We are committed to providing a transparent, secure, and high-quality experience for all our clients. Below, you will find our policies covering shipping, returns, refunds, and terms for international customers.

Please note that Origin Gems™ is a trade name owned by Origin Gems International Ltd. There is a fraudulent company operating under the name Origin Gems Ltd, run by an individual in Indonesia. We are actively working with the police and Companies House to investigate this matter.

If you are approached by any party or through channels not verified by us, please do not engage with them. We are not responsible for any loss or damage caused by this fraudulent entity.

If you have any doubts or concerns, please contact our team immediately.

Gemstones

All gemstones, minerals, and artefacts sold are natural and have been thoroughly checked by our in-house team of experts, unless otherwise stated. In the unlikely event that an item is not as described (e.g., not natural), a full refund will be issued.

GIA, GRS, and other authentic lab reports can be provided upon request for an additional charge. Please note, we are not liable for any errors or mislabeling by these labs, including origin reporting. Origin determination is an educated opinion based on available data and may be subject to change as new information arises.

Due to the natural characteristics of gemstones, variations, inclusions, and slight imperfections are to be expected. We provide full photographs in neutral lighting for your reference. Refunds will not be issued for natural variations or minor imperfections. Colours may appear slightly different on screen due to lighting and device settings; however, we do not use filters or artificially enhance saturation.

Our gemstones are sourced ethically. Our team has personally visited many of the mines from which we source stones. For mines we have not yet visited, we are actively working to document each location within the region. We maintain a vast network of lease holders, local miners, and prospectors with whom we work closely.

We are not politically affiliated and do not support any unethical parties. All suppliers are thoroughly vetted to ensure your purchase does not fund any illicit activities. We do not work with mines employing child labour, and we actively promote responsible mining practices.

Some stones may be sourced through local dealers. To verify origin, we use a comprehensive investigative process that includes obtaining specific information only accessible to those who have visited the mines, such as details about lease holders and mining operations. We also rely on scientific methods, cross-referencing our data with established origin databases.

In cases where origin verification is required, we provide full disclosure on how we reached our conclusions.

Jewellery

All jewellery is handmade unless otherwise stated. For custom orders, we do not accept returns or refunds, except if the gemstone is found to be not natural, in which case we will replace the stone.

Custom orders require full payment before work begins. Some jewellery displayed on our site is for sample purposes only, and slight variations may occur due to the natural variation in gemstones and the handmade nature of our pieces.

Every custom handmade jewellery project includes a design period, which begins after a deposit is paid. Please note that deposits are non-refundable.

Before committing, we offer a free pre-design consultation to discuss your ideas and ensure we are aligned. Once you decide to proceed, the paid design period starts. During this time, you may request minor adjustments to tailor the design to your preferences.

After the design is finalized and approved by you, we will stamp and sign the final version. At this point, no further changes can be made, as crafting of your piece will have commenced.

Contracts

Some projects may involve formal contracts—such as monthly gemstone supply, agreements with mine leaseholders, educational services, or other specialised sales. Once signed, these contracts are legally binding.

While changes to a contract (e.g., adjusting the quantity of gemstones) can be discussed, they are not guaranteed and may be subject to an additional fee. However, there is a 14-day grace period from the date of signing during which minor terms may be amended without charge.

Please note that deposits are non-refundable.

If you wish to terminate a contract before its agreed term, a valid reason must be provided, and our team must be notified at least 2 months in advance. Similarly, contracts may be paused or cancelled by our team in exceptional cases—such as mine closures or other unforeseen circumstances—in which case a clear explanation will be given.

All contract terms will be clearly outlined in writing and must be signed by the client or party involved.

If you have any questions regarding contracts, please contact our Client Advisory Team.

Our Guarantee

All items are sold as described, and we fully guarantee their authenticity. In the rare event that an item is found to be non-genuine, we will issue a full refund.

For our protection and to ensure a fair process, the item must be returned to us for inspection. This is to confirm that it has not been damaged, tampered with, or altered. Once our investigation confirms that the returned item is indeed the same as the one originally shipped—and is not authentic—a full refund will be issued, no questions asked.

If the returned item is not the same as the one we shipped, we reserve the right to retain the item, report the matter to authorities, and decline any refund.

Return shipping costs are initially covered by the customer, but will be reimbursed if the item is confirmed to be non-genuine after our investigation.

To initiate a claim, the client must provide reasonable evidence suggesting the item is not genuine. In such cases, a report from a reputable laboratory—such as GIA, GRS, or other recognised gemological institutions—can be submitted (at the customer’s expense).

While we take great care to verify the authenticity of all items, particularly when sourced from local dealers, we acknowledge that occasional errors can occur and are committed to correcting them.

If the item is found to be genuine, no refund will be issued, and the customer will be responsible for covering the cost of shipping the item back to them.

Shipping

We ship all products either from our UK office or, in certain cases such as contract-based or sourcing projects, directly from the country of origin, such as Pakistan. All shipments are fully traceable and insured up to the declared value of the item, unless otherwise stated.

It is the client’s responsibility to research and comply with their own country’s import regulations. All customs duties, VAT, and handling fees imposed by government agencies must be paid by the client. If a package is returned due to non-payment of these fees, no refund will be issued. The item will be held at our office, and the client must pay for a new shipping label if they wish the item to be re-sent.

All items are securely packed to ensure safe transit. If an item arrives damaged, the client must notify us within 3 days of delivery and provide clear photographic or video evidence. In some cases, the item may need to be returned or examined in person as per our team’s instructions. Return shipping fees are the client's responsibility during this process.

Since most parcels are insured, we will submit a claim with the shipping provider. If the courier confirms the damage occurred during transit, we will issue a full refund. If the item is found to be undamaged or if the issue occurred after delivery, no refund will be issued.

If an item is lost in transit, we will file a claim with the courier after the required waiting period. If the courier confirms the item is lost and the claim is approved, a full refund will be issued.

Delivery times may vary depending on the selected service and seasonal conditions. While we offer fast shipping, we cannot guarantee exact delivery dates due to possible courier delays.

Orders—excluding sourcing projects, contract-based purchases, or handmade jewellery—may be cancelled within 24 hours of purchase. Please contact us as soon as possible. After 24 hours, cancellations are not guaranteed.

Sourcing Projects

For one-time or multiple out-of-contract projects, all the above terms apply. To be clear, deposits are non-refundable.

Copyright

All photographs and information, unless otherwise stated, are the property of Origin Gems and may not be reproduced or used without permission from our team.

For contact information or further clarification, please visit our contact page.