Shipping/ReturnsOur Return Policy At the Gem Syndicate your complete satisfaction with our product is guaranteed or items may be returned or exchanged within 14 days from when you sign for and receive your item from the shipping carrier, with a Return Merchandise Authorization and prepaid shipping label. Returns after the 14 day inspection period can be returned for store credit, as long as the item you are returning is not damaged or worn. While you have possession of any item you are fully responsible for its value and care. Please note: Loose gemstones will not be accepted for a refund if they have been set, scratched, chipped, fractured, weigh differently or have been altered in any way. We strongly recommend that you do not set your gemstone with another jeweler until you fully intend to purchase it.For Custom Orders:There are 2 primary costs that go into making a custom order and we have different policies on which can be returned: The Center Gemstone: The stone being used in the design can almost always be returned for a full refund within 14 days after receiving the item.The Setting and Materials Used: The Setting that was made for the specific gemstone is not returnable for a few reasons. Custom made settings are created to fit the precise dimensions of the center stone and the finger size of the client. Custom made orders are crafted to the specific taste and liking of the client, and unfortunately we cannot issue refunds on the setting component of the order as it is highly unlikely that another client will purchase the specific design and center stone that was created. We WILL allow the center stone to be returned for a refund within 14 days of receipt because the stone can still be used in countless other design options that our future customers can choose from. Should you request a custom setting to be manufactured for your stone selection, payment in full is required before production will begin. There are situations where we will reserve the right to refuse a return on custom orders, such as if a setting style (bezel setting) poses risk to remove from the ring or if we are required to recut the center stone for a special issue, such as altering the shape for various reasons to work in the setting design. In this case we will inform you in writing of this special circumstance. We encourage our clients to preview the loose gemstone they are interested in before creating a custom order jewelry setting for that stone. To help our customers better imagine their custom jewelry pieces, we provide two complimentary computer rendered images (CAD) and one 3D wax model of the setting. The wax model is available to see the design in person before you place your order. Please contact us to inquire about these services.HOW TO RETURN AN ORDER 1. Obtain the Return Shipping Authorization Code and Return Shipping Label: Call us at 888.713.9805 to obtain a return shipping authorization code and prepaid shipping label. 2. Packing your order: For all returns and exchanges, include all original packaging and accompanying materials, including the packing slip and all gemstone certificates (a $50-250 replacement fee per certificate, depending on source of certificate, will be charged otherwise). For security reasons, do not write jewelry, gemstones or other related words anywhere on the package. 3. Shipment and Insurance: In order for the insurance to be valid with the use of your UPS prepaid label, you must “double box” your shipment and follow these instructions. Enclose your gemstone inside its original gemstone box. For your convenience, we recommend using the original packaging from your order. Place the gemstone box inside the small box. Place the small box inside the larger box. Affix the label to the outside of the larger box and drop it off at your nearest UPS location. The Gem Syndicate and UPS are not responsible for packages dropped off in UPS Drop Boxes or Non-UPS staffed locations. Obtain a UPS receipt to confirm that the item has been shipped – this receipt will act as proof of insuranceREFUND PROCESS After we receive the returned order, our Quality Assurance department will inspect and verify the condition of the item. Returns take approximately seven business days to process upon receipt of the item. The Gem Syndicate will refund the original purchase amount of the item less the cost of return shipping/insurance via the mode of payment used in the original purchase. For all credit card refunds, please allow one monthly billing cycle in order for your credit to appear. Packages without a return shipping authorization number or packages that were refused delivery will not be accepted for refund and are subject to a minimum restocking charge of $50. Return shipping authorizations are active for seven days from the date of issue and packages must be shipped during the active time period of your return shipping authorization. If your return shipping authorization has expired, please contact us at 1.800.691.0952 to request another return shipping authorization. All requests for refunds must be in writing via email or fax. Any returns showing signs of wear or those that have been altered or damaged in any way will not be accepted for return. Improperly packaged or uninsured items will be refused receipt.If you have any questions about our return procedure, please contact us at 855.208.3560.