Refund & Return Policy
Last updated: 14 May 2026
Authenticity Guarantee
Every gem is verified. If a gem is proven to misrepresent its certification or origin, you are entitled to a full refund.
5-Day Return Window
Buyers have 5 business days from delivery to request a return for eligible items.
Mediated Disputes
If you and the seller cannot agree, our team will mediate and make a binding decision within 7 business days.
Final Sale Items
Custom-sourced gems and items marked 'Final Sale' are non-refundable except in cases of misrepresentation.
Return Eligibility
Eligible for Return
- Gem does not match the certified specifications listed (weight, colour, origin, or treatment status).
- Gem arrives visibly damaged or with undisclosed chips, fractures, or inclusions not noted in the listing.
- Incorrect gem delivered (wrong stone, shape, or significant weight discrepancy).
- Certification documents are missing, altered, or proven to be inauthentic.
Not Eligible for Return
- Change of mind after purchase is confirmed.
- Minor colour variation due to photography lighting or screen display differences.
- Items explicitly listed as 'Final Sale' at the time of purchase.
- Custom-sourced gems procured specifically at the buyer's request.
- Return requests submitted after the 5-business-day window has elapsed.
- Gems that have been set, modified, or altered after delivery.
Return Process
Initiate a Return Request
Log into your account and navigate to your Dashboard. Select the relevant inquiry and click 'Request Return'. Provide a clear reason and supporting photographs if applicable. This must be done within 5 business days of confirmed delivery.
Seller Review Period
The seller has 48 hours to review and respond to your return request. They may accept the return, propose an alternative resolution, or contest the claim with supporting documentation.
Gem Inspection (if required)
For contested returns, we may require the gem to be shipped to our Colombo office for inspection by a certified gemologist. Return shipping to our office is covered by GemVault Ceylon in cases of verified misrepresentation.
Resolution & Refund
Once a return is approved, the seller arranges a prepaid return shipping label. Upon receipt and confirmation of the gem's condition, your refund is issued to your original payment method within 5–7 business days.
Shipping & Insurance
Return shipping for accepted returns is covered by the seller via a prepaid, fully insured label. Buyers must use the provided label — we cannot reimburse self-arranged shipping.
Gems must be returned in their original packaging with all accompanying certificates. Losing a certificate may incur a replacement fee borne by the buyer.
We strongly recommend photographing the gem and packaging before return shipment as evidence of condition.
Need Help?
If you have a concern about a purchase or need guidance on starting a return, our buyer protection team is ready to assist.