Last Updated: January 1st 2023 (01.01.2023)
Effective Date: January 1st 2023 (01.01.2023)
1. Eligibility for Return
1.1 Customers may return products that were purchased directly from our website, Zambian-Emeralds.com, within 45 calendar days from the date of delivery, and we will provide a refund as described below.
1.2 To be eligible for return, the product must be returned it the original condition it was shipped to the Customers, undamaged and still sealed and unopened in its original Gemological Seal (the “Sealed Gem”).
1.3 Customers may return only items purchased directly from our website, Zambian‑Emeralds.com.
2. Initiating a Return
2.1 To initiate a return, the Customer is required to contact Zambian-Emeralds.com Customer Support team at contact@zambian-emeralds.com and to provide the order number of the purchase, the Customer's name, the Customer's email address and a brief reason for the return.
2.2 Zambian-Emeralds.com Customer Support team will respond within 2 business days with a Return Authorization Number (RAN) and detailed instructions on how to return the item.
2.3 No returns will be accepted without a valid RAN.
3. Shipping the Return
3.1 After obtaining a valid RAN, as describe in section 2, the Customer will be supplied with instructions by Zambian-Emeralds.com Customer Support team regarding the securely shipping of the Sealed Gem back to us using insured shipping service.
3.2 The Customer will be instructed to return the product back to us, to the address specified in the return instructions, and to clearly mark the package with the RAN.
3.3 The Customer will be advised to use only a carrier that provides tracking service and insurance (DHL, UPS, FedEx, EMS) in order to allow the traceable, prompt, safe return of his purchase back to Zambian-Emeralds.com Customer Support team.
4. Inspection & Refund
4.1 When Zambian-Emeralds.com Customer Support team receive the item, it will open up the returned delivery under camera and inspect the Sealed Gem to confirm that it was returned in its original condition, undamaged, still sealed, unopened and consistent with the original product description as it was sold to the Customer.
4.2 If the item passes inspection, Zambian-Emeralds.com Customer Support team will process a full refund to the original PayPal payment method of the Customer within up to 7 business days.
4.3 If the Gemological seal is broken, the item has any signs of damage or the returned product is not consistent with the original purchase, Zambian-Emeralds.com reserves the right to refuse the refund or reduce the refund amount at Zambian-Emeralds.com's discretion.
5. Non‑Refundable Items
5.1 The Refund and Returns Policy described in this webpage (https://www.zambian-emeralds.com/refund_returns/) is valid for the products sold throughout the website Zambian-Emeralds.com, unless explicitly stated otherwise.
5.2 Custom‑ordered or personalized gemstones, "Final Sale" items, and any product or item which was explicitly sold at a promotional discounted price under different Refund and Returns Policy or under different Refund and Returns terms than those specified in this policy, may not be eligible for refund.
5.3 In any case of doubt or question by the Customer regarding the applied Refund and Returns Policy or Refund and Returns terms under which a product is being sold through the website Zambian-Emeralds.com, the Customer may contact Zambian-Emeralds.com in advance, before making a purchase, in order to inquire regarding the Refund and Returns Policy or Refund and Returns terms which applies to each product.
6. Defective or Misdescribed Items
6.1 In the unlikely event that a product is delivered damaged, defective or not as described to the Customer, the Customer is required to inform Zambian-Emeralds.com Customer Support team at contact@zambian-emeralds.com as soon as possible, and not later than within 3 days of receipt.
6.2 In the event described in section 6.1, and upon being contacted by the Customer within the designated time, Zambian-Emeralds.com will resolve such an issue by sending a replacement to the Customer or by refunding the purchase price to the Customer, including return shipping, at our cost, after the damaged product is returned to Zambian-Emeralds.com.
7. Governing Law & Jurisdiction
7.1 This Return Policy is governed by the laws of The State of Israel, without giving effect to any conflict‑of‑law principles. Any dispute arising out of or in connection with this Policy shall be submitted to the courts of Jerusalem, Israel.
8. Changes to the Policy
8.1 Zambian-Emeralds.com reserves the right to revise this Return Policy from time to time. When this policy is revised, Zambian-Emeralds.com will update the Effective Date on this page. If you, a user or a Customer continue to use the site after any changes to the Return Policy have been posted, you have agreed to the revised terms.
9. Contact Information
9.1 Contact email: contact@zambian-emeralds.com