Return Policy

Our return promise

You can return any stone if you change your mind. You do not need to give a reason.

This applies to every buyer, in every country, and to every stone we sell, including one we found for you through a custom order. The only exception is explained under The one exception.

The 14 days are counted from the day after you, or someone you name, receive the stone. For example, if the stone reaches you on 3 March, you have until the end of 17 March to tell us.

Our Terms and Conditions cover the rest of the sale.

How to start a return

1. Tell us within 14 days of receiving the stone. Email hello@crestonne.com or message us on WhatsApp at +94 70 150 3302. Any clear message is enough, or use the form below.
2. Wait for our reply with the return instructions and the paperwork. Please do not post the stone before you have them. It needs these papers to clear customs in Sri Lanka.
3. Pack the stone with everything that came with it, including its laboratory report, if it has one.
4. Send the stone within 14 days of the day you told us. Keep the receipt and tracking number. Any delay on our side does not count against your 14 days. If our paperwork has not reached you, contact us again.

Cancellation form

You may copy this form into your message. You do not have to use it.

To: Crestonne, Ratnapura, Sri Lanka, hello@crestonne.com

I give notice that I cancel my contract for the sale of the following stone: (name of the stone).

Ordered on: (date). Received on: (date).

Name: (your name). Address: (your address).

Date: (today's date).

The condition of the stone

The stone must come back as it arrived. This means it is:

• unset (never placed in any jewellery)
• not re-cut, re-polished or treated in any way
• not damaged

It must also come back with its laboratory report, if it had one, and everything else that came with it. If the report is missing, we ask you to send it on. We do not deduct anything for it.

You may look at the stone and handle it with care, as you would in a shop.

If the stone does not come back in this condition, we tell you what we found. You still get a refund, minus the value the stone lost, as explained under How much we refund.

Sending the stone back

You pay for the return shipping. The return parcel must be:

• insured for the full value of the stone
• tracked from start to finish

Many postal services and couriers do not insure gemstones. If you cannot find one that will, tell us before you send, and we work out the safest way with you.

The stone is at your risk until it reaches us. If it is lost or damaged on the way, you claim from your parcel insurance.

A returned gemstone is inspected again by Sri Lanka Customs and the National Gem and Jewellery Authority. We give you the documents for this and tell you how to use them.

Inspection and refund

When the stone reaches us, we check its condition. We check its identity and weight to confirm it is the stone we sent you.

If it is not the stone we sent you, we do not refund it. We tell you what we found and send that stone back to you.

How much we refund

We refund the full price you paid for the stone.

• We charge no fee for taking the stone back (some shops call this a restocking fee).
• Delivery to you was free, so there is no delivery charge to refund.

There is one deduction the law allows. If the stone was handled more than needed to inspect it, it may have lost value. For example, it may be chipped, or it may have been set and taken out again. We may then deduct that loss of value. We make no other deduction.

When and how you are paid

We send your refund within 14 days of the day the stone reaches us.

If you live in the European Union or the United Kingdom, the law may set an earlier date. That date is 14 days from the day you told us you are returning the stone. But we may wait until the stone reaches us or you send proof that you posted it, whichever comes first.

We refund the same amount in United States dollars. We use the method you paid with, or the bank account your payment came from.

Duties and bank charges

We pay the charges of our own bank for sending the refund. We cannot refund costs that were not paid to us:

• import duties, taxes and customs fees paid in your own country (we give you the documents to reclaim them, where your country allows it)
• your own bank's fees and exchange rates

The one exception

You cannot return a stone for a change of mind if we changed it at your request. This means we re-cut it, re-polished it, altered it in any other way or set it into jewellery. We do not offer jewellery or ring settings at present.

Before we do any such work, we tell you in writing that you can no longer return the stone for a change of mind. We ask you to confirm this in writing.

Your rights for a faulty or wrongly described stone still apply in full.

Faulty or wrongly described stones

This separate right is not limited to 14 days.

A stone is faulty if it has a defect it should not have, such as a crack that was there before we sent it. It is not as described if it is not what we told you it was. For example:

• an independent, recognised laboratory finds that the stone is not natural, or has a treatment we did not tell you about
• the stone does not match its own laboratory report

Tell us as soon as you can and send us what you found. We refund the full price you paid, and your reasonable cost of sending the stone back. We send you the return paperwork.

Damaged or lost parcels

Every stone travels to you fully insured and tracked, at our risk until delivery.

If your parcel arrives damaged or opened, or the stone is missing:

• tell us within 48 hours of delivery
• keep all the packaging
• do not send anything back until we reply

Telling us later does not affect your legal rights, but it can make the insurance claim harder.

If your parcel has not arrived 10 business days after we sent it, tell us. We trace it with the carrier.

If the parcel is lost, or arrives damaged or without the stone, we refund you in full. Or, if you agree, we offer you a different stone in its place. We make the insurance claim ourselves. Your refund does not depend on it. This is a shipping claim, not a return.

Your rights under your own law

Nothing in this policy limits your rights under the consumer law of the country where you live. Where that law gives you more, that law applies. For example:

• the two-year legal guarantee in the European Union
• the Consumer Rights Act 2015 in the United Kingdom, including the right to reject a faulty stone within 30 days
• the consumer guarantees of the Australian Consumer Law
• the Consumer Affairs Authority Act, number 9 of 2003, in Sri Lanka

In Sri Lanka, you can also complain to the Consumer Affairs Authority.

Changes to this policy

We may update this policy. The version that applies to your order is the one we sent you with our written confirmation. This version is in force from 1 October 2026.

Questions and contact

If anything is unclear, email hello@crestonne.com, message us on WhatsApp at +94 70 150 3302, or use our contact page.

Crestonne is a gemstone business based in Ratnapura, Sri Lanka.