Last Updated: June 1st 2026 (06.01.2026)
SUMMARY OF KEY POINTS
At a Glance:
* Zambian-Emeralds.com grants its customers with an extended Refund and Returns policy, allowing its customers to return their purchases within up to 45 days from the date of delivery.
* All returned purchases must be in their unaltered, unopened, unmounted, unused, original condition, and enclosed within their original package and/or seal.
* Refunds are issued to your original payment method after our gemologists inspect and verify the returned item and its condition.
* Custom-cut gemstones or gemstones that have been modified, altered or set into jewelry by the customer and/or by a third party cannot be returned.
* Zambian-Emeralds.com safeguards your purchases. If your gemstone arrives damaged due to the shipping process, you may notify us within 7 days in order to be eligible for a full refund or replacement at no additional expense, upon receipt of the damaged item back at our offices.
* International customers outside of the United States, Japan, Switzerland, the European Union and the United Kingdom might be responsible for return shipping costs and any applicable customs duties or taxes.1. OUR PROMISE AND AIM
1.1 In order to guarantee the satisfaction of its global clientele, Zambian-Emeralds.com applies an extended Refund and Returns Policy that allows its customers to return their purchases within an extended period of 45 calendar days from the date of delivery of the product to the Customer, and to be given a full refund in return. shortly upon the arrival of the returned-product back to Zambian-Emeralds.com offices.
1.2 We have established this Refund and Returns Policy to provide a clear, equitable, and legally sound framework for facilitating returns and refunds. This Policy governs all returns, refunds, and exchanges facilitated through Zambian-Emeralds.com. Should any inquiries arise regarding the stipulations set forth herein, Purchasers are directed to contact our compliance and support team at contact@zambian-emeralds.com for immediate resolution.
2. RETURN ELIGIBILITY
2.1 To qualify for a return and subsequent refund, the Purchaser shall strictly adhere to the following eligibility criteria. We enforce these requirements to maintain the integrity and provenance of our gemstone inventory.
2.2 Time Window
The Purchaser must initiate a return request within 45 calendar days from the date the merchandise is recorded as delivered by the shipping carrier.
2.3 Condition Requirements
The merchandise must be returned in its unaltered, unopened, unmounted, unused, original condition, and enclosed within their original package and/or seal. Gemstones shall not be accepted for return if their original package and or/seal have been opened, or if the gemstones exhibit any signs of wear, scratching, chipping, or chemical exposure. Furthermore, any gemstone that has been damaged, modified, altered or set into jewelry by the customer and/or by any third-party, shall be deemed ineligible for return.
2.4 Required Documentation
All returns must be accompanied by the original proof of purchase, including the order confirmation number, and any original gemological certificates, appraisals, or grading reports provided at the time of sale. Failure to return original certification documents shall result in a replacement fee deducted from the final refund amount.
3. HOW TO RETURN
3.1. The Purchaser shall execute the following procedural steps to effectuate a valid return. Strict compliance is required to ensure the secure transit of high-value merchandise.
3.2 Initiation Process
The Purchaser must formally initiate the return by submitting a written request to contact@zambian-emeralds.com. Upon verification of eligibility, Zambian-Emeralds.com shall issue a Return Merchandise Authorization (RMA) number. Returns received without a valid RMA number shall be rejected and returned to the sender at the sender's expense.
3.3 Packaging Requirements
The Purchaser shall securely package the gemstone in its original protective casing. The merchandise must be placed within a discreet, tamper-evident outer shipping box. The RMA number must be clearly inscribed on the exterior of the shipping parcel.
3.4 Shipping and Liability
Unless the return is necessitated by a defect or an error on the part of Zambian-Emeralds.com, the Purchaser shall bear all costs associated with return shipping. Given the high-value nature of our inventory, the Purchaser is strongly advised to utilize a trackable shipping service and purchase shipping insurance commensurate with the value of the gemstone. Zambian-Emeralds.com hereby disclaims any liability for merchandise lost, stolen, or damaged during return transit.
4. REFUND PROCESS
4.1 Zambian-Emeralds.com shall process refunds in a systematic and transparent manner, ensuring compliance with all applicable financial regulations, including PCI DSS standards.
4.2 Inspection and Timeline
Upon receipt of the returned merchandise, the gemological team of Zambian-Emeralds.com shall conduct a comprehensive inspection to verify the returned gemstone's authenticity and condition. This inspection period shall not exceed five (5) business days. Following a satisfactory inspection, the refund shall be authorized.
