Returns & Refund Policy
Choosing a gemstone or creating a piece of jewellery is a considered purchase. At Ceylon Crown, we want you to feel confident about what you are buying and to understand your options if something isn't right.
Our returns policy differs between loose gemstones, ready-to-wear jewellery and bespoke or made-to-order pieces, so please read the relevant section below before placing your order.
Nothing in this policy is intended to exclude or limit any rights you may have under the Australian Consumer Law.
Loose Gemstones
We understand that photographs and videos cannot always replicate the experience of seeing a gemstone in person.
For eligible loose gemstone purchases delivered within Australia, you may request a return within 14 days of receiving your order.
To be eligible, the gemstone must be returned:
- In its original condition
- Without damage, alteration or evidence of setting
- In its original packaging
- With all gemstone reports, certificates and documentation originally supplied
- Together with proof of purchase
Please contact Ceylon Crown before sending a gemstone back to us.
Returns sent without prior notification may experience delays in assessment and processing.
Ready-to-Wear Jewellery
Eligible ready-to-wear jewellery may be returned within 14 days of delivery, provided the piece has not been:
- Worn beyond reasonable inspection
- Resized
- Engraved
- Altered
- Damaged
- Customised in any way
The jewellery must be returned in its original condition and packaging together with any certificates, gemstone documentation and other items supplied with the original order.
If a ready-to-wear piece has been altered or resized specifically for you, it will generally be treated as a customised item and may not be eligible for a change-of-mind return.
Bespoke & Made-to-Order Jewellery
Bespoke jewellery is created specifically for an individual client.
This may include selecting a particular gemstone, designing a setting, choosing materials, producing the piece to a particular ring size or incorporating other personalised details.
Because work and materials are committed specifically to your order, bespoke and made-to-order jewellery cannot generally be returned, exchanged or refunded for change of mind once production has commenced.
We therefore encourage you to carefully review and approve the design, gemstone selection, measurements and other details before giving final approval.
Where a deposit is required to begin bespoke work, the terms applying to that deposit will be communicated as part of your order.
Your rights regarding faulty goods and applicable consumer guarantees are not affected by this change-of-mind exclusion.
Changes to a Bespoke Design
We understand that ideas can develop during the design process.
Where possible, reasonable changes can be discussed before production begins.
Once a design has been approved and production has commenced, requested changes may require additional design work, materials or labour.
If additional costs apply, these will be discussed with you before the additional work proceeds.
Some changes may not be possible once a particular stage of production has been reached.
How to Request a Return
Please contact Ceylon Crown before returning any item.
When contacting us, please provide:
- Your name and order number
- The item you would like to return
- The reason for the return
- Photographs of the item and its current condition where requested
We will review your request and provide return instructions if the item is eligible.
Please do not send valuable gemstones or jewellery to an address without first receiving return instructions from us.
Returning Your Item Safely
Unless the return relates to an issue for which Ceylon Crown is responsible or applicable law requires otherwise, customers are responsible for arranging and paying for return shipping.
Due to the nature and value of gemstones and jewellery, returns should be:
- Securely packaged
- Fully tracked
- Appropriately insured for their value
- Sent using a reputable postal or courier service
- Sent using signature-on-delivery where available
Please avoid placing wording on the exterior of the parcel that unnecessarily identifies the contents as valuable jewellery or gemstones.
Until a returned item has been safely delivered to us, responsibility for the return shipment remains with the sender, subject to any rights you may have under applicable law.
Inspection of Returned Items
Once we receive your return, the item will be carefully inspected.
We will confirm that the gemstone or jewellery is in its original eligible condition and that all accompanying documentation and accessories have been returned.
Gemstones may also be checked to confirm that they are the same stone originally supplied and that they have not been altered, damaged or set into jewellery.
Once the return has been approved following inspection, we will contact you regarding the refund.
Refunds
Approved refunds will generally be returned to the original payment method.
Please allow time for your bank, card issuer or payment provider to process the transaction after we have issued the refund.
Original shipping charges, international duties, taxes and other third-party costs may not be refundable unless required by law or the return results from an error or qualifying issue for which Ceylon Crown is responsible.
If your purchase was made in a currency other than Australian dollars, exchange-rate movements or fees charged by your financial institution may mean the amount appearing in your local currency differs from the amount originally paid.
Ceylon Crown is not responsible for exchange-rate fluctuations or third-party banking fees.
International Returns
International gemstone and jewellery purchases require additional consideration because of shipping, insurance, customs and import requirements.
Return eligibility for international change-of-mind purchases may differ from Australian orders and should be confirmed with Ceylon Crown before purchasing.
Where an international return is accepted, the customer may be responsible for return courier charges, insurance, customs documentation, duties, taxes and other associated costs unless otherwise required by applicable law.
We strongly encourage international clients to request additional photographs, videos or information before purchasing if they would like to examine a gemstone in greater detail.
Damaged or Incorrect Orders
Please inspect your parcel soon after it arrives.
If your order arrives damaged, you receive an incorrect item, or you believe there is another problem with your purchase, please contact Ceylon Crown as soon as reasonably possible.
Include your order details and clear photographs of:
- The item
- The packaging
- Any visible damage
Please keep the original packaging while we assess the issue.
We will review what has happened and work with you toward an appropriate solution in accordance with your rights and our obligations.
Natural Characteristics of Gemstones
Every natural gemstone is individual.
Natural sapphires and other gemstones may contain inclusions, colour zoning and other internal or surface characteristics resulting from their formation in nature.
These characteristics are not necessarily defects.
We make reasonable efforts to accurately represent and describe our gemstones through photographs, videos, descriptions and relevant gemstone reports.
Gemstone colour can also appear somewhat different depending on lighting conditions, surroundings and the screen used to view photographs.
If you would like to see additional images or videos of a loose gemstone before purchasing, we encourage you to contact us.
Gemstones Set by Another Jeweller
Once a loose gemstone has been set, altered, polished, repaired or otherwise worked on by another jeweller or third party, it is no longer eligible for a change-of-mind return.
Ceylon Crown cannot accept responsibility for damage caused to a loose gemstone while it is being handled, set, unset, resized, repaired or otherwise worked on by another jeweller or third party.
If you intend to purchase a loose sapphire for a custom ring, we recommend having the jeweller inspect the stone before beginning work and ensuring they are appropriately qualified and insured.
Jewellery Care, Wear & Accidental Damage
Fine jewellery requires appropriate care.
Normal wear can result in scratches and other changes to the appearance of precious metals over time.
Gemstones can also be chipped, scratched, loosened or damaged through impact, inappropriate wear or improper handling.
Damage resulting from accidents, inappropriate use, normal wear and tear or work performed by an unrelated third party is not considered a change-of-mind return and may not constitute a manufacturing fault.
We recommend regularly inspecting frequently worn jewellery, particularly engagement rings, to ensure claws, settings and gemstones remain secure.
Australian Consumer Law
Our products come with rights and guarantees that may apply under the Australian Consumer Law.
Nothing in this Returns & Refund Policy is intended to exclude, restrict or modify rights or remedies that cannot legally be excluded.
Where a product has a major failure or otherwise does not meet applicable consumer guarantees, you may be entitled to remedies provided by Australian Consumer Law.
Questions Before You Purchase?
If you're uncertain about a gemstone, ring size, bespoke design or whether an item will be eligible for return, please contact Ceylon Crown before completing your purchase.
We would much rather help you make an informed decision before ordering than have you feel uncertain afterwards.