Last Updated: 2 September 2026
At Rosaire Jewels, we take pride in the quality, authenticity, and craftsmanship of our jewellery and gemstones. We want you to be satisfied with your purchase.
This Return & Refund Policy explains the circumstances and procedures under which products purchased from Rosaire Jewels may be returned, exchanged, or refunded.
By placing an order with Rosaire Jewels, you acknowledge that you have read and understood this policy. This policy is subject to any rights and protections available to consumers under applicable Sri Lankan law.
- Change-of-Mind Returns
Rosaire Jewels accepts eligible change-of-mind returns within 14 days from the date of delivery, provided all conditions in this policy are satisfied.
To qualify for a change-of-mind return:
- The item must be unused and in its original condition.
- The jewellery must not have been worn, resized, altered, engraved, repaired, polished, recut, treated, or otherwise modified.
- The item must be returned in its original packaging.
- All certificates, gemstone reports, tags, documentation, and accessories supplied with the product must be returned.
- The item must not show scratches, damage, wear, or other signs of use.
- Proof of purchase or the original order information must be provided.
Items that do not meet these requirements may not qualify for a change-of-mind refund.
- Products Not Eligible for Change-of-Mind Returns
For customization and production reasons, the following products are generally not eligible for change-of-mind returns:
- Customized or personalized jewellery
- Engraved items
- Jewellery specially made or modified according to a customer’s request
- Resized jewellery
- Made-to-order jewellery
- Specially commissioned pieces
- Jewellery or gemstones that have been worn or altered after delivery
- Products damaged through improper use, handling, or care
- Gift cards, where applicable
This section does not limit any rights a customer may have under applicable law in relation to defective, damaged, or incorrectly supplied products.
- Return Period
A return request must be submitted within 14 days of delivery.
The customer must contact Rosaire Jewels before sending any product back.
Products returned without prior authorization may not be accepted.
- Damaged, Defective, or Incorrect Products
If you receive a product that is damaged, defective, or different from the product you ordered, please contact Rosaire Jewels promptly after delivery.
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging
- Photographs of any visible damage
- Any other information reasonably required to assess the issue
Rosaire Jewels will assess the matter and, where appropriate, may provide a repair, replacement, exchange, or refund in accordance with the circumstances and applicable Sri Lankan law.
Customers should not attempt to repair, resize, polish, alter, or otherwise modify a product that they believe is defective before contacting Rosaire Jewels.
- Natural Gemstones and Ceylon Sapphires
Natural gemstones, including Ceylon sapphires, may naturally vary in:
- Colour
- Tone
- Clarity
- Inclusions
- Cut
- Appearance
Natural characteristics that are consistent with the product description and any certificate or gemstone report supplied with the product are not, by themselves, considered defects.
However, this does not apply where a product has been incorrectly described, misrepresented, or supplied with inaccurate information.
Where a gemstone certificate or report was supplied with the purchase, it must be returned together with the product for a return to be considered.
- Loose Gemstones
Loose gemstones must be returned in the same condition in which they were supplied.
A loose gemstone will not qualify for a change-of-mind return if it has been:
- Recutted
- Repolished
- Treated
- Heated
- Altered
- Mounted
- Damaged
- Otherwise modified
Where a certificate or gemstone report was supplied, it must also be returned.
For high-value gemstones, Rosaire Jewels may conduct an inspection or verification of the gemstone and certificate before approving a refund.
- Return Procedure
To request a return, contact:
Rosaire Jewels
Email: rosaireceylon@gmail.com
Phone: 077 332 9493
Please provide your order number and the reason for your return.
Do not send the product back until Rosaire Jewels has reviewed your request and provided return instructions.
Once your return request has been approved, we will provide the appropriate return address and instructions.
- Return Shipping
For change-of-mind returns, the customer is responsible for the cost and risk of returning the product to Rosaire Jewels.
We strongly recommend using a tracked and insured delivery service, particularly for valuable jewellery and gemstones.
