Refund policy
At Premier Gems, each piece is made or adjusted specifically for you.
As a result, we do not offer returns or refunds on customer orders.
We are happy to offer an exchange for an incorrect ring size on eligible items.
To request a size exchange, please contact us at premiergemsltd@gmail.com within 30 days of receiving your item. Items must be:
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In the same condition as received
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Unworn and unused
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With tags (if applicable)
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In the original packaging
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Accompanied by a receipt or proof of purchase
Once your exchange request is reviewed and approved, we’ll provide instructions on how and where to send your item. Items sent back to us without first requesting an exchange will not be accepted.
Please note that returns and refunds are not offered on customer orders, including custom or made-to-order pieces.
All exchange parcels should be sent to:
Premier Gems
908 17 Ave SW #310
Calgary, AB T2T 0A3
Canada
You can always contact us with any questions at premiergemsltd@gmail.com
Damages and Issues
Please inspect your order when it arrives and contact us immediately if:
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The item is defective
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The item is damaged
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You receive the wrong item
We will review the issue and work with you to make it right, which may include repair, replacement, or resizing, depending on the situation.
Exceptions / Non-Returnable Items
Because our pieces are often custom or customer-specific, customer orders are non-returnable and non-refundable.
We also do not offer returns or refunds on:
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Final sale items
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Gift cards
If you have any questions about whether your item is eligible for a size exchange, please reach out before sending anything back.
Refunds
Because we do not accept returns on customer orders, refunds are generally not offered.
In rare, exceptional cases (for example, where an issue cannot be resolved through repair, replacement, or resizing), a refund may be considered at management’s discretion. If a refund is approved, it will be processed to your original payment method. Processing times may vary depending on your bank or card issuer.
If you believe your situation qualifies for an exception, please email premiergemsltd@gmail.com with your order details and photos, and our team will review your request.