Refund policy

Returns and Exchanges

Choosing fine jewelry online is a big decision, and we want you to feel completely at ease with it. If a ready-to-wear piece isn't quite right once you see it in person, you can return or exchange it within 7 days of receiving it, with no restocking fee.

What can be returned

Any full-price, ready-to-wear piece can be returned or exchanged, as long as it comes back to us unworn and in the condition you received it, together with:

  • the security tag, still attached and unbroken
  • the original invoice
  • the original laboratory report or certificate of authenticity
  • the presentation box, pouch, and any accessories that came with your order

If the box, certificate, or an accessory is missing or damaged, the cost of replacing it will be deducted from your refund.

Pieces we cannot accept for return

Some pieces are made or altered for you personally, so the following are final sale:

  • bespoke and custom-made jewelry
  • pieces that have been resized, engraved, or otherwise altered
  • sale items
  • loose stones that show signs of having been set, or any damage
  • jewelry that shows signs of wear

Fees for laboratory reports ordered at your request are also non-refundable.

How we look after every piece

Before a piece leaves our studio, we record the weight and measurements of its gemstone and photograph it under magnification. When a return arrives, we check the stone against that record and against its laboratory report, where one was issued. Your refund is processed as soon as this check is complete. It is one of the ways we make sure every client receives exactly the stone we chose for them.

How to return a piece

  1. Contact us first. Email info@gemsexcellence.com with your order number. We will reply with a Return Authorization Code and a short instruction sheet to print and place inside your parcel. Please wait for this code before sending anything back.
  2. Pack it securely. Include the piece, its documents, and all original packaging. For your safety, please do not write "jewelry," "gemstone," or "diamond" anywhere on the parcel. Address it to our company name: Aura International Limited, Room 1702, Waga Commercial Centre, 99 Wellington Street, Central, Hong Kong.
  3. Ship it insured. Send it with FedEx or DHL, fully insured for the value of the piece, within 7 days of the date you received your order. Return shipping and insurance are at your expense.

Refunds and exchanges

Once your return has been checked, we will refund the purchase price to your original payment method or arrange the exchange you have chosen. We cannot accept returns sent without an authorization code or dispatched after the 7-day window. If a parcel is refused on delivery or comes back to us undelivered, we will treat it as a return and deduct the shipping costs from the refund.

Questions before you decide

If you are unsure whether a piece is right for you, please talk to us before you order. We are happy to send more photos or arrange a video consultation so you can see the stone in natural light. For anything about a return, email info@gemsexcellence.com or message us on WhatsApp at +852 6611 3094.