Refund policy

International orders

Due to complexity of international logistics, we do not offer returns and refunds for international orders outside of Australia. Please contact us if you have any questions or requests. We are very happy to send additional photos and videos of a jewel or gemstone as required. We also setup digital consultations with videoconferences and videocalls to view and discuss gemstones and jewels of interest.  

 Australian orders

For Australian orders, our return policy is as follows.

For our loose gemstones, we have a 14-day return policy. You have 14 days after receipt of item to initiate a return order.

For our 'ready to ship' jewellery, we have a 14-day return policy, provided there have been no alterations or resizing. You have 14 days after receipt of item to initiate a return order.

There is no return on 'bespoke' and custom made jewellery. Please take extra care when deciding your piece and confirming your order as we are unable to provide refund.

Unfortunately, we cannot accept returns on sale items or gift cards.

Return eligibility:

To be eligible for a return, your item must be in the same condition that you received it, unworn, and in its original packaging. You’ll also need the receipt or proof of purchase. You must also return all certificates of authenticity for the gemstones and jewellery.

Return process:

To start a return, you must first contact us at info@ceylonstones.com.au

If you have not received a written approval of return from us, we will not offer refunds for products that have been sent back to us.

In your email, please include 1. Reason for return, 2. Attach photos / videos of the items and their condition, 3. Proof of purchase

If your return is accepted, we’ll send you a return shipping number, as well as instructions on how and where to send your package.

After approved for return, please note that you will be responsible for returning the item(s) to us. Return packages must adhere to the following rules.

  1. The customer must pay for the cost of return postage.
  2. All of items must be securely packed in protective packaging (e.g. bubble wrap and cushioning pellets) in durable postal boxes to be protected during transit.
  3. The item must be returned through an express courier service.
  4. The items must be covered by insurance for the return transit till delivery to us. We are not liable for any damage to the items during the return transit.
  5. The items must be trackable and must require signature for delivery.

Upon safe receipt of the return order, we will inspect the jewellery and the gemstones.

Once we confirm all items have been returned with no damage, unworn, in their original packaging, along with any other documentation (e.g. certificates), we will get in touch to confirm next steps.

Damage and issues during delivery of items to you
Please inspect your order upon delivery of items. You have 3 business days after receipt of goods to let us know if the item was defective, damaged during transit or if you received the wrong item. Contact us immediately so that we can evaluate the issue and make it right. 


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Warranty policy

We take extreme care in making our jewellery and perform rigorous quality checks. However, mistakes can happen. If a manufacturing fault occurs, we will cover the repair of the jewellery or offer a replacement piece at no cost to you.

Ceylon Stones will cover repair of jewellery pieces or offer replacement pieces for a manufacturing defect during the twelve month warranty period, starting from the date of purchase.

Please note that we will not cover everyday wear and tear, accidental damage, damage from neglectful use and damage to coloured stones and diamonds.

While the coloured gemstones and diamonds are generally hard, they can be damaged, broken, chipped, cracked or lost if poorly cared for. This is not covered under warranty.

In addition, jewellery metals such as gold, silver, platinum require proper care. Relative to other metals and other objects (e.g. concrete), they are softer and can be scratched or damaged. We do not cover these damages.

A summary of what we do not consider as manufacturing defects is listed below. Please note that this list is not comprehensive, and we will assess on a case by case basis.

  1. Accidental damage.
  2. General daily wear and tear.
  3. Damage from negligent use and incorrect care (please read our section on how to care for our gemstones and jewellery).
  4. Broken/bent claws or prongs.
  5. Scratches, bending or misshaping.
  6. Minor imperfections, asymmetry and misalignment that arise during manufacturing.
  7. Broken, damaged, chipped or lost gemstones.
  8. Any work including resizes and repairs undertaken by another jeweller.
  9. Natural inclusions and imperfections in gemstones

If another jeweller has undertaken a repair or resizing, the 12month warranty will be voided.

In addition to the above, for standalone gemstone sales, Ceylon Stones does not accept liability for any damages to the gemstone due to handling and work done by other jewellers or craftsmen. This includes 'setting' of gemstone, resizing, engraving, repairing, etc. 

The care of the gemstone passes to the client after it is received by the client. Ceylon Stones is not liable for any damage to the gem after it has been passed to the care of the client.