4.3 Disbursement Method
Authorized refunds shall be credited exclusively to the original payment method utilized during the initial transaction. Pursuant to our data retention policies and financial compliance obligations, transaction records associated with the refund shall be retained securely for a period of two (2) years. The Purchaser acknowledges that their financial institution may require an additional three (3) to ten (10) business days to post the funds to the applicable account.
4.4 Partial Refunds
Zambian-Emeralds.com reserves the right to issue a partial refund in the event that the merchandise is returned with missing ancillary items (such as presentation boxes) or if the original gemological certificates are not included in the return parcel.
5. EXCEPTIONS
5.1 Notwithstanding the foregoing provisions, certain categories of merchandise are expressly excluded from this Return and Refund Policy. We enforce these limitations to protect the custom nature of specific orders and the integrity of our inventory.
5.2 Customized Products:
Gemstones that have been custom-cut, engraved, or specifically sourced pursuant to a Purchaser's bespoke request are deemed final sale.
5.3 Altered Merchandise:
Any gemstone that has been damaged, mounted, treated, and/or modified by the Purchaser and/or a third party following delivery.
5.4 Clearance Items:
Merchandise explicitly designated as "Final Sale" and/or "Clearance" at the time of purchase shall not be eligible for return or refund.
6. DAMAGED OR DEFECTIVE ITEMS
6.1 Zambian-Emeralds.com bears the responsibility of ensuring that merchandise is delivered in pristine condition. In the event that a gemstone is delivered in a damaged or defective state, the Purchaser is afforded extended protections.
6.2 Reporting and Resolution
The Purchaser must report any transit damage or material defects to contact@zambian-emeralds.com within seven (7) calendar days of delivery. Upon verification of the defect, Zambian-Emeralds.com shall provide a prepaid return shipping label.
6.3 Remedies
The Purchaser may elect to receive a full refund. Since each natural, premium quality, Colombian Emerald is a piece-unique, an approximate replacement for a defected purchased Emerald cannot possibly be offered as a substitute. Yet, subject to inventory availability and upon the Purchaser's request, we may attempt to obtain and offer an approximate replacement of the defective gemstone. Zambian-Emeralds.com warrants that all replacement merchandise shall meet the original quality guarantees stipulated at the time of purchase.
7. EXCHANGES
7.1 Purchasers seeking to exchange merchandise for an alternative gemstone shall be accommodated subject to the following conditions.
7.2 Exchange Procedure
Exchanges are processed as two distinct transactions. The Purchaser must first return the original merchandise in accordance with Section 3 herein. Upon satisfactory inspection, a refund shall be issued, and the Purchaser may subsequently execute a new transaction for the desired gemstone via Zambian-Emeralds.com, based on the amount that Zambian-Emeralds.com can issue based on the condition of the returned Emerald for exchange.
7.3 Price Differentials
Should the Purchaser wish to expedite the exchange process, we allow the purchase of the new gemstone immediately, while the return of the original merchandise is being processed. All price differentials shall be resolved through the issuance of the refund for the original item.
8. INTERNATIONAL ORDERS
8.1 Zambian-Emeralds.com serves a global clientele and facilitates cross-border transactions. International Purchasers are subject to additional stipulations regarding returns.
8.2 Customs, Duties, and Taxes
For international returns, the Purchaser shall bear sole responsibility for all return shipping costs. Furthermore, Zambian-Emeralds.com shall not refund any customs duties, import taxes, or brokerage fees incurred by the Purchaser upon the initial importation of the merchandise.
8.3 Cross-Border Transit
The Purchaser must accurately declare the return shipment as "Returned Goods" on all applicable customs documentation to prevent the assessment of unwarranted import duties upon reentry into the jurisdiction of Zambian-Emeralds.com. Zambian-Emeralds.com shall not be liable for delays or financial penalties resulting from improper customs declarations by the Purchaser.
9. CONTACT US
9.1 For any formal notices, inquiries, or requests pertaining to this Return and Refund Policy, the Purchaser shall direct all communications to our designated support channels.
Email: contact@zambian-emeralds.com
Website: www.zambian-emeralds.com
Zambian-Emeralds.com shall endeavor to respond to all formal inquiries within two (2) business days.