Refund & Return Policy

Last updated: 19/06/2024

At Tenora Ceylon Gems, we prioritize your satisfaction and strive to provide an exceptional shopping experience. We understand that purchasing gemstones online is a significant investment, and we are committed to ensuring your complete satisfaction with every purchase. Below is our detailed refund and return policy designed to make your return process as seamless and efficient as possible.

Return Eligibility:

1. Time Frame: You can return items within 30 days of receipt.
2. Condition: Items must be in their original, unused condition, with all original packaging and certification included.

How to Initiate a Return:

1. Contact Us: Email our customer service team at info@tenora.co.uk with your order number and reason for return.
2. Return Shipping: After authorization, you will receive a prepaid return shipping label. Use this label to securely send the item back to us.

Processing Time:

• Inspection and Approval: Once we receive the returned item, it will be inspected to ensure it meets the return criteria. This process typically takes 1-2 business days.
• Refund: After approval, refunds will be processed within 3-5 business days. Depending on your payment method, it may take an additional 5-10 business days for the funds to appear in your account.

Exchanges:

• To exchange an item, follow the return process and place a new order for the desired item to ensure quick delivery.

International Returns:

• Processing Time: Returns from outside the UK may take longer due to international shipping and customs processing times. Typically, international returns take up to 14-21 business days to reach us.
• Refund Time: After we receive and inspect the return, the refund process is the same as domestic returns, but it may take an additional 7-10 business days for international transactions to be processed and appear in your account.

Additional Information:

• Insurance: We recommend insuring return shipments for the item’s value, as we are not responsible for items lost or damaged in transit.
• Return Shipping Costs: For international returns, customers are responsible for return shipping costs, duties, and taxes.

Contact Information: For any questions or concerns regarding your return, please contact our customer service team at info@tenora.co.uk.