Refund and Returns Policy

Gemcy Gems (PVT) LTD — Return & Refund Policy

Last updated: September 16, 2025
Company: Gemcy Gems (PVT) LTD
Website: www.ceylongemcy.com

Registered in: Sri Lanka

1. Overview
We want you to be delighted with your purchase. If you are not satisfied, Gemcy Gems accepts returns and issues refunds or exchanges according to the terms below. This policy applies to purchases made on www.ceylongemcy.com
and covers domestic (Sri Lanka) and international orders.

2. Return window
Standard returns must be requested within 30 days from the date of delivery. Items returned after 30 days are not eligible for a refund, except where required by local consumer laws or where the item is defective. (30-day return windows are common practice among leading jewelry e-tailers.)
3. Eligible condition for returns
To be eligible for a full refund or exchange, items must be:
* Returned in the same condition as delivered — unworn, undamaged, unaltered, and with all original documentation (certificates, reports, packaging, and tags).
* Accompanied by the original invoice or order number.
* Custom-made items, engraved stones, resized rings, or items altered after delivery are not eligible for return unless the return is due to a manufacturing defect or an error on our part.
* Major jewelry sellers require returned merchandise to be in saleable condition and with documentation — we follow the same practice to protect both buyer and seller.
4. Defective, damaged, or incorrect items
If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery with photos and your order details. We will evaluate the claim and — if approved — offer repair, replacement, or full refund. For damage in transit, retain all packaging for inspection by the carrier.

5. International orders & returns
Because we ship internationally, please note:
* International customers should request a return within the 30-day window. Some international returns may require pre-approval and a Return Merchandise Authorization (RMA).
* Unless the return is due to our error (damaged/incorrect/defective items), return shipping costs, customs duties, taxes, and import fees are the responsibility of the customer. In cases where we accept return shipping costs, we will provide instructions and a prepaid label. Several international jewelry retailers place additional restrictions or fees on international returns; international customers may be subject to similar conditions.

6. High-value orders & authentication
All returns for high-value gems (>USD threshold as determined per order) will undergo expert authentication and inspection. Refunds will be processed only after successful inspection. If the item is found altered or not in original condition, Gemcy Gems reserves the right to refuse the refund or issue a reduced refund.

7. Non-returnable items
* Custom or bespoke orders (made-to-order)
* Items altered after delivery (resized, re-cut, engraved)
* Items sold “as is” or marked final sale at checkout
* Certificates, appraisal documents (if sold as non-returnable) — when explicitly stated at purchase

8. How to request a return
Email our Returns Team at info@ceylongemcy.com
(include order number, reason, and photos where applicable).

We will issue a Return Merchandise Authorization (RMA) and return instructions within 2–5 business days.

Pack the item securely with all original documentation and ship per our instructions. For international returns, use a tracked and insured courier and keep proof of shipment.

9. Refund processing & timing
Once we receive and inspect the returned item, we will notify you of approval or rejection.

Approved refunds are processed to the original payment method within 7–14 business days (processing times may vary by bank/payment provider). Shipping fees, customs duties, and any non-refundable transaction fees are not typically refunded unless the return is due to our error.

If you paid duties or taxes on import, you may request documentation from us to claim refunds from your local tax authority; Gemcy Gems cannot guarantee recovery of customs charges.

10. Exchanges and store credit
Where possible, exchanges may be offered for the same or different item (price difference may apply). Alternatively, we can issue store credit valid for future purchases, per your request.

11. Refund exceptions & right of refusal
Gemcy Gems reserves the right to refuse returns that do not meet the policy conditions (altered, damaged after delivery, missing documentation). For safety and authenticity reasons, we also reserve the right to withhold or deny refunds until returned items have passed verification checks.

12. Fraud prevention & compliance
Because gemstones and high-value items can be subject to fraud or money-laundering risks, additional identity verification and documentation may be required before we process or refund high-value orders. We follow applicable Sri Lankan regulations and international best practices for high-value transactions.
13. Consumer rights & governing law
This policy is governed by the laws of Sri Lanka. Where local or international consumer protection laws provide greater rights (for example, mandatory returns or statutory warranties), those laws will apply. For Sri Lanka, relevant consumer guidance and protections apply to online purchases — customers may seek remedies through Sri Lankan regulatory bodies where required.

14. Contact us
For returns, questions, or help:
Email: info@ceylongemcy.com

Phone: +94 112361171
Address: NO 5D 65, National Housing Scheme, Raddolugama