The Vineyard Brooch

Please note our return policy varies depending on the item/s you are considering for purchase.

The following 2 item types are explained below:

• Custom Jewellery Orders ‘Made To Order’

• Loose Emeralds & Finished Jewellery

Made To Order Custom Jewellery, aka “Design Your Own”:

There is a 14 day return window to review your one-of-a-kind custom piece of jewellery.  If you are not completely satisfied with your item, you may return it for a full refund.

There are situations where we will reserve the right to change our return policy for unusual custom orders, long payment periods, or clients we cannot confidently satisfy. We will contact you about any changes to our return policy for your order if it does not meet our standard return policy.

Items must be returned in the same condition as they were sent . If the item is damaged in any way it will void our return policy. We cover shipping to you and the insurance on the return package; you’re just responsible for the postage fees on the return shipping. Also important to note: while you have possession of any item, you are fully responsible for its value and care. It is not insured under our policy once delivered.

We encourage our clients to preview the loose gemstone they are interested in before creating a custom order jewelry setting if you want more confidence before starting the production process.  We also offer to-scale wax models of the setting using our 3D printers.

Please contact us to inquire about any special questions or circumstances that we can help you with.

Please call us at +852 9664 1603 or email us at info@gemsolutionsltd.com

For Loose Emeralds & Finished Jewelry Orders:

We offer a 14 day return window for you to review your emerald or finished jewelry item. The 14 day period begins when you sign for and receive your item from the shipping carrier. If you are not completely satisfied with your item, you can return it for a full refund. We cover shipping to you in most cases and the insurance on the return package; you’re just responsible for the postage fees on the return shipping. While you have possession of any item you are fully responsible for its value and care.

If you need an extended return window period, special circumstances can be agreed upon; however, they must be done prior to the shipment of your item. Please contact us at +852 9664 1603 to make special arrangements for an extended return window period.

Please note: Loose emeralds 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 jeweller until you fully intend to purchase it.

Special Conditions

• We reserve the right to change a return policy on certain items/situations on a case by case basis, if so we will inform the client in writing prior to commencing a transaction.

• Entirely unique custom designs initiated/designed by a client will often not be accepted for returns.

• We reserve the right to decline service to individuals whom we feel we cannot properly accommodate.

• Rush service fees are not refundable.

General Shipment Policy

Effective Date: March 12, 2026

At Gem Solutions Ltd., we prioritise the security and integrity of every gemstone entrusted to us. Because we handle high-value goods, our shipping procedures are strictly governed by the following terms:

1. Inbound Shipments (To the Laboratory)

• Client Responsibility: The Client is solely responsible for all costs, logistics, and risks associated with shipping gemstones to our Hong Kong facility.

• Secure Carriers: We strongly recommend using specialized secure couriers (e.g., Malca-Amit, Brink’s, or Ferrari Express) for high-value stones. For lower-value items, FedEx or DHL with "declared value" may be used at the client's discretion.

• Packaging: Stones must be securely packed in a gemstone paper/parcel (stone paper) and placed inside a tamper-evident padded envelope or box.

• Documentation: A copy of the Service Submission Form and a commercial invoice (for international shipments) must be included inside the package.

2. International Shipments & Customs

• Duties and Taxes: The Client is responsible for all import/export duties, VAT, GST, or other taxes levied by customs authorities.

• Harmonized System (HS) Codes: Please ensure all shipments are correctly labeled (e.g., HS Code 7103 for precious stones).

• Temporary Import: For stones sent to us for service and return, please mark the shipment as "Goods for Repair/Processing and Return" to minimise unnecessary duty charges.

  
  

3. Outbound Shipments (Return to Client)

• Shipping Costs: Return shipping fees will be added to the final service invoice unless the Client provides their own courier account number.

• Release of Goods: No items will be shipped until the service invoice is paid in full.

• Address Verification: We only ship to the "Business Address" provided on the Submission Form. We do not ship to P.O. Boxes.

  
  

4. Insurance & Liability

• No Automatic Coverage: Gem Solutions Ltd. does NOT provide insurance coverage for items in transit.

• Client Insurance: It is the Client’s responsibility to ensure their "Goods in Transit" insurance policy covers the full replacement value of the stones while they are being moved to or from our facility.

• Liability Limit: Our liability for any shipment-related loss is strictly limited to the cost of our service fee and does not include the value of the gemstone.

  
  

5. Inspection Upon Receipt

• Visual Check: Upon receiving a package, we perform a visual inspection of the outer seal. If the package appears tampered with, we will refuse the delivery and notify the Client immediately.

• Discrepancies: Any discrepancy between the "Declared Weight/Count" on the Submission Form and the "Received Weight/Count" will be reported to the Client within 24 hours.