Refund policy
Return & Refund Policy
At Sapphire Pal, we want you to feel confident when purchasing natural gemstones and bespoke jewelry online. Please read our return conditions carefully before placing your order, especially for loose gemstones, custom jewelry, lay-by orders, payment plans, and made-to-order pieces.
Quick Summary
- 7-day contact window: Please contact us within 7 days of delivery to request a return review.
- Original condition required: Items must be unused, unaltered, unset, and returned with original packaging and documents.
- Custom and lay-by conditions: Custom work and lay-by orders have special non-refundable conditions explained below.
7-Day Return Contact Window
We have a 7-day return contact policy. This means you must contact Sapphire Pal within 7 days of delivery if you wish to request a return.
If your return request is approved, the item must be received back by Sapphire Pal within 30 days of delivery.
Please do not send any item back without contacting Sapphire Pal first. Returns sent without approval or without following our return instructions may not be accepted.
Return Eligibility
To be eligible for a return, your item must meet all of the following conditions:
- Be in the same condition as received
- Be unworn, unused, unset, and unaltered
- Be returned in its original packaging
- Include any gemstone identification, authenticity confirmation, certificates, documents, tags, boxes, or packaging supplied with the order
- Include the receipt or proof of purchase
Sapphire Pal reserves the right to inspect all returned items before approving a refund, exchange, or store credit.
Loose Gemstone Return Conditions
Loose gemstones must be returned in their original condition. Returned gemstones must not be:
- Set into jewelry
- Scratched, chipped, cracked, damaged, or broken
- Re-cut, polished, heated, treated, cleaned with chemicals, or altered in any way
- Removed from original packaging, identification materials, or documents where applicable
- Swapped, substituted, or tampered with after delivery
If a returned gemstone shows signs of use, alteration, damage, tampering, substitution, or handling beyond normal inspection, the return may be refused.
Custom Jewelry, Bespoke Orders & Non-Returnable Items
We do not accept returns or refunds for custom, personalized, bespoke, resized, altered, or made-to-order items unless the item is incorrect, defective, or damaged on arrival.
This includes, but is not limited to:
- Custom jewelry designs
- Bespoke ring settings
- Made-to-order engagement rings, promise rings, wedding rings, pendants, or semi-mount jewelry
- Resized rings or altered jewelry
- Personalized or specially requested items
- Gemstones that have been set into jewelry at the customer’s request
Once custom jewelry production has commenced, the order is considered final and cannot be cancelled, returned, or refunded for change of mind.
Lay-By & Payment Plan Orders
Lay-by and payment plan orders are non-refundable if the customer changes their mind, cancels the order, or does not complete the agreed payment schedule.
When a lay-by or payment plan is arranged, Sapphire Pal reserves the gemstone or jewelry item for the customer and removes it from general sale. For this reason, cash refunds are not provided for change-of-mind cancellations or incomplete payment plans.
However, where possible, Sapphire Pal may offer an exchange or store credit toward another available gemstone or jewelry item. Any exchange or store credit is offered at Sapphire Pal’s discretion and may depend on the amount already paid, the item reserved, and the time the item has been held.
Once a lay-by item has been fully paid and dispatched, our standard return conditions apply, unless the item is custom-made, personalized, resized, altered, set into jewelry, or otherwise excluded from return.
Damaged, Incorrect, or Defective Items
Please inspect your order as soon as it arrives. If your item is damaged, defective, or incorrect, contact Sapphire Pal immediately so we can review the issue and make it right.
Clear photos or videos may be requested to help us assess the condition of the item, gemstone, jewelry, packaging, and shipping materials.
If the item is confirmed to be incorrect, defective, or damaged on arrival, we will work with you on a suitable solution in line with your rights under applicable consumer law.
Exchanges & Store Credit
Exchanges may be possible depending on the item, condition, availability, and timing of the request.
If you would prefer to exchange your gemstone or jewelry item, please contact us first. Once your return is received, inspected, and accepted, we can guide you through an exchange, store credit, or a new purchase.
Exchange approval is subject to the item being returned in its original condition and meeting all return eligibility requirements.
Return Shipping, Insurance, Duties, Taxes & Non-Refundable Costs
Unless the item is incorrect, defective, or damaged on arrival, all return-related costs are the customer’s responsibility.
Sapphire Pal does not cover, pay for, or reimburse return shipping costs, return insurance, packaging costs, customs duties, import taxes, government charges, currency conversion fees, bank fees, payment provider fees, or any other costs involved in returning an item.
Most Sapphire Pal orders include free standard shipping where available. However, if a customer chooses and pays for a shipping upgrade at checkout, including express shipping, FedEx, DHL, priority shipping, or any other paid delivery service, that shipping upgrade cost is non-refundable if the customer later returns the item.
Original shipping fees, paid shipping upgrades, express delivery charges, and any additional delivery costs paid by the customer at the time of purchase are not refunded for change-of-mind returns, exchange requests, or approved standard returns, unless required by law.
Approved refunds apply to the eligible item value only. Return shipping, shipping upgrades, express delivery charges, insurance, duties, taxes, customs fees, and other return-related costs are not included in the refund unless required by law.
We strongly recommend returning items using a secure, trackable, and insured shipping service. Sapphire Pal is not responsible for returned items that are lost, delayed, damaged, incorrectly declared, or held by customs during return transit.
Refunds
Once we receive and inspect your return, we will notify you whether the refund has been approved.
If approved, the refund will be issued to your original payment method. Please allow time for your bank, card provider, or payment provider to process the refund.
Refunds are not issued until the returned item has been received, inspected, and accepted by Sapphire Pal.
Approved refunds apply to the eligible item value only. Original shipping fees, paid shipping upgrades, express delivery charges, return shipping, insurance, duties, taxes, customs fees, bank fees, payment provider fees, and any other return-related costs are not refunded unless required by law.
Before You Purchase
We encourage customers to contact us before purchase if they would like extra photos, videos, measurements, lighting references, or guidance before choosing a gemstone or jewelry item.
Natural gemstones can appear slightly different depending on lighting, screen settings, camera exposure, background color, and viewing angle. We are happy to help you choose with confidence before placing your order.
Natural Gemstone Disclaimer
Natural gemstones may show small internal features, growth marks, color zoning, inclusions, surface characteristics, or other natural identifying features when viewed closely or under magnification. These are part of their natural formation and do not necessarily make the gemstone defective.
Color may vary slightly across screens, lighting conditions, and device displays. Dimensions and weight are measured carefully; minor variations are normal for natural gemstones.
Sapphire Pal does not market lab-grown or synthetic gemstones as natural stones. Please review each product page for its specific origin, treatment, certification, and authenticity details before purchase.
How to Start a Return Request
To request a return, exchange, or store credit review, please contact us within 7 days of delivery.
Email: pete@sapphirepal.com
Please include your order number, name, item details, photos or videos if relevant, and the reason for your request.
