We offer a 100% money-back guarantee for returns made within 14 business days of receiving your order, subject to the consumer bearing the shipping charges, payment gateway charges, and bank transaction charges. Please note the following special conditions:

SPECIAL CONDITIONS:

  1. Upon receiving the returned order, we will conduct a laboratory test to confirm that the product(s) are in their original condition.
  2. We will not accept a refund if the product(s) have been set, scratched, chipped, fractured, treated, or altered in any way (including size measurements), or if they weigh differently.
  3. We aim to process the refund within 14 business days, at the original purchase value fixed in USD, only if the product(s) are confirmed to be in their original condition.
  4. Once we confirm that the product(s) are in their original condition, refunds will be made available within 14 business days. Please allow up to one billing cycle for the transaction to appear on your statement.
  5. We reserve the right to decline to return service to individuals whom we are unable to accommodate appropriately.
  6. The consumer is responsible for the shipping charges, customs fees, taxes, and duties applicable in their country.

Please note: We strongly advise against having your gemstone set by a jeweller unless you fully intend to purchase it.

THE PROCEDURE TO RETURN:

  1. Within 14 business days of receiving your order, email us at [email protected] with the product ID, order ID, and the reason for returning it.
  2. Upon receiving your email, we will aim to reply within 14 business days. Our response will include a notice with the Return ID number and instructions on how to contact a FedEx agent in your area.
  3. The return product(s) must be handed over to the FedEx agent within 7 business days of receiving the notice ( for non-FedEx return products, please contact our customer support ).
  4. Please send the returned product(s) in their original packaging along with the gemstone certificate, attaching our notice. For security reasons, avoid indicating “gemstones” or “jewellery” anywhere on the package.

The Chargeback Policy We adhere to the chargeback policy of our payment gateway providers. The chargeback amount will be reduced by shipping charges, payment gateway charges, and bank transaction charges.

CHARGEBACK PROCESS:

  1. Contact your bank and request a chargeback by providing the product ID, order ID, and the reason for the chargeback request.
  2. We will provide the chargeback only after receiving the product(s) and confirming that they meet the following conditions.
  3. Please send the product(s) in their original packaging along with the gemstone certificate. For security reasons, avoid indicating “gemstones” or “jewellery” anywhere on the package.

CHARGEBACK CONDITIONS:

  1. The chargeback will be processed only after we receive the returned product(s) at Jones Gems.
  2. Once we receive the returned chargeback order, we will conduct a laboratory test to confirm that the product(s) are in their original condition.
  3. We will not accept a chargeback if the product(s) have been set, scratched, chipped, fractured, treated, or altered in any way (including size measurements), or if they weigh differently.
  4. We aim to process the chargeback within 14 business days, at the original purchase value fixed in USD, including shipping charges, payment gateway charges, and bank transaction charges, only if the product(s) are confirmed to be in their original condition.
  5. The chargeback will be processed upon confirming that the product(s) are in their original condition.
  6. The consumer is responsible for the shipping charges, customs fees, taxes, and duties applicable in their country.

CANCELING AN ORDER: Once an order is confirmed, it cannot be cancelled. If you change your mind after confirmation, please follow the abovementioned return procedure.

LOST OR DAMAGED PACKAGES: If you receive a parcel with damaged packaging, please do not accept it. Report the issue to the courier and immediately contact us.