RETURN AND REFUND POLICY

14-Day Return Policy

SMS Gems offers a 14-day return period for eligible purchases, subject to the terms below and any mandatory consumer-protection rights applicable to your order.

To request a return, contact us at smsgemsltd@smsgems.com with your order details. We will provide the relevant return instructions.

Where permitted by applicable law, returned items should be unworn or unused, unaltered, and accompanied by their original packaging, tags, certificates and security seals where applicable. Please contact us before sending an item back.

Customers are generally responsible for return shipping and insurance costs for change-of-mind returns, where permitted by applicable law. Original shipping costs are non-refundable where the law allows this. These conditions do not limit any rights relating to faulty, damaged, incorrectly supplied or materially misdescribed goods.

Restocking Fee

For eligible change-of-mind returns, a 5% restocking fee may apply only where permitted by applicable law and disclosed before purchase. It will not be applied where prohibited by law or where a statutory refund must be provided without such a deduction.

No restocking fee will be used to restrict applicable rights concerning goods that are faulty, damaged, incorrectly supplied or materially different from their description.

Customized and Modified Items

Specially commissioned or personalized items may be excluded from change-of-mind returns where the applicable law permits this exclusion.

If a gemstone or jewellery item has been resized, engraved, altered, or modified at the buyer's request, its return eligibility will depend on the nature of the modification, the applicable law and the circumstances of the claim. This policy does not exclude rights that cannot legally be excluded.

Damaged, Incorrect or Misdescribed Items

Please inspect your order upon receipt and contact us promptly if it arrives damaged, is incorrect, or materially differs from its listing description. We will review the issue and work toward an appropriate resolution in accordance with applicable law and the relevant sales platform's policies.

Natural Emerald Disclosure

Natural emeralds are commonly included gemstones and may contain jardin, fissures, surface-reaching inclusions, cavities, growth tubes, crystal inclusions, healed fractures, and other natural characteristics.

These features are part of the natural structure of many emeralds. Where accurately represented in the listing photographs, videos, description and available laboratory documentation, they should be considered when assessing the individual gemstone.

This disclosure does not exclude a buyer's rights where an item has undisclosed damage, is materially different from its description, or otherwise qualifies for a remedy under applicable law.

Gemstone Origin, Treatments and Laboratory Opinions

The geographic origin stated in a listing reflects our informed opinion based on the information available, which may include supplier information, provenance, gemstone characteristics and laboratory documentation.

Geographic-origin assessments are expert opinions. Gemstones from different regions can share similar characteristics, and different laboratories may reach different conclusions when examining the same gemstone. A laboratory may also be unable to determine an origin conclusively.

Treatment and grading assessments may likewise vary between laboratories because of differences in testing methods, reference materials and interpretation. Buyers should review the specific listing and accompanying report rather than assume that all laboratories will reach identical conclusions.

We aim to disclose known treatments and accurately represent the information available for each gemstone. A difference between laboratory opinions does not, by itself, establish that a gemstone is synthetic or that a previous report is necessarily incorrect.

Photography and Colour

Photographs and videos are intended to represent the actual gemstone as accurately as possible. Minor variations in perceived colour and appearance may occur because of lighting, photography and individual display settings.

Inspection of Returned Items

Returned gemstones may be compared with the original listing photographs and videos, laboratory documentation, weight, measurements, cutting style, inclusion patterns and other identifying characteristics to confirm that the original item has been returned.

If an item has been altered, recut, subjected to additional treatment, damaged after delivery, or returned in a materially different condition, any refusal or adjustment will be handled in accordance with applicable law and the circumstances of the return.

European Union Right of Withdrawal

For qualifying online purchases covered by EU consumer law, consumers generally have 14 days from delivery to withdraw from the purchase without giving a reason, subject to applicable exceptions.

The rules governing return shipping, handling, inspection, diminished value and refunds will be applied in accordance with the consumer's applicable legal rights. This policy does not remove any mandatory EU or national consumer protections.

Refunds

We will notify you when a returned item has been received and inspected and whether the refund has been approved. Approved refunds will be processed to the original payment method within the timeframe required by applicable law and the relevant marketplace's rules.

Banks and payment providers may require additional time to post the refund. If you have questions about an approved refund, contact smsgemsltd@smsgems.com.