Legal
Return & Refund Policy
A 14-day return window applies to eligible stones, and we ask that any damage or discrepancy be reported within 48 hours of delivery.
1. Return window
You may return an eligible stone within 14 days of the delivery date, for any reason. To be eligible, the stone must be unused, in its original condition and packaging, and returned together with its original certificate/gem identification report and the original invoice.
2. What can't be returned
Stones that were custom-cut, specially sourced, or otherwise personalized to your order are not eligible for return unless they arrive damaged or materially different from the listing. This exception does not apply to standard heat-treatment or other treatment already disclosed on the listing at the time of purchase.
3. Reporting damage or a discrepancy
If a stone arrives damaged, or does not match its listing or certificate, tell us within 48 hours of delivery at info@ceylonvault.org, with your order reference and photos of the item and its packaging. If the courier's outer packaging looks tampered with or damaged on arrival, please note this with the courier (or refuse the parcel) before opening it, wherever possible.
4. How to start a return
Email info@ceylonvault.org with your order reference and the reason for return. We will confirm eligibility and provide a return address and instructions.
5. Return shipping
Unless the return is due to our error (wrong item shipped, or a discrepancy from the listing/certificate), return shipping is at your cost and risk. Returns must be sent by an insured, trackable courier for the full value of the stone; we are not responsible for a return lost or damaged in transit that was not insured. Where the return is due to our error, we will cover insured return shipping.
6. Refunds
Once we receive and inspect the returned stone, we will process your refund to the original payment method within 7–10 business days. Refunds are issued in the currency the order was invoiced in (US dollars); if your card or account was charged in a different currency, the amount you receive may vary slightly with the exchange rate at the time of refund. Original shipping fees, customs duties, and insurance premiums are non-refundable.
7. Cancelling an order before it ships
If your order has not yet shipped, contact us as soon as possible and we will cancel it and refund you in full. Once an order has shipped, the return process above applies instead of cancellation.
8. Related policies
This policy should be read together with our Terms & Conditions and Shipping & Delivery Policy.