Returns, Refunds & Cancellation Policy
Effective date: October 29, 2026
1.1. General and statutory rights
This policy covers cancellation, return and refund requests for Gemerald purchases. It does not limit mandatory consumer protections in Israel or other applicable jurisdictions. Specific legal periods, exceptions and remedies may depend on the customer, product and transaction.
2.2. Cancellation before shipment
Customers may request cancellation before shipment by emailing info@gemeraldgems.com or using the website cancellation mechanism. Eligible refunds will be made to the original payment method within applicable legal deadlines. Cancellation or payment processing fees are deducted only when expressly lawful; fees are not charged for qualifying nonconformity or failure by Gemerald to fulfill its obligations.
3.3. Standard gemstone returns
For ordinary, noncustomized gemstones, customers may request a return within 14 calendar days after delivery. A longer period or later statutory start date applies where required by law, including qualifying Israeli distance sales and protected consumer categories. Customers should identify the order and gemstone, preserve accompanying certificate and documents, and return the item in its original packaging when reasonably possible. Missing original packaging does not automatically remove a mandatory legal right.
4.4. Secure return arrangements
Contact Gemerald before dispatching a return. Gemerald will coordinate a suitable secure return shipment, ordinarily using Malca-Amit, Ferrari Group or another approved insured secure service, and provide instructions. For ordinary change-of-mind returns, the customer bears reasonable return shipping and insurance costs only where law permits. Gemerald bears costs required by law for wrong, defective or materially misdescribed products. Customers should retain proof of shipment.
5.5. Stone identity and condition inspection
Gemerald will inspect the returned stone to confirm identity, weight, dimensions, physical condition, treatment condition and accompanying documents. Gemerald may document discrepancies and obtain a gemological assessment. Customer-caused damage, alteration or substitution may lead to a documented compensation claim or lawful value reduction; such concerns do not authorize indefinite withholding of mandatory refunds. No deduction applies for damage or defects legally attributable to Gemerald or its carrier.
6.6. Refunds and original delivery fees
Refunds will be made to the original payment method, subject to applicable statutory deadlines. For qualifying Israeli distance-sale cancellations, refunds are generally due within 14 days after valid notice; for qualifying EU withdrawals, reimbursement is generally due within 14 days after withdrawal notice, subject to any lawful right to withhold until receipt of goods or proof of dispatch. Gemerald will not delay a mandatory refund merely because its internal inspection remains unfinished. Original standard delivery fees will be reimbursed where legally required; premium delivery surcharges may be excluded where lawful.
7.7. Custom-cut gemstones
Before cutting begins, Gemerald will obtain explicit approval of specifications, price, pre-cut gemstone weight used for pricing, and applicable cancellation conditions. Because cutting is irreversible, genuinely customized stones may be excluded from voluntary change-of-mind returns where lawful. Any mandatory right to cancel before production begins and remedies for defects, incorrect specifications or misdescription remain intact.
8.8. Incorrect, damaged, lost or undelivered products
If a stone is incorrect, defective, materially misdescribed, damaged in delivery or not delivered, contact Gemerald promptly with order details and available evidence. Gemerald will investigate and offer the repair, replacement, refund or other remedy required by applicable law. If Gemerald cannot fulfill the order, it will promptly notify the customer and issue a full refund unless a different lawful remedy is agreed.
9.9. How to cancel
Customers may cancel by contacting info@gemeraldgems.com, calling +972 3 575 3057 or using the clearly accessible cancellation mechanism on the website. Provide the order number and information reasonably necessary to identify the transaction. A reason is not required for an unconditional statutory withdrawal. Gemerald will acknowledge the request and provide return instructions. Applicable Israeli law may require additional cancellation channels and disclosures; these must be implemented before publication.
10.10. Trade purchases
Purchases genuinely made for business or resale may be subject to separately agreed trade terms and different statutory rules. The nature of the purchase, not merely the value of the gemstone, determines whether consumer rights apply.
11. Contact
Gemerald Collection Ltd.Company no. 516708682
1 Jabotinsky St., Maccabi Building, Suite 653, Ramat Gan 52520, Israel
Phone: +972 3 575 3057
Email: info@gemeraldgems.com
Website: gemeraldgems.com