Refund policy

returns within 30 days
You have 30 days after receiving your gemstone to request a return.

To be eligible, the gemstone must be in the same condition as delivered, unworn or unused, with all tags and security seals intact, in the original packaging, and accompanied by the original certificate and proof of purchase.

To start a return, email info@doumagems.com. We will provide instructions and the return shipping label if your return is accepted. Returns sent without prior authorization will not be accepted.

return address

For any questions about returns, contact info@doumagems.com.

damages and issues
Inspect your order upon delivery and contact us immediately if the gemstone or certificate arrives damaged, if a security seal is broken, or if you received the wrong item. We will review the case and make it right.

exceptions and non returnable items
Certain items cannot be returned:

• custom pieces such as special orders, custom cuts, or gemstones set in a custom mount

• gemstones that have been set, mounted, resized, engraved, cleaned with chemicals, or otherwise altered after delivery

• gemstones returned without the original certificate or with broken or removed security seals

• gift cards and sale items

If you are unsure about your item, email us before initiating a return.

exchanges
The fastest way to receive a different item is to return the gemstone you have. Once the return is approved, place a new order.

european union cooling off period
If your order ships to a country in the European Union, you may cancel or return within 14 days for any reason. The gemstone must be in original condition with tags, security seals, packaging, and certificate, and you must include your proof of purchase.

refunds
We will notify you once we have received and inspected your return and inform you if a refund is approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund.

If more than 15 business days have passed since your return was approved, contact info@doumagems.com.

escrow payments
For purchases paid through escrow, any approved refunds are processed directly within the escrow system according to the agreed terms. The escrow partner releases or returns funds only after both parties have confirmed the outcome of the transaction. Please note that the refund timeline may differ slightly from standard payments, depending on the escrow provider’s procedures.

shipping and insurance for returns
Use the provided label and follow our packing guide. High value returns must be shipped insured and with tracking. We are not responsible for items lost or damaged in transit if a different method is used.