Returns & refunds

Catalog stones are returnable within 14 calendar days from the delivery date for a full refund. The window starts the day the carrier marks the parcel as delivered (usually by signature scan).

To initiate a return: sign in to your account → Orders → Request return. You'll get a return authorisation number, a prepaid label (for high-value orders; see below), and return-shipping instructions.

Returned stones must arrive in their original condition: unworn, untampered, with all original packaging, laboratory certificates, and accompanying paperwork intact. If we receive a stone that looks worn, re-set, or without its original certificate, we reserve the right to refuse the return.

High-value returns go through independent gemologist inspection on receipt — a paid service by a third-party appraiser (GRS or local equivalent) which takes 3–5 business days. The inspection costs us a flat fee we absorb; the result is final.

Orders under \$10,000 — the buyer pays return shipping (insured, at the original declared value). We recommend Malca-Amit or DHL Express; regular post services do not provide adequate insurance for fine stones.

Orders at or above \$10,000 — TopGems pays return shipping on our account with a pre-paid Malca-Amit label. We generate the label from your Orders page once the return is approved.

Return shipments must use the labelled service — alternate carriers void the return policy because we cannot verify chain of custody.

Custom commissions, bespoke jewellery, made-to-order settings, and any piece produced to your specification are not eligible for return. This is standard across the global high-jewellery trade. It is disclosed at commission, at 3D-render approval, and again at final payment.

Catalog stones remain fully returnable even if used later in a bespoke setting — what you purchased from the catalog (loose stone with report) is the return-eligible good.

After we receive and inspect the returned stone:

Stripe, PayPal: refund issues within 5–7 business days to the original payment method. Your bank may add 2–3 days to post it to your statement.

Wire transfer: refund via counter-wire within 5 business days of inspection clearance. We bear the counter-wire fee; intermediary-bank fees are netted out.

BitPay: refund in the same cryptocurrency and amount as the original payment, within 2 business days. Due to price volatility, the USD-equivalent may differ — we refund the asset, not the USD.

Damaged in transit — notify us within 48 hours of delivery with photos of the outer packaging, inner packaging, and the stone. We open a carrier insurance claim (DHL / Malca-Amit); full reimbursement in 15–30 business days.

Wrong item — we cover return shipping on any carrier you prefer, plus a \$200 credit toward your next purchase for the inconvenience. The correct stone ships within 48 business hours of receipt.

Substitution attempts (returned stone doesn't match what we shipped) — referred to fraud prevention; order remains on hold pending resolution. Full chargeback protection available through your card issuer; we cooperate fully with their investigation.