Refund Policy
Your satisfaction is guaranteed with our comprehensive return policy
Last Updated: January 8, 2026
Our Return Promise
At Nova's Gems, your satisfaction is our priority. We want you to be completely confident in your purchase of our ethically sourced, GIA-certified gemstones from Sri Lanka and the world's most legendary mines.
Every gemstone we sell comes with our lifetime authenticity guarantee and a comprehensive return policy designed to give you complete peace of mind.
100% Satisfaction Guaranteed
We stand behind every gemstone with our lifetime authenticity guarantee, free insured shipping, and 30-day return policy. Your trust is our foundation.
*Free return shipping on all orders over $1,000 and all damaged/defective items
Return Window
We offer flexible return windows based on your purchase:
30-Day Returns
All standard gemstones
- Starts from delivery date
- Full refund or store credit
- Free return shipping over $1,000
60-Day Returns
Gemstones over $5,000
- Extended evaluation period
- Priority return processing
- Complimentary return shipping
Extended Holiday Returns
Nov 15 - Dec 31 purchases
- Returns until January 31
- Perfect for gift giving
- All standard benefits apply
The return window begins on the date you receive your gemstone, as confirmed by the shipping carrier's delivery confirmation.
How to Return Your Gemstone
Our streamlined 5-step process makes returns simple and secure:
Contact Our Returns Team
Email returns@novasgems.com with your order number and reason for return. Our dedicated team will respond within 24 hours with personalized assistance.
Receive Return Authorization
We'll provide you with a unique Return Authorization (RA) number and detailed packing instructions. This RA number is required for all returns.
Package Your Return Securely
Place the gemstone in its original packaging with all certificates (GIA, authenticity), documentation, and accessories. Use a sturdy outer box with proper cushioning.
- ✓ Original gemstone case/box
- ✓ GIA certificate (if applicable)
- ✓ Certificate of Authenticity
- ✓ All documentation and invoices
Ship Your Return
Use the prepaid, fully insured return label we provide (for eligible returns over $1,000) or ship via DHL, FedEx, or UPS with full tracking and insurance covering the gemstone's value.
Inspection & Refund
Our gemologists will carefully inspect the returned gemstone within 2-3 business days of receipt. Once approved, your refund will be processed immediately.
Return Conditions
To be eligible for a return, your gemstone must be in its original, unworn condition with all certificates and documentation included. The item must be returned within the applicable return window with an approved RA number.
Refund Processing Timeline
We process refunds quickly and transparently. Here's what to expect:
Day 1: Return Received
You'll receive an email confirmation that we've received your return and it's being processed by our team.
Days 2-3: Quality Inspection
Our certified gemologists carefully inspect the returned gemstone to verify authenticity, condition, and completeness of documentation.
Day 4: Refund Initiated
Once approved, your refund is immediately processed to your original payment method or as store credit (with bonus!).
Days 5-10: Refund Posted
Depending on your bank or payment provider, the refund will appear in your account. You'll receive confirmation once completed.
Refund Methods
Credit/Debit Card
Refunded to original card
5-10 business daysPayPal
Instant PayPal refund
3-5 business daysBank Transfer
Direct bank deposit
7-14 business daysStore Credit
Instant credit + 10% bonus
ImmediateStore Credit Bonus
Choose store credit instead of a refund and receive 10% extra value for your next purchase! Store credit never expires and can be combined with other offers.
Non-Returnable Items
While we strive to accommodate all returns, the following items cannot be returned:
Custom-Cut Gemstones
Specially commissioned or custom-cut gemstones made to your specifications
Mounted Gemstones
Gemstones that have been set, mounted, or altered in any way
Damaged Items
Items damaged due to customer mishandling, improper storage, or unauthorized alterations
Missing Documentation
Returns without GIA certificates, authenticity documentation, or original packaging
No RA Number
Returns shipped without an approved Return Authorization number
Expired Window
Returns initiated after the applicable return window has closed
Damaged or Defective Items
If your gemstone arrives damaged, defective, or is not as described, we will make it right immediately. Your satisfaction is our guarantee.
Immediate Action Steps
Examine your gemstone immediately upon arrival, before signing for delivery if possible
Take clear, detailed photos of the damage, packaging, and shipping label
Email support@novasgems.com with photos and order details
Do not ship the item back until you receive specific instructions from our team
Our Resolution Options
Full Refund
100% refund including all shipping costs, both original and return
Priority Replacement
Expedited replacement with priority DHL Express shipping at no charge
Alternative Selection
Choose any other gemstone of equal or greater value from our collection
We Cover All Costs
For damaged or defective items, Nova's Gems covers 100% of return shipping costs. We'll provide a prepaid, fully insured DHL or FedEx label for your convenience.
Exchanges
While we don't offer direct exchanges, we make the process seamless if you'd like a different gemstone:
Return Your Gemstone
Follow our standard return process to receive a full refund or store credit (with 10% bonus)
Select New Gemstone
Browse our collection and choose the perfect gemstone for your needs
Priority Processing
Mention you're exchanging and we'll expedite your refund and reserve your new gemstone
VIP Treatment: Let us know you're exchanging, and we'll give you priority access to newly listed gemstones and exclusive pieces from our private collection.
International Returns
We welcome customers worldwide. For international returns, please note these important details:
Return Shipping
Customer responsible for return shipping costs (unless item is damaged/defective). We recommend DHL Express or FedEx International Priority.
Customs & Duties
Original customs duties, taxes, and import fees are non-refundable. Mark package as "RETURN - NO COMMERCIAL VALUE" to avoid duplicate charges.
Shipping Insurance
Must ship with full insurance covering the gemstone's appraised value. Keep all tracking information and proof of insurance.
Processing Timeline
Allow 14-21 business days for international returns to be received, inspected, and refunded due to customs clearance.
Recommended Carriers: DHL Express, FedEx International Priority, or UPS Worldwide Express for fastest, most reliable international returns with full tracking and insurance.
Contact Our Returns Team
Our dedicated returns specialists are here to make your return experience seamless and stress-free:
Phone Support
+47 921 68 688
Mon-Fri 9AM-6PM CET
Return Address
Nova's Gems AS
Returns Department
Trondheim, Norway
(Exact address provided with RA number)
Live Chat
Available on website
Mon-Fri 9AM-6PM CET