Returns & Exchanges Policy
Last updated: January 25, 2026
Our Commitment to You
At Ishq Gems, we stand behind the quality and authenticity of every piece in our collection. We want you to be completely satisfied with your purchase. If for any reason you're not happy with your gem or jewelry, our returns and exchanges policy is designed to make the process as smooth as possible.
1. Return Policy Overview
Return Window
You have 30 days from the date of delivery to return your purchase for a full refund.
Condition Requirements
Items must be in original condition, unworn, and include all original packaging and certificates.
What's Covered
- • All loose gemstones and jewelry pieces
- • Custom pieces (subject to additional conditions)
- • Certified gems with original certificates
- • Items damaged during shipping
- • Items significantly different from description
2. Eligible Items for Return
✓ Returnable Items
- • Unworn jewelry in original condition
- • Loose gemstones with original packaging
- • Items with certificates and authenticity documents
- • Engagement rings (within 30 days, unworn)
- • Wedding bands (within 30 days, unworn)
- • Ready-to-ship pieces
✗ Non-Returnable Items
- • Personalized or engraved jewelry
- • Custom-made pieces (after production begins)
- • Worn or damaged items
- • Items without original packaging or certificates
- • Vintage or antique pieces (marked as final sale)
- • Items purchased with special promotions (case-by-case)
3. How to Initiate a Return
Step-by-Step Process
Contact Our Customer Service
Email us at returns@ishqgems.com or call +94 11 234 5678 within 30 days of delivery
Provide Order Information
Include your order number, reason for return, and photos if applicable
Receive Return Authorization
We'll send you a Return Authorization Number (RAN) and shipping instructions
Package & Ship
Securely package the item with all original materials and ship using our prepaid label
4. Exchange Policy
Exchange Options
We offer exchanges for size adjustments, different gem cuts, or alternative pieces of equal or greater value.
Size Exchanges
- • Ring resizing (standard sizes)
- • Bracelet length adjustments
- • Necklace chain length changes
Style Exchanges
- • Different gem cuts
- • Alternative settings
- • Metal type changes
5. Refund Process
Refund Timeline
Important Notes
- • Refunds are processed to the original payment method
- • Shipping costs are non-refundable (unless item was damaged/defective)
- • International returns may take longer to process
- • Custom pieces may have different refund conditions
6. Damaged or Defective Items
Quality Guarantee
If you receive a damaged or defective item, we'll make it right immediately:
Shipping Damage
Items damaged during shipping will be replaced or refunded immediately. Contact us within 48 hours of delivery with photos.
Manufacturing Defects
We guarantee our craftsmanship. Any manufacturing defects will be repaired or replaced at no cost to you.
Certification Issues
If a gem doesn't match its certification, we'll provide a full refund plus return shipping costs.
7. International Returns
Special Considerations
Extended Return Window: International customers have 45 days from delivery to account for longer shipping times.
Customs & Duties: Original customs duties paid by the customer are non-refundable. Return shipping may incur additional duties.
Shipping Costs: Return shipping costs are covered by Ishq Gems for defective items, but customer's responsibility for other returns.
Documentation: All original customs forms and certificates must be included with international returns.
8. Contact Information
Returns Department
Returns Processing Center
Sri Lanka
Customer Service Hours
Monday - Friday: 9:00 AM - 6:00 PM (GMT+5:30)
Email Support
info@ishqgems.com
Response within 24 hours
Phone Support
+94 76 495 9148
Available during business hours
Policy Updates
This returns policy may be updated from time to time. Any changes will be posted on this page and will take effect immediately. For returns initiated before policy changes, the original policy terms will apply.