Policy
Returns & Refunds
Fourteen days to change your mind, and a guarantee that goes further than that if an independent laboratory disagrees with how we graded a stone.
Last updated: 27 September 2026
The short version
In one paragraph
You have 14 days from delivery to return a stone for a refund, provided it comes back unmounted and unaltered. Normally you pay the return shipping. If an independent laboratory grades the stone lower than we did, or we described it incorrectly, we pay shipping both ways and refund in full. Custom settings and accepted trade parcels are not returnable. Everything below is detail on those sentences.
What is covered
The 14-day return
- Loose stones — cut or rough — bought as single items.
- Ready-made jewelry supplied from stock, unworn and unaltered.
- Specimens supplied as listed.
Conditions
- The return is requested within 14 days of delivery. Contact us inside that window; the stone does not have to be back with us by day 14.
- The stone is unmounted and unaltered — not set, not recut, not repolished, not re-oiled, not engraved. Any of those makes a stone unsaleable and ends the right of return.
- It arrives back with everything it left with: the serial, any laboratory report, and the original packaging where you still have it.
- It is returned fully insured for the purchase price, tracked and signature-required. Do not send a valuable stone uninsured — if it is lost in transit to us, the claim is against your shipment.
Who pays
Return shipping, in each situation
| Situation | Who pays shipping | Refund |
|---|---|---|
| You changed your mind — the stone is as described but not for you | You pay return shipping and insurance. | Full purchase price of the stone refunded. Our original outbound shipping is not refunded. |
| An independent laboratory grades it lower than we did — on colour, clarity enhancement or origin | We pay, both ways. Send us the report and we will arrange and fund the return. | Full refund including all shipping, and we refund the laboratory fee. |
| We described it incorrectly in any material respect | We pay, both ways. | Full refund including all shipping. |
| It arrived damaged or did not arrive | Not a return — an insurance claim, which we open and run. See shipping. | Replaced or refunded in full once the claim is settled. |
That second row is the one that matters, and it is deliberately a stronger promise than the trade norm. We publish our own grading assessment, so we should carry the cost of being wrong about it. If you want to test a stone before committing, we would rather submit it to a laboratory for you before it ships — ask, and we forward the fee unchanged.
What is not covered
Exclusions, stated plainly rather than buried
| Not returnable | Why |
|---|---|
| Custom settings and bespoke work | Once a stone is set to your specification the work cannot be undone and the piece cannot be resold. Approve the design before we begin; we will not start until you have. |
| Trade parcels once accepted | Parcels are bought on a stated distribution after you have had the chance to verify weight and grade on arrival. Raise any discrepancy at that point, before the parcel is broken up or resold — after that it cannot be reconstituted. Inspection terms are agreed in writing before purchase: see trade parcels. |
| Stones altered after delivery | Recut, repolished, re-oiled, mounted or engraved. Any of these changes the goods. |
| Requests made after 14 days | With one exception: if a laboratory report later shows we graded a stone wrongly, talk to us regardless of the date. That is a misdescription, not a change of mind, and we will deal with it. |
Process
How to start a return
- Call 888-296-4870 within 14 days of delivery and give us the stone’s serial. No form to fill in and no explanation required for a change of mind.
- We confirm the return in writing, with the address and, where we are paying, the shipping arrangement.
- Ship it insured, tracked and signature-required. Send us the tracking number.
- We inspect and reweigh on arrival — normally the same day it lands.
- Refund to the original payment method once inspection clears. How quickly it reaches you after that is your bank’s or card issuer’s timing, not ours.
If something is wrong with a stone, say so early and say so plainly. We would far rather take a stone back and keep you as a customer than win an argument about a deadline. A dealer’s returns policy is a statement about how confident they are in their own grading — ours is meant to read that way.
This policy sits alongside how we grade and disclose, laboratory reports and shipping and insurance. It does not limit any statutory right you have under the consumer law of your own country, which applies in addition to this policy and overrides it wherever it is more generous. Questions before you buy are welcome — ask us.