Shipping & Returns
Certified Stone Policy
1. Cancellation Policy
Order Cancellation (Before Shipment)
- Orders can be cancelled within 24 hours of purchase at no additional cost.
- After 24 hours, cancellation requests may not be accepted if the order has already been processed or shipped.
Custom or Special Orders
- Custom, made-to-order, or modified certified stones cannot be cancelled once production begins.
To request a cancellation, please contact us immediately at: certifiedstone.usa@gmail.com
2. Return Policy
Because we sell only certified and authenticated stones, each item goes through strict quality checks before shipping. To maintain transparency and product integrity:
Eligible Returns
- Easy Returns are accepted within 3 days of delivery.
- Stone must be:
- Unused
- Unaltered
- In original condition
- Accompanied by its original certificate, packaging, and accessories
Non-Eligible Returns
- Custom-cut, custom-sized, or specially modified stones
- Damaged stones after delivery due to mishandling
- Missing certification documents
- Items showing signs of wear, alteration, or resizing
Certificate Policy
If the original grading certificate is not returned, a $200 or more certificate replacement fee will be deducted from your refund, and it's depended on diamond CT weight.
Verification Purpose
For any claim related to damaged, missing, or incorrect items, we strongly recommend sharing a complete, continuous unboxing video. This helps us investigate the issue promptly and provide a faster resolve.
Return Shipping
- Customer is responsible for secure return shipping.
- Items must be returned using a fully insured, trackable shipping service.
3. Refund Policy
Refund Process
- Refunds are issued after the returned stone is inspected and verified.
- Verification may take 3–5 business days after receiving the returned item.
Refund Method
- Refunds will be issued to the original payment method.
- Depending on your bank, funds may take 3–7 business days to appear in your account.
Deductions (If Applicable)
- Replacement certificate fees (if the certificate is missing)
- Any shipping charges (non-refundable)
- Restocking fee may apply for repeated or high-value returns
4. Shipping Policy
At Certified Stone, we ensure secure, reliable, and fully insured worldwide shipping for all certified stones. Please review the details below regarding how your order is processed and delivered.
Shipping Destinations
We ship worldwide, including USA, UK, Europe, Canada, Australia, India, Singapore, Hong Kong, UAE, and more.
Shipping Charges
- Flat Rate International Shipping Fee: $30 USD
- This fee applies to all international orders, regardless of location or order value.
Shipping Methods & Delivery Time
- Delivery Time: 6–10 business days after dispatch [Depends on Country]
- All packages are fully insured and trackable
- Signature Required: Only upon request (based on carrier availability)
Order Processing Time
- Order will be Ready-to-Ship in the Business Days Timeline which we have mentioned in product listing.
- Custom / Made-to-Order Diamond: Depending on design complexity
- A tracking number will be sent via Email or WhatsApp once the order is shipped.
Signature Requirement & Insurance
- In the rare event a package is lost, delayed, or undelivered, an investigation will be conducted with the shipping carrier.
- If necessary, we will remake and reship the item at no additional cost.
- Signature upon delivery is available upon request.
- If a signature was requested but not collected by the carrier, please inform us immediately.
Customs, Duties & Taxes
- International shipments may incur customs duties, tariffs, or import taxes depending on the destination country.
- These fees are not included in our shipping charges.
- The buyer is only responsible for any customs-related charges.
Shipping Restrictions
- We do not ship to P.O. Boxes; a full physical address is required.
- High-value orders may require additional verification for security purposes.
Lost, Delayed, or Damaged Packages
- If your package is lost, delayed, or arrives damaged, notify us within 24 hours of delivery.
- We will assist with insurance claims or remake the same item for you.
Verification Purpose
Once you receive your order, we kindly request that you record a continuous unboxing video while opening the package and share it with us along with your experience. This helps us verify the condition of your order upon arrival and allows us to quickly investigate and resolve any issues, such as missing, damaged, or incorrect items. Providing an unboxing video helps us process shipping related claims more efficiently.
Address Changes
- Address changes can only be processed before dispatch.
- Once an order has shipped, rerouting or updating the address is not possible.
Important Notes
- Once a package is marked "Delivered" in the official tracking system, it is considered successfully delivered.
- If you have not received the package even though it shows as delivered, contact us immediately.
- While we will assist in every way possible, Certified Stone is not responsible for lost items after official delivery confirmation.
- We recommend checking with neighbours, delivery agents, or the nearest courier office in such cases.
5. Contact Information
For any questions regarding cancellations, returns, refunds, or shipping, please contact us:
Certified Stone – Customer Support
📧 certifiedstone.usa@gmail.com
📞 +1 (646) 579-1803
EU Returns, Refunds & Right of Withdrawal Policy
Last Updated: 20/08/2026
This policy applies to customers located in the European Union who purchase products from Certified Stone..
We want customers to understand their cancellation, return, and refund rights before placing an order. Different rules may apply depending on whether the jewelry is a standard ready-made product or has been customised, personalised, engraved, resized, or made specifically for the customer.
1. EU 14-Day Right of Withdrawal
For eligible standard and non-personalised products purchased online, EU customers may withdraw from their purchase within 14 days of receiving the product, without providing a reason.
To exercise this right, the customer must notify us within the 14-day withdrawal period.
This right applies only to products that are eligible for withdrawal under applicable EU consumer law.
Customer need to Share unboxing video.
2. Products Eligible for the 14-Day Withdrawal Right
The 14-day withdrawal right may apply to products such as:
· Ready-made jewelry that has not been personalised or made specifically for the customer
· Standard jewelry designs sold in their existing specifications
· Pre-set diamond jewelry sold in standard configurations
· Loose diamonds sold in standard grades or sizes without customer-specific modification
The product must be returned according to the return instructions provided by our customer service team.
3. Custom, Personalised & Made-to-Order Products
The EU right of withdrawal does not apply to products made according to the customer’s specifications or clearly personalised.
This includes, but is not limited to:
· Rings made or modified to a customer-selected size
· Engraved jewelry
· Jewelry containing names, initials, dates, messages, or other personalised details
· Bespoke or one-of-a-kind jewelry
· Custom-designed jewelry
· Made-to-order jewelry produced according to customer requirements
· Jewelry manufactured according to specific customer measurements
· Pieces created around a specific diamond or gemstone selected by the customer
· Other products created or modified specifically according to the customer’s instructions
These products are considered custom or personalised and therefore cannot be returned or cancelled under the EU 14-day right of withdrawal unless the product is faulty or otherwise subject to mandatory consumer rights.
EU Custom Product Exemption
Custom, personalised, or made-to-order items, including rings made to specific sizes, engraved pieces, or bespoke designs, are exempt from the EU right of withdrawal under Article 16(c) of Directive 2011/83/EU and cannot be returned under the withdrawal right unless faulty.
4. Customer Acknowledgment for Custom Orders
Before purchasing a custom, personalised, engraved, resized, bespoke, or made-to-order product, customers should review the product specifications carefully.
Where applicable, customers may be required to acknowledge before completing their purchase that:
“I understand that this product is custom, personalised, resized, engraved, or made to my specifications and is therefore not eligible for the EU 14-day right of withdrawal under Article 16(c) of Directive 2011/83/EU.”
Customers are responsible for checking all submitted specifications, including ring size, engraving, selected diamond or gemstone, measurements, design requirements, and other customisation details before confirming the order.
5. How to Exercise the Right of Withdrawal
For an eligible product, customers must contact us within 14 days from the date the product is received.
Please provide:
· Customer name
· Order number
· Product details
· Date the product was received
· A clear statement that you wish to withdraw from the purchase
Contact:
Email: support@certified-stone.com
Our customer service team will provide the applicable return instructions.
6. Returning Eligible Products
After notifying us of your withdrawal, the product must be returned according to the return instructions provided by our customer service team.
Customers should return products securely packaged and should retain proof of shipment.
Return Shipping: customer pays the return shipping cost.
Any applicable return conditions and instructions will be communicated before the return is shipped.
7. Refunds
For an eligible withdrawal, the applicable refund will be processed in accordance with EU consumer requirements after the withdrawal and return requirements have been satisfied.
Refunds will normally be made using the original payment method unless otherwise agreed.
The applicable refund processing timeline and any legally permitted deductions should be communicated to the customer as required.
8. Faulty or Incorrect Products
The custom-product withdrawal exemption does not remove any mandatory rights customers may have when a product is faulty, defective, damaged, or incorrectly supplied.
If you receive a faulty, damaged, or incorrect product, contact us promptly at support@certified-stone.com with:
· Order number
· Description of the issue
· Photographs or other supporting information, where applicable
Our team will review the issue and provide the appropriate resolution.
9. Order Specifications and Records
For custom and made-to-order purchases, we may retain records of the specifications confirmed by the customer, including:
· Ring size
· Selected diamond or gemstone
· Engraving details
· Measurements
· Design specifications
· Customisation requests
· Relevant customer communications
These records help confirm the specifications under which the custom product was produced.
10. Important Notice Before Purchase
Please review the product description carefully before placing your order.
Products marked as:
“Custom,” “Personalised,” “Made to Order,” “Bespoke,” “Engraved,” or similar
may not qualify for the EU 14-day right of withdrawal where they are made according to your specifications or clearly personalised.
By completing an applicable custom order, you confirm that you have reviewed and approved the product specifications.
11. Contact Us
For questions regarding EU withdrawals, returns, custom orders, or refunds, please contact:
