Refunds & Returns

Our Promise

We want you to feel completely confident shopping with Rafayel. If you’re not delighted with your purchase, eligible items may be returned within 30 days of receipt for a refund or exchange, provided they are unworn, in pristine condition, and returned with all original packaging and security tags intact. Returns are inspected by our workshop team before we confirm a refund or exchange. Typical assessment time is 10–14 days from receipt.

What’s eligible for return

• Jewellery that is unworn and in original condition
• All original packaging, certificates, and accessories included
• Rafayel security tag attached (if supplied)

Important: Items showing wear, damage, alteration, or missing components cannot be accepted.

Items that can’t be returned

• Bespoke, made-to-order, or customised pieces (including pieces made to a requested specification, metal, finger size, diamond grade, or engraved)
• Resized items (unless resized by Rafayel under our complimentary period)
• Earrings for pierced ears for hygiene reasons, unless faulty
  These exclusions align with UK distance-selling and custom-made goods norms across jewellery retail.

Faulty or damaged on arrival

If your order arrives damaged or develops a manufacturing fault, contact us immediately with your order number and clear photos. Under UK consumer law you have 30 days from delivery to reject faulty goods for a full refund. After 30 days, we will repair or replace in line with our warranty.

How to start a return

1. Email info@rafayeldiamonds.co.uk with your order number and reason for return/exchange.
2. We’ll issue return instructions and a Return Authorisation (RA) number.
3. Pack the item securely in the original box with all documentation.
4. Use a fully insured, tracked service. Keep your receipt and tracking.

Returns remain your responsibility until they reach us. Return postage is at the customer’s cost unless the item is confirmed faulty upon inspection.

Refunds

• Refunds are issued to the original payment method only
• Please allow 10–14 days after our workshop receives your parcel for inspection and processing
• We’ll email you as soon as your refund has been approved and released to your bank/card provider (their timelines may vary)

Exchanges & ring resizing

• Like-for-like exchanges follow the same eligibility checks as refunds
• We offer complimentary ring resizing (±2 sizes) within 30 days where the design permits; some settings (e.g., full eternity) cannot be resized and may need remaking at cost differences only
• Resizing beyond ±2 sizes or complex settings may incur a workshop fee; we’ll confirm this before proceeding

International returns

International customers follow the same steps. Clearly mark the parcel as “UK return – customer goods” to avoid import charges. Any duties incorrectly applied to a return may be deducted from your refund.

Gift returns

For gifts returned within our window, we can exchange or issue a credit note to the original purchaser (refunds can only go back to the original payment method).

Missing paperwork or certificates

If a diamond certificate or accessory is not returned, we may deduct the replacement cost from your refund.

Lifetime manufacturing guarantee

We stand behind our craftsmanship. Manufacturing faults are covered by our Lifetime Manufacturing Guarantee; normal wear and tear, accidental damage, loss, or issues due to third-party alterations are not covered.