Refund policy


Last Updated: 26 September 2026

Gem n Tonic supplies jewellery primarily to approved retailers, professional buyers and other trade customers through our B2B wholesale platform.

Please review this policy before placing an order.

1. B2B Orders

Unless expressly agreed otherwise, orders placed through our wholesale platform are considered business-to-business transactions.

Wholesale products are not supplied on a general “change of mind” return basis.

Nothing in this policy excludes rights or remedies that cannot lawfully be excluded.

2. Made-to-Order and Personalised Jewellery

Many Gem n Tonic products are made, finished or prepared specifically for each order.

We do not normally accept returns, exchanges or cancellations for:

  • Personalised jewellery

  • Custom-made jewellery

  • Engraved jewellery

  • Fingerprint jewellery

  • Handwriting jewellery

  • Coordinate jewellery

  • Name jewellery

  • Products made to customer specifications

  • Products modified at the customer's request

  • Products manufactured using customer-supplied designs, files or instructions

3. Wholesale Products

Products cannot normally be returned because the buyer:

  • Changes their mind

  • Ordered an incorrect quantity

  • Selected an incorrect product or specification

  • No longer requires the products

  • Is unable to resell the products

  • Experiences slower-than-expected retail sales

Any discretionary return requires prior written authorisation from Gem n Tonic.

4. Faulty, Damaged or Incorrect Products

Please inspect products promptly after delivery.

If an order arrives damaged, defective or incorrect, contact us as soon as reasonably possible and preferably within 14 days of delivery at:

hello@gemntonic.com

Please provide:

  • Order number

  • Business name

  • Product/SKU

  • Quantity affected

  • Description of the problem

  • Clear photographs or video

  • Packaging photographs where transit damage is involved

Please retain the products and packaging while we investigate.

5. Remedies

Where a claim is accepted, depending on the circumstances and applicable law, Gem n Tonic may provide:

  • Repair

  • Replacement

  • Replacement of the affected quantity

  • Store credit

  • Refund

  • Another mutually agreed solution

6. Customer-Supplied Information

The buyer is responsible for checking personalisation and product specifications before submitting an order.

We are not responsible for errors caused by incorrect customer-supplied information, including incorrect:

  • Names

  • Initials

  • Dates

  • Coordinates

  • Measurements

  • Engraving

  • Artwork

  • Uploaded files

  • Product or variant selections

7. Cancellations

Production may begin shortly after an order is accepted.

Cancellation or amendment requests should be sent immediately to:

hello@gemntonic.com

Cancellation cannot be guaranteed once materials have been allocated, sourcing has begun or production/personalisation has started.

8. Authorised Returns

Products must not be returned without prior written authorisation.

Where a return is authorised, we will provide return instructions.

Unless the return results from an accepted Gem n Tonic error or defect, the buyer may be responsible for return shipping, insurance, customs documentation and associated charges.

9. Refunds

Approved refunds will normally be returned through the original payment method unless another arrangement is agreed.

We normally initiate an approved refund within 5–10 business days after the return has been received and inspected or the claim has otherwise been approved.

Bank or payment-provider processing times may vary.

10. Damage After Delivery

Gem n Tonic is not responsible for damage resulting from:

  • Improper handling

  • Accidents

  • Incorrect storage

  • Inappropriate chemicals or cleaning products

  • Unauthorised repair or alteration

  • Failure to follow jewellery-care instructions

  • Normal wear and tear

This does not limit applicable rights relating to a defect that existed when the product was supplied.

11. Mandatory Rights

Nothing in this policy excludes or limits a statutory right or remedy that cannot legally be excluded.

If a purchaser qualifies legally as a consumer rather than a business customer, applicable mandatory consumer rights remain unaffected.

12. Contact

Gem n Tonic is operated by GEM TONIC SINGLE MEMBER P.C., a company registered in Greece.

Registered Office:
143 Chrysostomou Smyrnis Ave
162 31 Vyronas, Greece

Registration No.: 188939802000
Phone: +30 211 008 5010
Email: hello@gemntonic.com