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Returns and case-by-case policy

Why gemstone sales are reviewed individually, what to check before you pay or bid, and when we can discuss a resolution, without treating natural stones like catalogue goods.

5 min read

Every stone on this site is a one-off natural crystal with its own colour, inclusions, and character. That is why returns in the gem trade are handled case by case, not like a standard retail SKU. We film every listing so you can judge before you commit. This guide explains how we approach questions after a sale, and what fair inspection looks like before payment.

  • Nothing here creates an automatic right of return. Each situation is reviewed on its facts.
  • Listing video and stills are your primary inspection for distance buyers. Take time with them before you pay or bid.
  • Natural variation (silk, zoning, slight colour shift in different light) is normal and is not misrepresentation on its own.

Why the gem trade works case by case

No two stones are alike

A 1.2 ct oval and another 1.2 ct oval from the same parcel can read completely different face-up. Dealers cannot restock an identical replacement. That is why the trade relies on disclosure and media before sale, not open-ended try-at-home policies.

Colour moves with the mount

The same sapphire can look deeper in a closed bezel, brighter in white gold, or warmer under home lighting than in our daylight-balanced video. Judging colour from memory, a screenshot, or someone else's mount is risky, use our turntable footage as your reference.

We invest in honest media

Turntable video, gallery stills, and 360° frames exist so you see the stone in motion before money changes hands. International buyers especially should treat that media as the inspection. We do not rush a sale on a stone you have not had time to review.

Case by case protects both sides

A blanket return window would invite abuse on high-value one-offs and would still leave honest buyers disappointed when a stone simply does not suit their taste. Reviewing genuine problems individually lets us stand behind our descriptions without pretending every stone can be sent back for preference alone.

What preference alone does not cover

These situations are why we ask you to rely on listing media before you commit. They are not automatic grounds for a return on their own:

  1. Colour or face-up look

    You expected a slightly different blue, pink, or saturation than you see in hand, but the stone matches what our video and description showed.

  2. Change of mind

    You decided against the mount, the project changed, or you simply prefer another stone after purchase.

  3. Normal natural character

    Visible silk, faint zoning, or slight variation between daylight and warm light that was visible or noted in the listing.

  4. Mount and lighting effects

    How the stone reads once set, or under your home or showroom lighting, when it was fairly represented in our media.

When we review a case individually

Contact us promptly with clear detail if you believe the stone is not what we represented. These are the kinds of issues we take seriously:

Issue What we look for
Material misdescription For example heat treated when we listed unheated, or a different species than named on the card.
Synthetic or treated beyond disclosure Laboratory evidence or expert review suggests the stone is not natural corundum (or not as treated as described).
Spec or identity mismatch Carat weight, dimensions, or stone identity materially differ from what was agreed on invoice and shown in the listing.
Drastic difference from listing media The face-up appearance, clarity, or colour is fundamentally unlike what our video and stills showed, not a minor shift in taste.

If you believe there is a genuine problem, message us on WhatsApp with photos or video under the same lighting conditions, reference the listing link, and explain what differs from what we showed. We respond to each case individually and in good faith.

Before you pay or bid

Most post-sale questions are avoided when these are settled upfront:

  1. Watch the full video

    Pause on flashes where light crosses the table. That is where inclusions and zoning show.

  2. Read treatment and specs

    Heat status, carat, cut, and clarity on the card are part of the agreement.

  3. Ask before payment

    Extra angles, cert requests, mount plans, and shipping, settle them in WhatsApp while the stone is still available.

  4. Agree terms in writing

    Price, stone identity, and delivery are confirmed on invoice or message before you pay.

  5. Auction bids are commitments

    If you win, we expect you to complete purchase at the bid tier. Review the returns guide and listing media before you submit.

Shop inquiries and auction wins follow the same honest-description standard. Auction terms add timing and bid-commitment rules; they do not change our willingness to review a stone that proves materially not as represented.

Related

← Gem Intel How to buy → Sri Lanka delivery guide → International buyers guide → Returns FAQs →