Return & Exchange Policy

At E Gems Ceylon.com we are guided by a friendly, clear and transparent 10 days Returns Window Policy. With our “No Questions Asked” approach, we will refund your payment, if by any chance you are unhappy with the item or gemstone that is being purchased. Please note at E Gems our return policy is wholly dependent on the item or gemstone that is being purchased. Below are the different types:

  • Loose gemstones, “Ready to be Shipped” pieces
  • Custom, “Made to Order” pieces

Loose gemstones, “Ready to be Shipped” pieces Return Policy:

If by any chance you are unhappy with the loose gemstones (ready to be shipped), these items may be returned with a full refund, strictly within the 10 day return window. During the time you are in possession of the piece, you are entirely responsible for its value and it’s care. After which we will be able to refund the cost amount.

Conditions to be eligible for return :

  • The item must be returned completely unchanged.
  • The item must be returned undamaged.
  • The item must be returned in its original and unused condition.
  • The item returned would be subject to inspection by E Gems quality control team.
  • The product should be returned along with original invoice, packaging, documentation, certifications and free gifts if any.

In case of a damaged package:

  1. Inform the delivery personnel and take pictures of the packaging in front of the delivery personnel. The delivery personnel will update it as damaged on their system.
  2. Open the packaging and check if the content inside the metal box is damaged. Take pictures of this as well.
  3. Email the pictures to egemshome@gmail.com mentioning the delivery tracking code (Invoice No)

International shipments may be subject to customs fees, import duties, taxes, and other charges. These additional charges required for customs clearance are the responsibility of the recipient.

Important notes:

In the circumstance the item has been altered in any way or form, chipped/ nicked, damaged, set, scratched, has a different weight, the item will not be received for a full refund.

  • Please note that Shipping Charges, TAX/VAT and Duties are not refundable.(Estimated Shipping cost and Insurance chargers are shown in the invoice)
  • Return shipment is at the customers cost
  • In case the payment is made through a credit card, the payment processing charges (5%) charged by Bank Payment Gateway is non-refundable.
  • Any lab certificate that may have been custom ordered besides the free certificate supporting the item, shall not be refunded in the return payment.
  • Returns will take 30 days to process.

Custom, “Made to Order” pieces Return Policy:

Any custom created (made to order) item placed by the customer cannot be returned under the returns policy. The customer can instead request for a store credit after the return of the original item to us (subject to inspection by E Gems quality control team). We will be able to refund 75% of your invoice value, for use against future purchases on our website In the case an item has been created with a specific customization (each situation will have reserved rights) we will contact you about a change in our return policy as it will not meet our standard returns policy.

Conditions to be eligible for return :

  • The item must be returned completely unchanged.
  • The item must be returned undamaged.
  • The item must be returned in its original and unused condition.
  • The item returned would be subject to inspection by E Gems quality control team.
  • The product should be returned along with original invoice, packaging, documentation, certifications and free gifts if any.

Important notes:

In the circumstance the item has been altered in any way or form, chipped/ nicked, damaged, set, scratched, has a different weight, the item will not be received for a full refund.

  • Please note that Shipping Charges, TAX/VAT and Duties are not refundable.
  • Return shipment is at the customers cost
  • In case the payment is made through a credit card, the payment processing charges (5%) charged by Bank Payment Gateway is non-refundable.
  • Any lab certificate that may have been custom ordered besides the free certificate supporting the item, shall not be refunded in the return payment.
  • Returns will take 30 days to process.

FAQ’s: Returns & Exchanges Policy

  1. When does the 10-Day Return Period Start/End?
  2. The 10-Day period starts from the day that the item has been signed and received from our shipping partners. The 10 day return period ends exactly 10 days (240 hours) after the item had been signed for. Under any circumstance if an extension in this period is required, get in touch with our customer service team and they will be able to assist.

  3. I purchased multiple loose gemstones. I like one of them. Can I return the remaining items?
  4. Yes, under our “No Questions Asked” approach, you can indeed return the other gemstones strictly within the 10 day return window.

    In the circumstance the item has been altered in any way or form, chipped/ nicked, damaged, set, scratched, has a different weight, the item will not be received for a full refund.

    • Please note that Shipping Charges, TAX/VAT and Duties are not refundable.
    • Return shipment is at the customers cost
    • In case the payment is made through a credit card, the payment processing charges (5%) charged Bank Payment Gateway is non-refundable.
    • Any lab certificate that may have been custom ordered besides the free certificate supporting the item, shall not be refunded in the return payment.
    • Returns will take 30 days to process.
  5. I have lost the lab certificate and original packaging of the product. Could I still return the item?
  6. We do require the full contents of the original delivery when returning the item strictly within the 10 day return window. Including certificates, invoices, documentations, lab certificates, packaging, documents, discount coupons if any, etc. that were sent along with the item purchased. In the event you have misplaced any of the documents, you may not be eligible for the full refund. Instead you will still be eligible for a partial replacement / Store Credit. In the case an item has been created with a specific customization (each situation with reserved rights) we will contact you about a change in our return policy as it will not meet our standard returns policy.

    Contact our customer service team for any further queries based on your request.

  7. I would like to return a loose gemstone. How should I send it?
  8. In the event you wish to return a piece, please take the following steps:

    1. Before the 240 hour 10 days return window, create a Return Me… A (RMA) number through your login account on our website.
    2. Once your item has been accepted, your RMA number (Return Materials Authorization) will be generated, notifying us that you wish to return the piece. Our customer support team will first check the details and get intouch with you.
    3. Ensure to keep all original objects that accompanied the piece e.g. Original Product Certificate and Original/Copy of Invoice, packaging, documentation, lab certificates, discount coupons, etc.
    4. Before the 10 day return window ends (240 hours) prepare to dispatch the item to the E Gems registered office.
    5. Pack the items carefully and send only through a reputed courier service provider with insurance for the package. We suggest and recommend you send our product back through a reputable logistic partners like BRINKS, FedEx, DHL, EMS assure careful handling until delivery. , minimizing the risk involved related to delays, misplaced goods or theft of the item. Be sure to send the courier to the correct address, as available on our Contact Us.
    6. Ensure to update your tracking details into your login account on our website or share the details with our customer service team.
    7. Ensure your chosen courier service provider 100% accepts gemstones, astrological products, considering their value and the insurance.
Get In Touch

We always happy to touch with customer and you can get touch in 8.00 a.m. - 5.00 p.m. LKR time.

No.70 ,B Sri Sumana Rd, Ratnapura, Sri Lanka, Postal: 70000

egemshome@gmail.com

+94 74 181 6698

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