Returns Policy

When you can return a stone

• If the stone you receive does not match its description, video or certificate (weight, measurements, variety, treatment or origin as stated), you may return it.
• Please inform us within 48 hours of delivery, with photos or video of the stone and its parcel, and send it back within 7 days of delivery.

Conditions

• The stone must be unaltered, unset and un-recut, returned in its original parcel paper with its label and any certificate.
• Returns must be shipped fully insured with tracking. If the stone did not match its description, we reimburse the return shipping.
• Custom-sourced or specially cut orders, and stones sold "as described" after you approved a specific video, can only be returned if they differ from that description.

Refunds

After we receive and inspect the stone, we refund the purchase price by bank transfer within 10 business days. Original bank charges and any import duties paid in your country are not refundable by us.

How to start a return

Email export@elloragems.com with your invoice number and the reason. We will send return instructions and the shipping address.