Refund policy
Return & Refund Policy
At Ceyaura Gems LLC customer satisfaction is extremely important to us. We are committed to providing accurate information, clear communication, and high-quality gemstones and jewelry to ensure confidence in every purchase.
To help customers make informed decisions, we provide detailed descriptions, measurements, specifications, certificates where applicable, and clear photos/videos upon request before purchase. We strongly encourage all customers to carefully review all details and conduct any necessary examinations prior to completing their purchase in order to avoid misunderstandings or inconvenience for both the customer and Ceyaura Gems LLC.
If for any reason you are not fully satisfied with your purchase, we offer the following return and refund guidelines.
Returns
Eligible items may be returned within 14 days of delivery for a refund or exchange, subject to the conditions below.
Return Eligibility Requirements
To qualify for a return:
* The gemstone or item must remain in its original, unused, and unaltered condition.
* All original packaging, certificates, lab reports, documentation, and accessories must be included.
* Items that have been worn, resized, modified, damaged, or altered after delivery are not eligible for return.
* Missing or damaged laboratory reports or certificates may result in a replacement fee based on the issuing laboratory’s charges.
All return requests must first be communicated and approved by Ceyaura Gems LLC before sending the item back.
Returns sent without prior confirmation or authorization from us will not qualify for a refund or exchange.
To initiate a return request, please contact:
info@ceyauragems.com
Please include your order number and reason for the return. Once approved, we will provide detailed return instructions.
Unless the item received was incorrect or damaged upon arrival, return shipping costs are the responsibility of the customer.
Refunds
Once the returned item has been received and inspected, we will notify you regarding the status of your refund request.
If approved:
* Refunds will be processed to the original payment method used for the purchase.
* Please allow approximately 3–7 business days for the refund to appear depending on your bank or payment provider.
Please note:
* Original shipping charges, customs duties, taxes, and import fees are non-refundable.
* Any costs related to missing certificates, damaged packaging, or replacement documentation may be deducted from the refund amount where applicable.
Exchanges
Customers wishing to exchange an item for another gemstone or product must contact us within 14 days of delivery
info@ceyauragems.com
Exchanges are subject to product availability and must meet the same eligibility requirements outlined for returns.
Non-Refundable & Special Conditions
The following items are generally non-returnable or non-refundable:
* Custom-made or special-order items
* Items that have been resized, altered, damaged, or used after delivery
* Products returned without original certificates or laboratory reports unless otherwise approved
* Items showing visible signs of wear or handling
Jewelry Orders
Due to the nature of custom jewelry production and the involvement of sourcing, gemstone setting, sizing, craftsmanship, and third-party processes, all jewelry order returns or refunds are subject to prior review and approval by Ceyaura Gems LLC
Any refund or return request related to jewelry pieces will be discussed directly with the client and handled on a case-by-case basis based on the specific circumstances of the order.
Damaged or Incorrect Items
If your order arrives damaged or if you receive an incorrect item, please contact us within 48 hours of delivery at: info@ceyauragems.com
Please include:
* Your order number
* Clear photos/videos of the item
* Photos of the packaging and shipping label
We will review the matter promptly and arrange an appropriate solution, including replacement, exchange, or refund where applicable.
International Orders
International customers may be subject to customs duties, import taxes, or additional fees required by their local authorities. These charges are beyond the control of Ceyaura Gems LLC and are the responsibility of the customer.
If an international shipment is refused, returned, or undeliverable due to unpaid duties, refusal to accept delivery, or incorrect shipping information provided by the customer, any return shipping costs or related fees may be deducted from the refund amount.
Contact Us
For any questions regarding returns, refunds, exchanges, or order concerns, please contact:
Ceyaura Gems LLC
Email: info@ceyauragems.com