Refund policy

At JR Colombian Emeralds, we are honored to provide fine jewelry of exceptional craftsmanship. We value clarity, fairness, and client satisfaction. To protect both you, as our client and us as a business, the following policies outline eligibility, responsibilities, procedures, and legal protections.

Please note: Emeralds and fine jewelry are unique. Custom, made-to-order, and personalized pieces are final sale and not eligible for returns or exchanges.

Completion of any purchase constitutes acknowledgment and acceptance of this policy.

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SECTION 1 – ELIGIBILITY FOR RETURNS

We gladly accept returns for in-stock jewelry within 7 days of the date the package is marked delivered by the carrier tracking system. Signature confirmation or carrier delivery scan constitutes proof of delivery.

Loose emeralds are eligible for return within 3 days of the carrier's confirmed delivery date.

All eligible returns may be subject to up to a 10 percent restocking fee to cover payment processing, insurance, inspection, and administrative costs.

Please note:

Custom-made, made-to-order, and customized jewelry are final sale.
Any product altered, resized, or modified at the customer’s request is ineligible for return. 

Proof of original purchase is required for all returns.
Items showing signs of wear, scratches, polishing marks, resizing marks, bent prongs, stone movement, or any alteration under magnification will be deemed worn and ineligible.

Refunds are based strictly on the original purchase price and are not adjusted for fluctuations in the precious metal or gemstone markets.

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SECTION 2 – RETURN CONDITIONS

Eligible returns must be sent back in original packaging, unworn, and include all certifications, appraisals, documentation, and original materials. Missing components may reduce or void the refund.

Loose emeralds must be returned free of chips, scratches, cracks, oil disturbance, or any damage. Any alteration or damage renders the return ineligible.

All returns are subject to inspection and approval.

Clients are fully responsible for return shipping costs, insurance, duties, taxes, and secure packaging. We strongly recommend using a trackable carrier with a signature-required service to ensure safe delivery back to us.

JR Colombian Emeralds is not responsible for lost, damaged, delayed, or stolen return shipments.

Risk of loss during return remains with the client until the item is received and signed for by JR Colombian Emeralds.

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SECTION 3 – NON-ELIGIBLE RETURNS

The following are not eligible for return, exchange, or refund:

Custom jewelry, including one-of-a-kind designs created specifically for you.
Made-to-order jewelry reproduced from our catalog using similar gemstones.
Personalized items, including changes to metal purity, gemstone substitutions, engraving, or resizing beyond the initial complimentary resizing when applicable. Any piece altered, repaired, modified, or serviced by a third party.

Layaway items.

Items returned outside the eligible return window.

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SECTION 4 – RETURN PROCESS

To initiate a return for eligible items, clients must contact us within the applicable 7-day jewelry or 3-day emerald window from the confirmed delivery date.

Clients are responsible for all return shipping costs, duties, taxes, and insurance.

International clients must clearly label packages as “Returned Merchandise” to avoid customs delays or additional charges.

Once received, our team will inspect the item under magnification and quality control standards.

If approved, refunds are processed to the original payment method only within 3 to 10 business days.

Cash refunds will not be issued for card purchases.

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SECTION 5 – EXCHANGES

Exchanges are only permitted for in-stock items that arrive defective or damaged.

Clients must notify us within 7-days of confirmed delivery.

After inspection and confirmation of manufacturing defect, we will exchange for the same or equivalent item subject to availability.

Color variation, natural inclusions, personal preference, or lighting differences do not constitute defects.

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SECTION 6 – MADE TO ORDER ITEMS

Made-to-order pieces are crafted upon request from designs in our collection. While design structure remains consistent, gemstones naturally vary in color, clarity, inclusions, and tone.

Emeralds are natural gemstones and commonly contain inclusions, fissures, and growth features. These characteristics are not defects but part of the gemstone’s identity and rarity.

Oil enhancement and standard industry treatments are disclosed when applicable.

Made-to-order items are final sale.

Orders may be canceled within 24 hours of purchase for a full refund.
Cancellations within 36 hours incur a 10 percent restocking fee.
After 36 hours, cancellations are not accepted as sourcing and production may have begun.

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SECTION 7 – CUSTOM-MADE JEWELRY

Custom jewelry is uniquely crafted and is final sale.

A 50 percent deposit is required to begin CAD renders and design work. Deposits represent design and labor allocation fees and are not solely material payments.

Up to 3 CAD revisions are included. Additional revisions incur fees.

