1. Which purchases this covers
This policy covers gemstone purchases completed on centralgemstone.com. Orders placed on Etsy should be raised through Etsy’s Help with Order process and the terms displayed for that Etsy transaction.
2. Requesting a return
Contact us within 14 calendar days of delivery using Support or Hallo@Centralgemstone.com. Include your CG order number, the reason for the request, and clear photographs when relevant. Please wait for return instructions before sending a parcel; returns sent without an agreed destination may be difficult to identify or process.
For a change-of-mind return, the gemstone should be in its original condition with its accompanying materials. Once we authorize a return, please send it within 14 calendar days using a trackable service. The buyer normally pays return shipping for a change of mind, unless applicable law requires otherwise.
3. Damage, incorrect item, or material difference
If an item arrives damaged, the wrong item is delivered, or it differs materially from its listing, tell us as soon as practical. Keep the stone, packaging, and labels, and send photographs of the item and outer parcel. We will review the evidence and may coordinate a return, replacement if available, or refund. When we confirm our error or transit damage, we will explain and cover reasonable return shipping where a return is needed.
4. Refund timing and method
After we receive and inspect an approved return, or confirm another agreed resolution, we initiate any approved refund to the original payment method. We aim to do so within 14 calendar days of receiving the return or concluding the review. The payment provider and your bank determine when the credit becomes visible. If you paid in USD, your bank’s exchange rate or fees may affect the amount shown in another currency.
5. Important details
Do not ship a return to the public office address without receiving return instructions. For individually selected natural gemstones, condition and identity matter: damage after delivery or a different returned item may affect eligibility, subject to applicable law. This policy does not remove any mandatory consumer rights or rights available under an eligible PayPal Purchase Protection claim.
6. Need help?
Send us your order number at Hallo@Centralgemstone.com or use the Support form. We will review the individual order and explain the next step in writing.