Custom orders
Custom orders are final and cannot be cancelled, returned, or exchanged. Custom and modified jewellery orders may be resized subject to resizing fees.
Eligibility for Returns
At RORA GEMS, customer satisfaction is our priority. We accept returns for eligible gemstones under the following conditions:
- The gemstone must be returned in its original, unused condition, with all accompanying certifications, packaging, and documentation.
- Buyer is responsible for all return shipping costs, including any applicable customs duties, taxes, or handling fees.
- Refunds will be issued only for the product amount, once the item is received in its original, unused condition.
- We recommend using a trackable shipping service for all returns to ensure safe delivery.
- Returns must be initiated within 48 hours of receiving the product. Late returns may not be accepted or may incur additional fees.
- Custom-cut, engraved, or specially designed gemstones are not eligible for return.
Return Process
- Contact Us: Before returning a product, contact our customer service team at hello@roragems.com or [+94] 777 711 158 to obtain a Return Authorization Number (RAN).
- Secure Packaging: Ensure the gemstone is securely packed to prevent damage during transit. Use the original packaging whenever possible.
- Shipping: Ship the item to the address provided by our team, using a reliable courier service with tracking and insurance. Shipping costs for returns are the responsibility of the customer unless the return is due to a defect or error on our part.
- Inspection: Once received, our quality assurance team will inspect the returned gemstone. If it meets our return criteria, the refund process will begin.
Refunds
- Refunds will be processed within 7-10 business days after the return is approved.
- Refunds will be issued to the original payment method unless otherwise requested.
- Shipping fees, customs duties, and taxes are non-refundable.
Exchanges
If you wish to exchange your gemstone for another, please contact our team. Exchanges are subject to availability and may require additional payment for price differences.
Damaged or Incorrect Items
In the rare event that you receive a damaged or incorrect gemstone:
- Notify us within 48 hours of delivery with photographic evidence.
- We will arrange for a replacement or a full refund, including return shipping costs, once the item is returned and verified.
Non-Returnable Items
- Customized or bespoke gemstones & Jewelries
- Items damaged due to misuse or improper care by the buyer
- Items without proper documentation or certifications
International Returns
International customers must ensure the gemstone & Jewelries complies with local customs and export regulations when returning items. RORAGEMS is not responsible for delays or costs incurred due to non-compliance.
Contact Information
If you have questions or need further assistance, please reach out to us:
- Email: hello@roragems.lk
- Phone: [+94] 777 711 158
- Address: No 207, Ward place, Colombo 07 – Sri Lanka [PC 00700]
Disclaimer
RORA GEMS reserves the right to amend this policy at any time. Please review the latest version on our website before initiating a return.
