Return & Refund Policy

Return & Refund Policy – Varna Gem (Pvt) Ltd

Return & Refund Policy

Varna Gem (Pvt) Ltd
Last updated: December 1, 2024

At Varna Gem (Pvt) Ltd, we prioritize trust, transparency, and security in all gemstone transactions.

Because gemstones are high-value and strictly regulated exports, returns are processed through government-supervised inspections, ensuring protection for both buyer and seller.

1. Eligibility for Returns

Returns are accepted only if all conditions are met:

  • You must contact us within 7 days of receiving your gemstone
  • The gemstone must be in original, unaltered condition (no scratches, damage, recutting, heating, or treatment)
  • All original documents must be included:
    • Invoice
    • NGJA Export Document (copy)
    • Gemstone Certificate (if issued)
    • Original packaging and sealed containers
  • Returns must be shipped via DHL Express or FedEx International Priority only
Important: Failure to meet any of these conditions may result in rejection of the return request.

2. Non-Returnable Items

Returns will not be accepted if:

  • The gemstone has been switched, replaced, or substituted
  • The stone has been damaged or altered in any way
  • The stone has been recut, heated, treated, or polished differently
  • NGJA and invoice documentation is missing
  • The stone cannot be positively matched to the original export record
  • Custom orders or stones specially sourced for the buyer

This policy protects both buyers and sellers from fraud or misidentification.

3. Return Process

Step 1: Request a Return

Email us at [email protected] with the following information:

  • Order number
  • Stone type, carat weight, and description
  • Reason for return
  • Photos/videos (optional, but helpful for assessment)

We will respond within 24 hours with a Return Authorization Code and detailed instructions.

Step 2: Ship the Gemstone

  • Ship only via DHL Express or FedEx International Priority
  • Include all original documents
  • Clearly include your Return Authorization Code
Important: Improperly shipped or undeclared parcels will not be processed and may be returned to sender.

4. Government Inspection Process

All returned stones undergo mandatory inspection by:

  1. NGJA Gemstone Identification Unit
    Independent verification of the gemstone’s authenticity and characteristics
  2. Sri Lanka Customs Valuation Unit
    Compliance verification and export record matching

The authorities will:

  • Verify the gemstone’s authenticity
  • Match weight, measurements, and characteristics
  • Confirm the stone has not been switched, replaced, or altered
  • Compare it with the original export records

Only after this verification is complete will the return be approved.

5. Refund Timeline

  • Once NGJA & Customs confirm the gemstone matches the original export records, refunds will be processed within 5–7 business days
  • Refunds are issued to the original payment method used for purchase
  • You will receive email confirmation once the refund has been initiated

6. Return Shipping Costs & Insurance

  • Buyer is responsible for return shipping costs
  • Buyer must insure the return shipment at declared value
  • We strongly recommend full-value insurance to cover loss or damage during transit

Uninsured returns are shipped at the buyer’s own risk. We cannot be held responsible for lost or damaged uninsured parcels.

7. Buyer & Seller Protection

For Buyers:

  • Independent NGJA inspection ensures fair evaluation
  • Tamper-proof verification prevents disputes
  • Courier tracking ensures secure shipment
  • Full refund guaranteed if stone matches original

For Sellers:

  • Prevents fraudulent returns or substitutions
  • Ensures only legitimate returns are accepted
  • Full compliance with Sri Lankan export/import regulations
  • Government verification protects against fraud
Result: This system eliminates disputes and builds trust on both sides, creating a fair and secure transaction environment.

8. Key Notes

Please be aware:

  • Returns not meeting these requirements will be rejected
  • NGJA & Customs verification decisions are final
  • Buyers are strongly advised to:
    • Maintain all documentation
    • Take photos/videos upon receiving the gemstone
    • Keep the original packaging intact

Questions About Returns?

If you have any questions or need to initiate a return, please contact us:

Varna Gem (Pvt) Ltd

Address:
No. 529/7D, 1st Lane, Jaya Mawatha
Thalahena, Colombo District
Western Province, Sri Lanka

Phone: +94 777 287 200

Email: [email protected]

Response time: Within 24 hours