2. Return Eligibility & Condition Requirements

To qualify for a full refund, returns must adhere to the following conditions:

• Original State: The gemstone must be in its original, unmounted, unset, and undamaged condition without chips, scratches, re-polishing, or thermal alterations.
• Original Lab Certifications: All accompanying original laboratory reports (GIA, GRS, AIGS, Lotus, etc.) must be returned in pristine condition. Replacement fees apply for missing or damaged original certificates.
• Security Seals: If shipped in a serialized tamper-evident inspection box, the item must be returned within its original casing.
• Custom & Bespoke Commissions: Custom gemstone cutting or bespoke jewelry setting commissions are considered final sale once client authorization is executed, unless otherwise agreed in writing.

3. Step-by-Step Return Process

1. Initiate Request: Contact our client concierge within the 14-day window at igmgems@hotmail.com or via WhatsApp to receive a Return Merchandise Authorization (RMA) number.
2. Insured Return Shipping Label: We provide a fully insured prepaid return shipping label and courier pickup instructions (FedEx Priority / Armored Logistics). Do not ship high-value gems via standard postal mail.
3. Secure Packaging: Carefully pack the gemstone in its original presentation box and transit outer carton according to our packing guidelines.

4. Gemological Verification & Refund Processing

Upon receipt at our Bangkok office:

• Our gemologists inspect the stone under microscopic examination to verify carat weight, dimensions, refractive index, and internal inclusion mapping against the master record.
• Verification is completed within 48 business hours of receipt.
• Upon approval, a 100% refund is issued to the original payment method (bank wire transfer or card) within 3 business days.

5. Assistance & Concierge

Need assistance with an ongoing acquisition or return request? Our client support team is at your service: