Returns

We have a 5 day return / refund policy. If you return an item, in the condition received, within 5 days after you receive it, we will refund your money minus credit card processing fees and shipping costs.

When purchasing pre-cut custom gemstones, it is customary to give you the time to inspect the stone and get it appraised, if desired. We  may extend the 5 day policy in some cases, but we will need to discuss this with you on a case by case basis. So please contact us if you need this extra time.

Commission cut gemstones are not eligible for returns. Very unique or unusual gems requested by a client may be too unusual to resell. This will be determined on a case by case basis and you will be informed of this provision prior to the cutting of the gem.

Please contact us via email to get approval for a return and to get the shipping address. Failure to acquire authorization for a return will result in the item being returned to you at your cost.

If returned items are received after the 5 day limit without prior authorization, the item will be returned to you at your cost and the transaction will be considered final.

Refunds

If you haven’t received your refund yet, first check your bank or credit card account again.

It may take several days for funds to move between banks and credit card companies.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]

Warranties

Gemstones

About all we can do is take lots of pictures before shipping the gem. That remains our proof that the product was in good condition when it left the shop. We can’t be responsible for what happens to the gem after it’s in your hands. If something happens to it and it can be repaired, we can discuss that with you at the time and cut you a deal. But otherwise, gemstones are sold as-is. Remember that you have 5 days to inspect and return a purchased pre-cut gem if it is not to your liking. As stated earlier, most commission cut gemstones are not returnable or refundable.

We do honor a 5 day return policy on pre-cut gems purchased through our web store. If you receive a purchased gem and decide that it’s not going to work for you, simply contact us and let us know that you are returning the stone. It cannot be altered or damaged in any way in order to receive a refund. Refunds will be made once we receive the piece and verify that is in good condition.

Jewelry

We do honor a 5 day return policy on pre-made jewelry items purchased through our web store. If you receive a jewelry item and decide that it’s not going to work for you, simply contact us and let us know that you are returning the item. It cannot be altered or damaged in any way in order to receive a refund. Refunds will be made once we receive the piece and verify that is in good condition.

Regarding the condition of jewelry we sell, about all we can do is take lots of pictures before shipping the item. That remains our proof that the product was in  good condition when it left the shop. We cannot be responsible for what happens to the piece after it’s in your hands. If something happens to it and it can be repaired, we can discuss that with you at the time and cut you a deal. But otherwise, all jewelry is sold as-is.

If purchasing a ring or other item that is size dependent, it is up to you to tell us the proper size to make it. Sterling silver cannot be resized without removing any gemstones that are mounted on it. Gold is a lot more forgiving. We will resize a gold ring, but silver rings are the size that they are made if there are any gems mounted in them and cannot be changed. Prong settings in silver are the exception and can be resized after the stone is removed and then can be reset. Inlay rings cannot be resized… it changes the shape of the ring and will break the stone. Resizing will involve a service charge. We will discuss that when you contact us about modifications.

In the case of custom ordered jewelry pieces, they are non-returnable and non-refundable. It is up to the client to make sure that what they ordered is what they really wanted. Phoenix Rising Gems cannot be responsible for choices that a client has made when purchasing custom jewelry pieces.

If you receive a piece of pre-made jewelry from us and decide that it’s not going to work for you, simply contact us and let us know that you are returning the item within 5 days. It cannot be altered or damaged in any way in order to receive a refund. Refunds will be made once we receive the piece and verify that it  is in good condition.

Returning an Item

To return your product, you should mail your product to the return address on the box that your item was sent in. If you need to get the address again, contact us and we will email it to you.

You will be responsible for paying shipping costs for returning your item. Shipping costs and credit card processing fees are non-refundable.

If you are returning more expensive items, we highly recommend using a trackable shipping service and/or purchasing shipping insurance. We can’t guarantee that we will receive your returned item without some kind of tracking or insurance.

Contact us at {[email protected]} for questions related to refunds and returns.