Return & Refund Policy

The short version

You have 7 calendar days from the date of delivery to return a loose emerald for a full refund or exchange, for any reason — the colour doesn’t feel right in person, an astrologer suggests a different weight, or you’ve simply changed your mind. We don’t ask why.

Eligibility

To qualify for a refund or exchange, the stone must be:

• Returned within 7 days of the delivery date shown on the courier’s tracking record
• In its original, unaltered condition — not cut, re-polished, or set into jewellery
• Accompanied by its original lab certificate (GIA / IGI / GRS) and any accessories sent with it
• Repackaged securely, ideally in the original box and pouch

Stones that have been submitted to a third-party lab for re-certification, or shown signs of handling damage not present at delivery, are assessed case by case and may be subject to a deduction or ineligible for return.

What’s different for custom-set jewellery

Rings, pendants, and earrings made to order with a chosen setting fall under a modified policy, because the metalwork itself has resale value only as scrap once resized or engraved:

• Before setting begins: full refund on the stone, no questions asked.
• After setting, before resizing/engraving: the stone is refundable; the setting charge is non-refundable but can be credited toward a future order.
• After resizing or engraving: non-returnable, since the piece is now genuinely one-of-a-kind. We will always confirm this in writing before starting custom work, so there are no surprises.

How to start a return

1. Email support@emeraldvault.in or WhatsApp us with your order number and the reason for return (this helps us improve sourcing — it’s optional, not a condition of approval).
2. We’ll send you a prepaid return shipping label (India) or reimburse standard tracked-courier cost against receipt (international orders), and confirm a return authorization number.
3. Pack the stone with its certificate, write the return authorization number on the outside of the parcel, and ship it back within 7 days of receiving the label.
4. Once we receive and verify the stone against its original certificate (typically 1–2 business days), we process your refund.

Refund timelines

Payment method	Refund credited within
UPI / Net banking	2–4 business days after inspection
Credit or debit card	5–7 business days after inspection (subject to your bank’s processing time)
International wire transfer	5–10 business days after inspection

Refunds are issued to the original payment method wherever possible. We do not deduct payment gateway or card processing fees from your refund.

Exchanges

If you’d prefer a different stone rather than a refund — a different origin, a slightly larger carat weight, or a different price point — we treat it as a return-and-new-order: your refund is processed first, and the new stone is invoiced separately. This keeps the paper trail clean for both of us, and means you’re never waiting on us to “net off” two transactions.

What isn’t covered

• Change-of-mind returns outside the 7-day window
• Stones damaged after delivery due to mishandling, chemical exposure, or attempted re-cutting
• Custom jewellery after resizing or engraving (see above)
• Return shipping cost for reasons unrelated to a defect, beyond the reimbursement described above, on repeat returns from the same buyer where we reasonably suspect misuse of the policy

Our side of the bargain

If a stone arrives and does not match its certificate — wrong measurements, undisclosed treatment, or a clarity/colour grade materially different from what’s stated — that is our error, not a change of mind, and we cover all return shipping costs in addition to the refund. Tell us immediately and we will make it right.

Related reading: Shipping Policy · Certification Guide · Contact Us