Return Policy

Last Updated: February 10, 2026

Return Window

Due to the nature of our custom gemstone sourcing and certification services, returns are evaluated on a case-by-case basis. We are committed to customer satisfaction and will work with you to resolve any concerns.

Standard Return Period

• Australia: 14 days from delivery
• China, Hong Kong, Taiwan, Japan: 14 days from delivery

Note: Return period begins upon confirmed delivery as shown by courier tracking.

Eligibility for Returns

Acceptable Return Reasons

• Misrepresentation: Gemstone does not match the specifications provided
• Certification Discrepancy: Independent lab report conflicts with our documentation
• Damage in Transit: Item arrived damaged (must be reported within 24 hours of delivery)
• Wrong Item: Incorrect gemstone was shipped

Non-Returnable Items

• Custom-cut gemstones created to specific specifications
• Gemstones that have been altered, modified, or set after delivery
• Items not returned in original condition with all documentation
• Returns requested beyond the applicable return window

Return Process

Step 1: Contact Us

Contact us immediately through the contact form on our About page with:

• Order number and date
• Detailed reason for return
• High-quality photographs of the gemstone
• Copy of any relevant certification or documentation

Step 2: Return Authorization

Our team will review your request and issue a Return Authorization (RA) number if approved. DO NOT ship items back without an RA number.

Step 3: Verification (if applicable)

For certification discrepancies:

• We may request independent re-certification at our expense
• Gemstone may be sent to a mutually agreed-upon laboratory
• Results will determine eligibility for return or exchange

Step 4: Return Shipping

• Defective or Incorrect Items: We cover return shipping via insured courier
• Customer Preference Returns: Customer is responsible for insured return shipping
• All returns must be shipped via insured express courier with full tracking
• Items must be securely packaged in original condition

Refund Process

Inspection and Processing

Upon receiving your return:

• Gemstone will be inspected to verify condition
• Documentation will be reviewed
• Processing typically takes 5-7 business days
• You will be notified of the inspection results

Refund Methods

• Refunds will be issued to the original payment method
• Processing time varies by payment provider (typically 5-10 business days)
• Original shipping costs are non-refundable (unless item was defective or incorrect)
• Certification fees are non-refundable

Exchanges

We are happy to facilitate exchanges for:

• Different gemstone specifications from our available inventory
• Alternative gemstone types or colors
• Size or cut variations

Exchange availability is subject to current inventory. Price differences may apply.

Re-Certification Option

If you have concerns about a gemstone's characteristics or certification:

• We can arrange independent re-certification through a laboratory of your choice (GIA, GRS, SSEF, AIGS)
• If results differ significantly from our original documentation, we will cover re-certification costs and accept the return
• If results confirm our documentation, re-certification costs are the customer's responsibility

Country-Specific Considerations

Australia

Under Australian Consumer Law, you have rights for major failures and consumer guarantees. This policy works alongside, not instead of, your rights under Australian Consumer Law.

China

Returns Comply with China's Consumer Protection Law. Luxury goods special provisions may apply.

Hong Kong

Returns processed in accordance with Hong Kong's Sale of Goods Ordinance.

Taiwan

Consumer protection rights under Taiwan's Consumer Protection Act are preserved.

Japan

Returns processed in accordance with Japan's Consumer Contract Act and Commercial Code.

Damaged or Defective Items

Immediate Inspection Required

Upon delivery:

• Inspect the package for signs of damage
• Open and examine gemstones immediately
• Document any issues with photographs
• Report damage within 24 hours of delivery

Claims Process

• Contact us immediately with photos of damage
• We will file an insurance claim with the courier
• Replacement or full refund will be arranged promptly
• No cost to customer for damaged item returns

Contact for Returns

For return inquiries or to initiate a return, please contact us through the contact form on our About page. Include all relevant details to expedite the process.