Unhappy with your purchase?

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I understand that it can be difficult buying items that you have not handled.

 

It is very important to me that you are completely satisfied with your purchases and I will gladly provide more detailed pictures and condition reports on request. 

 

You can contact me at any time using the contact details on the website. I also offer a free 30 minutes Zoom call that you can book on the website. Please take advantage of all these services before you purchase, as I am sure that this will help you to make your decision.

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If you are unhappy in any way with your purchase, please contact me immediately upon receipt of the item so that I can resolve your unhappiness. 

 

However, you can cancel your purchase of cut & polished gemstones for any reason even if it is undamaged PROVIDED you do so within 7 (seven) days of the day on which you receive the item. 

 

Cancellation must be done by sending me an email telling me that you are cancelling your purchase.

 

The email must be sent to: alanpoultneygems@gmail.com

 

 

Please read the email address very carefully to ensure that you use the correct one.

 

The item must then be sent to me within 14 (fourteen) days of the day on which you received the item. 

 

You will be deemed to have received the item on the day that the item is signed for irrespective of who actually signs for it if sent by signed for mail/post or on the actual day of delivery if sent by courier/shipper.

 

If you are in the UK, you must use Royal Mail Special Delivery to return the item, unless I ask you to use another method of delivery to return the item. You must insure the item for an amount equal to the purchase price. 

 

You must return the item to the address that I give to you in writing. 

 

If you are outside the UK, you must return the item by the method & to the address that I will give to you once you advise me that you wish to cancel. 

 

Failure to return it to the address that I give to you irrespective of where you are, will negate any entitlement to a refund.

 

The return of the item is at your risk and your cost.

It is essential that you not only package the item properly to protect it but also insure it to the value of the purchase price: if the item is lost or damaged in the return transit I will be unable to refund your purchase price but you should be able call upon your carrier’s insurance. 

If you do not insure the item and it is lost or damaged, I will be unable to make any refund to you. 

 

I will refund the purchase price of the item within 14 (fourteen) days of the day on which I receive the item in its original condition. I will also refund the cost of any delivery charge to you that you may have paid, BUT I will not refund the cost incurred by you in returning the item to me.

 

Regrettably I will not be able to accept a return and will not make any refund where:-

You do not cancel & return the item within 14 days of the day on which you received the item;
Cancellation is not done in the way set out above;
The item is not received by me;

The item is not the item that was sent to you;
The item is received but it is not in the condition that it was sent to you; and
The item was personalised/customised for you i.e. I cut the gemstone specifically for you to meet your requirements.

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However PLEASE NOTE:

 

There will be NO REFUNDS ON ANY ROUGH OR UNCUT GEMSTONE MATERIAL WHETHER IT IS BOUGHT IN PARCELS OR AS AN INDIVIDUAL PIECE! 

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You must satisfy yourself about the rough & request further information, pictures & videos or make contact via Zoom or any of the other available platforms that I use (FACETiME, SKYPE, EMAIL) to satisfy yourself that you wish to purchase the said parcel or single item.

Once agreed & payment is completed the rough will be sent via registered insured mail or via a courier to the address that you give to me.