online orders must be returned via the online process detailed above and cannot be refunded or exchanged in-store. For help with your refund or exchange please contact our friendly staff via our Contact Us page.

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