Inspection & returns

The inspection period

You have seven days from delivery to examine any stone and return it for a full refund of the purchase price. No reason is needed and no restocking fee is charged. Tell us within those seven days and post it back within seven days of telling us.

Return postage on a change of mind is yours; the refund covers the stone and the original outbound postage. Send it back insured and with tracking — the stone is your responsibility until it reaches us, and a returned stone that goes missing uninsured cannot be refunded.

Refunds go back to the original payment method within three business days of the stone arriving and being checked.

What we ask

• The stone comes back as it went out — unset, unaltered, unrecut and not re-polished.
• Any laboratory report comes back with it. A stone separated from its report loses a good deal of its value.
• If it has been to a laboratory or a valuer in the meantime, just say so. That is a perfectly reasonable thing to have done and it does not affect the return.

If a stone is not as described

This is a different thing entirely, and it is not governed by the seven days.

If a stone is not as it was described — the weight is out, the treatment was wrong, the species is not what the listing said, a certificate does not match the stone — that is a major failure under Australian Consumer Law, and the choice of a refund, a replacement or compensation is yours, not ours. Nothing on this site limits that, and no time limit we set can override it. We will also refund the postage both ways.

Our consumer guarantees under the Australian Consumer Law apply in addition to everything on this page and cannot be excluded.

What is not a return

A stone looking different from its photograph is expected, within reason — that is precisely what the seven days is for, and it is a change-of-mind return rather than a fault. What would be a fault is a photograph that had been colour-graded or relit to flatter the stone, and we don’t do that; see how we describe stones.

Rough is sold as-is, and how a piece cuts is not something we warrant — but the seven-day inspection period applies to rough exactly as it does to a cut stone, provided it comes back uncut.

Stones bought by arrangement

High-value stones settled by bank transfer carry the same seven-day inspection period. Because those go by a specialist insured service, talk to us before returning one so the same service can be arranged for the journey back — do not put a stone at that value into an ordinary postal service. The same rule applies as above: on a change of mind the return carriage is yours, and we will tell you what it costs before you commit to it. Where a stone is not as described, it is ours.

Starting a return

Send us a message with your order reference and we will confirm the address and the arrangements.