Rosaire Jewels is not responsible for jewellery or gemstones lost or damaged while being returned to us, except where required by applicable law.
Where a return is due to an error, incorrect product, or qualifying defect attributable to Rosaire Jewels, return shipping arrangements will be addressed on a case-by-case basis.
- Inspection of Returned Products
All returned products will be inspected after receipt.
A change-of-mind return may be refused if the product:
- Shows signs of wear or use
- Has been damaged after delivery
- Has been resized, altered, engraved, polished, repaired, recut, or otherwise modified
- Is missing original packaging
- Is missing certificates, gemstone reports, tags, or documentation
- Has been subjected to unauthorized treatment or alteration
- Does not meet the return conditions stated in this policy
For high-value jewellery and gemstones, Rosaire Jewels may carry out additional inspection or verification before approving a refund.
- Refunds
Once the returned product has been received and inspected, Rosaire Jewels will notify the customer whether the return has been approved.
Approved refunds will generally be made to the original payment method used for the purchase.
Refund processing times may vary depending on the payment provider or financial institution.
For approved change-of-mind returns, original delivery charges and return shipping costs are generally non-refundable.
Where a refund is required because of a defective, damaged, or incorrectly supplied product, the applicable refund and shipping arrangements will be handled in accordance with applicable law.
- Partial or Reduced Refunds
Where permitted by applicable law, Rosaire Jewels may reduce a change-of-mind refund where the returned product has lost value because of handling beyond what was reasonably necessary to inspect the product.
This may include:
- Damage
- Excessive handling
- Signs of wear
- Missing components
- Missing certificates or documentation
- Unauthorized alterations or modifications
No reduction will be made merely because a customer has reasonably inspected the product in a manner necessary to determine its suitability.
- Exchanges
Rosaire Jewels may offer an exchange for an eligible change-of-mind return, subject to availability and the conditions of this policy.
If the replacement product has a higher value, the customer will be required to pay the difference.
If the replacement product has a lower value, any applicable refund will be processed in accordance with our refund procedures.
Customized, personalized, engraved, resized, made-to-order, or specially commissioned products may not be eligible for exchange.
- Lost or Missing Certificates
Where a product was supplied with a certificate, gemstone report, authenticity document, or other original documentation, the documentation must be returned with the product where applicable.
Missing documentation may affect eligibility for a change-of-mind return or the amount of any refund, particularly where the documentation forms part of the value or authenticity of the product.
This provision does not limit any mandatory rights available under applicable law.
- Refund Processing Time
Once an approved return has been received and inspected, Rosaire Jewels will generally initiate the applicable refund within 5 business days.
The time required for the refunded amount to appear in the customer’s account will depend on the payment provider or financial institution.
Rosaire Jewels is not responsible for delays caused by third-party payment providers or financial institutions.
- Fraud and Abuse
Rosaire Jewels reserves the right to investigate suspected fraudulent, dishonest, or abusive use of this return policy.
Where permitted by applicable law, Rosaire Jewels may refuse future change-of-mind returns where there is reasonable evidence of fraudulent or abusive activity.
- Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict, or replace any mandatory rights or protections available to consumers under applicable Sri Lankan law.
Where applicable law provides a customer with rights or remedies that differ from or are more favourable than this policy, those rights will continue to apply.
- Changes to This Policy
Rosaire Jewels may update this Return & Refund Policy from time to time.
Any changes will be published on this page with a revised “Last Updated” date.
The policy applicable to an order will be the policy in effect at the time the order was placed, subject to any mandatory requirements of applicable law.
- Contact Us
For return, exchange, or refund enquiries, please contact:
Rosaire Jewels
Royal Ceylon Sapphire
26/A2, Quarry Road
Mirihana, Nugegoda
Sri Lanka
Email: rosaireceylon@gmail.com
Phone: 077 332 9493
Website: https://rosairejewel.com/
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Rosaire Jewels
Authentic Ceylon Sapphires & Fine Jewellery