If canceled during the CAD stage, 10 percent of the deposit is non-refundable.
Once CADs are approved, deposits become fully non-refundable, and production begins.

All custom pieces are photographed and or video recorded prior to shipment for quality assurance and documentation purposes.

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SECTION 8 – REPAIRS

We offer repair services for jewelry purchased directly from JR Colombian Emeralds. Fees vary by service.

Emeralds are brittle gemstones. Any resizing, resetting, polishing, tightening, or repair carries inherent risk, including cracking or chipping due to natural internal characteristics.

Clients acknowledge and accept these risks when authorizing repair services.

Clients are responsible for shipping items back to us at their expense for any repair, inspection, warranty claim, or service. We strongly recommend signature-required service and full insurance coverage.

Warranty and return eligibility are void if a piece is repaired or altered by a third party.

Items left unclaimed for more than 90 days without communication may be considered abandoned property.

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SECTION 9 – WARRANTY

All jewelry includes a 1-year craftsmanship warranty.

This covers:

- Stone tightening
- Cleaning and polishing
- Free inspections within the warranty period
- Securing gemstones in their original setting
- Replacement of up to 5 accent gemstones measuring 2.5 mm or smaller

This warranty does not cover:

Loss, theft, accidental damage, misuse, improper wear, or external impact.
Center stone replacement.
Damage due to inherent gemstone weaknesses.

We strongly recommend insuring your jewelry for full protection.

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SECTION 10 – LAYAWAY POLICY

We offer up to 12 months interest-free layaway.

Deposit: 20 percent required. Refundable within 24 hours only.
Payments: Remaining balance split into 11 monthly auto-billed payments on the 15th.
Missed payments: 10 dollars per day late fee applies.
Cancellation: After 3 months of no payment or communication, the layaway is canceled, and all payments are forfeited.

Layaway items are non-refundable and non exchangeable.

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SECTION 11 – OUTSIDE APPRAISALS AND OPINIONS

JR Colombian Emeralds is not liable for discrepancies between our professional assessments and outside laboratory or appraiser opinions, including GIA, AGL, or others.

Differences in gemstone grading are common and subjective.

All items are final sale once delivered with our certification and appraisal.

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SECTION 12 – PHOTOGRAPHY AND DISPLAY DISCLAIMER

Product photos and videos are taken under professional lighting.

Variations in monitor calibration, screen resolution, lighting environment, and device settings may affect perceived color, tone, and brightness.

Such differences do not constitute grounds for return.

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SECTION 13 – SHIPPING AND LIABILITY

We ship using trusted carriers such as FedEx, USPS, UPS, or DHL.

Risk of loss transfers to the client upon carrier acceptance unless otherwise required by law.

JR Colombian Emeralds is not responsible for carrier delays, damages, or loss once packages are released to the shipping provider.

International clients are responsible for customs duties, VAT, import taxes, and related fees.

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SECTION 14 – CHARGEBACK AND DISPUTE POLICY

Clients agree to contact JR Colombian Emeralds directly to resolve any concerns prior to initiating a chargeback or payment dispute.

Initiating a chargeback without attempting resolution may constitute a breach of agreement.

All communications, tracking confirmations, inspection reports, and documentation will be submitted in response to disputes.

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SECTION 15 – FORCE MAJEURE

We are not liable for delays or failure to fulfill obligations due to events beyond our control, including natural disasters, supply chain interruptions, strikes, government actions, or transportation disruptions.

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SECTION 16 – GOVERNING LAW AND DISPUTE RESOLUTION

All purchases are governed by the laws of the State of Florida, United States.

To the fullest extent permitted by law, JR Colombian Emeralds’ total liability shall not exceed the original purchase price of the item.

Clients agree to attempt mediation prior to litigation. Any unresolved dispute shall be handled exclusively in Palm Beach County, Florida.

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SECTION 17 – FRAUD PREVENTION

We reserve the right to cancel, refuse, or delay orders suspected of fraud, misrepresentation, or suspicious activity.

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SECTION 18 – FINAL AUTHORITY

JR Colombian Emeralds reserves the sole discretion in determining eligibility for returns, exchanges, repairs, warranty claims, and policy interpretation.

We reserve the right to modify this policy at any time without prior notice.

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SECTION 19 – CONTACT INFORMATION

Email: JRColombianEmeralds@gmail.com
Phone Domestic: +1 561 746 8186
Phone International: +1 800 840 6828

Or use the Contact Us form on our website. We respond within 24 hours.