Returns, Exchanges & Refunds

Return Period

For eligible products delivered to consumers in the European Union or European Economic Area, a return or withdrawal request may be submitted within 14 calendar days after delivery.

Please contact Ceylon Sapphire within this period before sending a gemstone back. Returns sent without prior instructions may be delayed or refused where permitted by law.

Return Eligibility

To qualify for a return, the gemstone must be returned in the same condition in which the gemstone was received. The gemstone must be unused, unworn, unset, unaltered and free from damage occurring after delivery.

Original packaging and every certificate, laboratory report, presentation box, seal and document supplied with the order must be included.

Starting a Return

Send a return request through the website contact page and include the order reference, product name and a short description of the request.

Return instructions and the approved return address will be supplied after the request is reviewed. Please do not send a gemstone to an address shown on a parcel or invoice without first receiving written return instructions.

Return Shipping

For a change-of-mind return, the buyer is responsible for return shipping costs. The return must use tracked delivery, signature confirmation, secure protective packaging and insurance covering the gemstone’s full value.

Ceylon Sapphire cannot accept responsibility for a return parcel before the parcel is received. The buyer may also be responsible for any loss in value caused by handling beyond what is reasonably necessary to inspect the product.

Faulty, Damaged or Incorrect Products

If a product arrives damaged, is materially different from its published description, or is not the product ordered, please contact Ceylon Sapphire promptly. Include the order number, a description of the issue and clear photographs of the gemstone and packaging.

Do not set, alter, polish, recut, repair or return the gemstone before receiving instructions. Where a claim is accepted, an appropriate remedy will be provided in accordance with applicable consumer law. This may include a refund, a replacement where available, or reimbursement of reasonable return-delivery costs.

Exchanges

Exchanges may be considered for eligible products, subject to availability. Because natural gemstones are unique, an identical replacement may not be available. Another gemstone or a refund may be offered where appropriate, and any price difference will be charged or refunded.

Refunds

After the returned product has been received and inspected, Ceylon Sapphire will notify the buyer whether the return has been accepted.

Approved refunds will be issued to the original payment method. Where required by applicable law, the refund will include the original standard delivery charge. Additional costs arising from premium or expedited delivery may not be refundable beyond the standard delivery amount.

The refund will be initiated within the period required by applicable law after the accepted return is received, or after acceptable evidence of return is supplied. The payment provider may require additional processing time.

Deductions and Missing Items

A reasonable deduction may be applied when the gemstone has been damaged, scratched, set, mounted, polished, recut or otherwise altered after delivery, or when supplied certificates, documentation, packaging or accessories are missing or damaged.

Custom and Personalised Orders

The statutory right of withdrawal may not apply to products made to the customer’s specifications, personalised or engraved products, or gemstones altered, recut, mounted or set at the customer’s request. Any applicable exclusion will be communicated clearly before purchase.

This section does not limit rights relating to faulty, damaged, incorrect or materially misdescribed products.

Certificates and Laboratory Reports

Every original certificate or laboratory report supplied with a gemstone must be returned with the product. Certificates must not be damaged, altered, marked, laminated or separated from identifying information.

Customs and International Returns

The buyer must follow the supplied return instructions and accurately complete all customs documentation. Where legally appropriate, the shipment should be identified as a returned purchase.

Import duties or taxes paid directly to a government authority may need to be reclaimed from that authority and may not be refundable by Ceylon Sapphire.

Contact

Return requests must be submitted through the Ceylon Sapphire contact page. The approved return address will be provided after the request has been accepted.

Contact Ceylon Sapphire

This policy does not exclude or restrict mandatory consumer rights that apply to the purchase.