Return Policy
At TiliGems by Vivid Minerals, we want you to feel confident in your purchase. Our return policy is designed to be fair and transparent, with different terms based on the type of item you're purchasing.
For Loose Gemstones & Ready-Made Jewellery
We offer a 14-day inspection period starting from the date you sign for and receive your item. During this time, you can examine your gemstone or jewellery piece carefully. If you're not completely satisfied, you may return it for a full refund.
Important Guidelines:
- You are fully responsible for the item's care and security while in your possession.
- Loose gemstones cannot be accepted for return if they have been set, scratched, chipped, fractured, altered, or show any weight difference.
- We strongly recommend not setting your gemstone with another jeweller until you're committed to keeping it.
Need More Time?
If you require an extended inspection period, please contact us at +94 77 888 0333 before your item ships. We're happy to accommodate special circumstances when arranged in advance.
For Custom Jewellery Orders
Our specialty is creating custom-designed jewellery tailored to your unique vision. Custom orders involve two main components, each with different return policies:
1. The Centre Gemstone
The gemstone used in your custom design can typically be returned for a full refund within 14 days of receiving your completed piece. Since loose stones can be used in countless other designs for future customers, we're able to accept these returns.
2. The Custom Setting
Custom settings are crafted specifically for your chosen gemstone's exact dimensions and your finger size, making them non-returnable. Because each setting is made to your unique specifications and preferences, it's unlikely another customer would purchase that exact combination. This is why we require full payment before beginning production on custom settings.
Special Circumstances
We reserve the right to refuse returns on custom orders in certain situations, such as:
- Settings that pose a risk to the stone during removal (like bezel settings)
- Gemstones that required recutting or reshaping to work with the setting design
If these circumstances apply to your order, we'll inform you in writing beforehand.
Preview Before You Commit
We encourage you to review your loose gemstone before proceeding with a custom setting. To help you visualise your finished piece, we provide one complimentary 3D computer-rendered image of your setting design.
Return Conditions
Items must be returned in the exact same condition as received. Damaged items will not be accepted for refund. Remember, you are fully responsible for the item's care and security while it's in your possession.
How to Return an Item
Request an RMA Number
Before returning anything, you must contact us to obtain an RMA (Return Merchandise Authorization) number. Returns without an RMA number will be refused and sent back to you.
Follow Our Instructions
Based on your item's value, we'll provide specific return shipping instructions.
Package Securely
Ensure your item is in the same new condition as when delivered. We cannot accept damaged returns.
Important Security Guidelines:
- Do not write words on the shipping label that indicate jewellery or gemstones.
- Do not declare the exact nature of contents.
- Do NOT declare insurance or value on the package (our insurance will cover the return once your RMA is generated).
Refund Processing
Once we receive and inspect your return, we'll process your refund:
Credit card payments: credited back to your original card.
Wire transfers: company check issued to the account holder's name.
Please note: shipping costs are non-refundable. For the return address, please email with your location.
Questions?
If you have any questions about our return policy, please don't hesitate to reach out. We're here to help make your experience with TiliGems exceptional.