RETURNS & REFUND POLICY
At Ceylon Gem Vault, we stand behind the quality and authenticity of our products. We want you to be completely satisfied with your purchase. This Returns & Refund Policy outlines the conditions and procedures for returns, exchanges, and refunds.
Return Policy
30-Day Return Window
We offer a 30-day return period from the date you receive your item. To be eligible for a return, the item must meet the following conditions:
- Item must be unused, unworn, and in the same condition you received it
- Item must be in its original packaging with all certificates and documentation
- Gemstone certification (if provided) must be returned with the item
- Jewelry must not show signs of wear, resizing, or alteration
Non-Returnable Items
The following items cannot be returned or exchanged:
- Custom-designed or personalized jewelry pieces
- Items marked as final sale or clearance
- Gemstones or jewelry that have been resized, modified, or altered
- Items damaged due to misuse, accident, or normal wear and tear
How to Initiate a Return
Non-Returnable Items
To start a return, please follow these steps:
Step 1: Contact Us
Email us at [[email protected]](mailto:[email protected]) within 30 days of receiving your item. Include your order number, the item(s) you wish to return, and the reason for the return.
Step 2: Receive Return Authorization
We will review your request and provide you with a Return Authorization (RA) number and return shipping instructions within 2 business days.
Step 3: Package Your Item
Securely package the item in its original packaging, including all certificates, documentation, and accessories. Include your RA number on the package.
Step 4: Ship the Return
Ship the item to the address provided using a trackable shipping method with insurance. We recommend using a signature-required service for valuable items.
Return Shipping Costs
Return shipping costs are the responsibility of the customer, except in the following cases:
- We sent you an incorrect item
- The item arrived damaged or defective
- There was an error in our product description
In these cases, we will provide a prepaid return shipping label or reimburse reasonable return shipping costs.
Refunds
Inspection and Processing
Once we receive your returned item, we will inspect it to ensure it meets our return conditions. This inspection typically takes 2-3 business days. We will notify you by email once the inspection is complete.
Refund Timeline
If your return is approved:
- Refunds will be processed within 5-7 business days of approval
- Refunds will be issued to the original payment method
- Depending on your bank or credit card company, it may take an additional 5-10 business days for the refund to appear in your account
Refund Amount
Your refund will include the purchase price of the item. Original shipping costs are non-refundable unless the return is due to our error (wrong item, damaged item, etc.).
Exchanges
We accept exchanges for items of equal or greater value within the 30-day return period. Common reasons for exchanges include:
- Incorrect ring size
- Different gemstone color or size preference
- Different jewelry style
To request an exchange, follow the same process as initiating a return and indicate that you would like an exchange. If the replacement item costs more, you will be charged the difference. If it costs less, we will refund the difference.
Damaged or Defective Items
If you receive a damaged or defective item:
- Contact us immediately (within 48 hours of delivery) at [[email protected]](mailto:[email protected])
- Provide photos of the damage or defect
- Include your order number and a description of the issue
We will arrange for a replacement or full refund at no additional cost to you, including return shipping.
Product Warranty
All Ceylon Gem Vault jewelry comes with a limited warranty covering manufacturing defects:
- Sterling silver jewelry: 1-year warranty against tarnishing and structural defects
- Gemstone settings: 6-month warranty against stone loss due to setting failure
The warranty does not cover:
- Normal wear and tear
- Damage from misuse, accidents, or improper care
- Alterations or repairs by third parties
- Loss or theft
Authenticity Guarantee
We guarantee that all our gemstones are natural and authentic Ceylon sapphires as described. If any item is found to be misrepresented:
- We will provide a full refund, including all shipping costs
- This guarantee remains valid indefinitely
- Verification must be performed by a recognized gemological laboratory
Special Circumstances
Lost or Stolen Packages
Once an item is delivered and signed for, we cannot be held responsible for lost or stolen packages. We recommend using a secure delivery location. All shipments are fully insured during transit.
Customs and Import Issues
If your package is held by customs or you refuse to pay import duties, and the package is returned to us, we will refund your purchase price minus the original shipping cost and any customs fees incurred.
Contact Us
For questions about returns, refunds, or exchanges, please contact us:
- [email protected]
- +94 77 540 1400
-
606/2, Colombo Road,
Dambulla,Sri Lanka
Your Trusted Gem Partner
Order Cancellations
You may cancel your order free of charge if:
- The order has not yet been shipped (contact us immediately)
- It is not a custom or personalized item
Once an order has shipped, our standard return policy applies.