RETURN AND REFUND POLICY

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the exact same condition that you received it: unworn or unused, unaltered, with any original tags/security seals intact, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, you must contact us first at smsgemsltd@smsgems.com. If your return is accepted, we will send you specific shipping instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please Note: Customers are entirely responsible for paying all return shipping and insurance fees. If your country of residence is outside of Türkiye, shipping your goods back may take longer than expected. Original shipping and insurance costs are non-refundable.

12% Restocking Fee

All approved returns for change-of-mind or buyers-remorse are subject to a 12% restocking fee. This fee will be automatically deducted from your final refund amount. This fee covers non-refundable merchant credit card/payment processing fees and inventory processing.

Strict Custom Modification Rule (Strictly Non-Returnable)

Any gemstone or jewelry item that has been customized, resized, engraved, or modified at the buyer's request—including the removal of a gemstone from its original ring mounting or setting—is immediately classified as a custom product. These items are strictly Final Sale and cannot be returned, exchanged, or refunded under any circumstances.

Damages and Issues

Please inspect your order immediately upon receipt. Contact us right away if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned. This includes custom products (such as special orders, altered items, or personalized pieces) and sale items or gift cards. We do not accept returns on sale items.

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

Natural Emerald Disclosure (Type III Gemstones)

Natural emeralds are internationally recognized as Type III gemstones, meaning they are expected to contain significant natural inclusions.

Consistent with internationally recognized gemological practice and the grading standards applied by leading gemological laboratories and major international auction houses, natural emeralds commonly display characteristics including, but not limited to:

• Jardin (natural internal inclusions)
• Surface-reaching inclusions
• Surface-reaching fissures
• Natural cavities
• Growth tubes
• Natural pits
• Crystal inclusions
• Healed fractures
• Microscopic edge abrasions
• Minor girdle irregularities
• Minor natural surface features

These characteristics are natural geological features formed during crystal growth and are not considered manufacturing defects, damage, or evidence that an item is "not as described," provided they are accurately represented in the listing photographs, videos, written description, and/or accompanying laboratory certificate.

Buyers acknowledge that natural emeralds are not expected to be flawless, and microscopic examination or extreme magnification may reveal additional natural characteristics that are not visible under normal viewing conditions.

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Inspection Upon Return

Every returned gemstone is carefully examined upon receipt.

Inspection may include comparison against:

• Original listing photographs
• Original listing videos
• Laboratory certificate
• Weight
• Measurements
• Shape and cutting style
• Natural inclusion pattern ("fingerprint")
• Surface characteristics

Returns must contain the identical gemstone originally sold.

If the returned item:

• is not the identical gemstone,
• has been altered,
• has sustained new damage,
• has been recut,
• has received additional treatment,
• has been removed from original security seals,
• or is returned in a condition materially different from when shipped,

the return may be refused or the refund may be adjusted to reflect the reduction in value, where permitted by applicable law

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.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. As noted above, the merchandise must be returned in its original, unaltered condition, unworn or unused, with tags, and in its original packaging.

Refunds

We will notify you once we’ve received and inspected your returned item to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method (minus the 12% restocking fee) within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at smsgemsltd@smsgems.com.