Refund & Return Policy

Welcome to Ceylon Gem Nexus (a brand owned and operated by Nexus Consultancy & Services Pvt Ltd). We want you to cherish your fine jewelry and natural gemstones. If you are not entirely satisfied, we offer a 30-Day Money-Back Guarantee under the specific guidelines outlined below.

1. Return Eligibility & Conditions

30-Day Window: You have exactly 30 days from the documented date of delivery to initiate a return request; items outside this window are not eligible for a refund.
Unaltered State: The gemstone or jewelry piece must be returned in its original, unworn, unmounted, and undamaged condition, precisely as it was dispatched.
Tamper-Proof Seal: Every jewelry piece and loose gemstone display box is shipped with a secure, non-reusable tamper-evident security seal; if this seal is cut, removed, or compromised, the item is strictly ineligible for a return.
Laboratory Certificates: All original independent gemological laboratory reports (e.g., GIA, standard local labs) and packaging must be included; missing, lost, or damaged certificates will incur a replacement fee (starting at $250 USD) deducted from your refund.

2. Non-Returnable Items

Custom-designed, made-to-order, or bespoke jewelry pieces, including rings resized or engraved at your request.
Loose gemstones that have been mounted, set into jewelry, or altered by a third-party jeweler after purchase.

3. Shipping, Insurance & Customs Liability

Buyer Responsibility: The buyer is entirely responsible for arranging and paying for fully insured, trackable return shipping with required signature delivery.
Risk of Loss: Ceylon Gem Nexus assumes no liability for items lost, stolen, or damaged during return transit; we only bear return costs if the return results from our explicit error.
Inbound Customs Fees: Any import duties, taxes, or clearance fees levied by Sri Lankan customs upon the item’s return will be deducted directly from your final refund amount.

4. Inspection, Refunds & How to Return

Initiation: Do not ship items without authorization; email our support team at [Your Support Email] with your Order Number and photos of the intact security seal to receive an official Return Merchandise Authorization (RMA) and secure routing instructions.
Evaluation: Upon receipt, our gemologists will conduct a mandatory 3–5 business day inspection to verify authenticity and condition.
Refund Processing: Approved refunds are issued to the original payment method, excluding original shipping fees, payment gateway costs, and buyer-paid customs duties, which are strictly non-refundable.