Shipping, Return and Exchange Policy

The gist of our return policy, but please continue to read until the end for a detailed explanation:

  • Full refund within 10 days of receiving the item.
  • The buyer has to bear the return shipping and insurance fees.
  • Items that have been used, engraved, altered, resized, or damaged in any way cannot be accepted for return.
  • Custom made /Made to Order items are accepted for return, on a case by case basis, minus a 20% restocking fee.
Seylon Sapphire wants you to absolutely love your purchase. So, if you don’t absolutely love it, you may return (or exchange) it to Seylon Sapphire. Items returned within 10 days after you receive your product, will issue a full refund. Please note that items showing signs of wear or those that have been used, engraved, altered, resized or damaged in any way cannot be accepted for return.

To return or exchange gemstones and/or jewellery, please follow these directions:

  • Please email your request to [email protected] to obtain a Return Merchandise Authorization (RMA) number. Make sure the subject says: “Item Return”. Please make sure to include the reason for your return.
  • Package your item securely including all original packing and collateral items.
  • All the return shipping must be fully insured. Insurance is the responsibility of the individual who bought the item. Usually, currier services do not insure gemstones. Hence please ship your package via an express mail service insured for the total value of the content. Also, request for a return receipt for confirmation that your shipment has reached our office.

  • All authorized returns should be sent to our office at:

    Seylon Sapphire
    Shashi,
    Mahawatta Road,
    Hikkaduwa,
    Sri Lanka.

Please follow these instructions exactly, failure to do so will prevent the processing of your return or exchange.

Please allow 14 business days for the processing of your return or exchange from the date we receive your package. Additionally, refunds on your credit card may take an additional 3 -5 business days to appear on your credit record as your banking institution may require additional days to process and post the transaction to your account once the information is received from Seylon Sapphire.

Special Orders or Custom Orders

  • Special orders may only be cancelled within 24 hours of being placed.
  • After the 24-hour window, special orders or custom orders are both non-refundable and non-exchangeable unless approved prior to purchase.
  • Special custom orders/made to orders that are approved for return will be refunded, except for a 20% restocking fee.

Repairs and replacement

  • Repairs are free of charge within 90 days after you have received your item.
  • Please note that all repairs are handled individually and after the first 90 days after receipt are at the expense of the customer.
  • Please follow these directions for repairs and replacements:

Special Orders or Custom Orders

  • Special orders may only be cancelled within 24 hours of being placed.
  • After the 24-hour window, special orders or custom orders are both non-refundable and non-exchangeable unless approved prior to purchase.
  • Special custom orders/made to orders that are approved for return will be refunded, except for a 20% restocking fee.
  • Please email: [email protected] and we will reply with an estimate of the cost for the repair and further instructions. Make sure to include your name, address, phone number and e-mail address, and note the reason for repair.

  • All repairs should be mailed to:

    Seylon Sapphire
    Shashi,
    Mahawatta Road,
    Hikkaduwa,
    Sri Lanka

  • All items returned for repairs must comply with all of the terms of the return policy described above.

Late or missing refunds

  • If you haven’t received a refund yet, first check your bank account again.
  • Then contact your credit card company, it may take some time before your refund is officially posted.
  • Next, contact your bank. There is often some processing time before a refund is posted.
  • If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]

Exchanges (if applicable)

  • We only replace items if they are defective or damaged at the point of arrival. If you need to exchange it for the same item, send us an email at [email protected]

Gifts

  • If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
  • If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.

Shipping

  • Free shipping is available via EMS & Registered posts for the UK, USA, Canada, Australia, New Zealand, China, Japan, Malaysia, Singapore, UAE Countries & Europe ( Except – Denmark, France, Germany, Poland, Sweden), If you are not from the above countries please write to us, before placing the order.
  • All the packages will usually arrive within 7-30 days, it may vary depending on the place you live.
  • Seylon Sapphire is not responsible for the delays & inefficiencies of the Currier service.
  • All the Shipments are Insured.
  • If you need special billing arrangements, please contact us before placing the order.
  • If there is a customs duty or any other special custom clearance arrangements to be made, the buyer is responsible to make the necessary arrangements.