Refund & Return Policy
AYDOV GEMS CO., LTD. (บริษัท อายดอฟ เจมส์ จำกัด) • Bangkok, Thailand
1. Our Commitment to Gemstone Quality
At AYDOV GEMS CO., LTD., every colored gemstone is individually inspected, gemologically evaluated, and cross-referenced with independent laboratory reports (such as GIA, GIT, AIGS, or Lotus Gemology) before export from Bangkok.
Because our business specializes in bespoke, high-value loose colored gemstones sourced to specific client requirements, we maintain a clear, professional, and transparent return and refund policy to ensure complete confidence in every purchase.
2. Mandatory 48-Hour Inspection Window
Upon delivery by FedEx, the customer has a 48-hour inspection period (starting from the verified delivery timestamp on courier tracking) to inspect the gemstone and verify its specifications against the accompanying laboratory report.
If you detect any material discrepancy between the gemstone and the laboratory report, unapproved damage, or undisclosed defect, you must notify AYDOV Gems in writing at [email protected] within 48 hours of delivery.
3. Return Merchandise Authorization (RMA) Procedure
No returns will be accepted without prior written Return Merchandise Authorization (RMA) from AYDOV GEMS CO., LTD..
- Submit Return Request: Email [email protected] within the 48-hour inspection window, specifying your invoice number, gemstone details, high-resolution photographs/videos, and the specific reason for return.
- RMA Issuance: If the return is eligible, we will issue an RMA number and provide precise international return shipping and customs instructions to our Bangkok office.
- Dispatch Return: The stone must be packaged securely and dispatched via an approved insured express courier (FedEx) within 3 business days of RMA issuance.
4. Mandatory Condition of Returned Gemstones
To be eligible for a full refund, returned items must satisfy all of the following strict gemological conditions:
The gemstone must not have been set into jewelry, recut, polished, heated, or altered in any manner.
The original laboratory report, certificate, and all packaging must be returned intact and undamaged.
If the gemstone was delivered in a tamper-evident laboratory seal cassette, the seal must remain completely unbroken.
The parcel must be fully insured for its full declared value during return transit to Bangkok.
5. Non-Returnable and Ineligible Situations
- Gemstones that have been set into jewelry, mounted, recut, chipped, scratched, or damaged after delivery.
- Items returned without prior written RMA authorization from AYDOV GEMS CO., LTD..
- Returns initiated after the expiration of the 48-hour inspection window.
- Stones missing their original laboratory certificates.
- Custom-cut or specially modified gemstones commissioned to non-standard client specifications.
6. Gemological Verification and Refund Timeline
Upon arrival of the return at our Bangkok office:
1. Verification: Our gemologist will inspect the returned stone under microscopic examination to verify that its weight, dimensions, inclusions, and optical properties match the exact record of the stone originally dispatched.
2. Approval & Processing: Upon successful verification (within 2 business days of receipt), we will process your refund.
3. Payment Method: Refunds are issued to the original payment method (credit/debit card via Stripe or bank wire transfer). Funds typically appear in your account within 5 to 10 business days depending on your card issuer or banking institution.
7. Return Shipping Costs and Customs Duties
Unless a return is due to a verifiable error on our part (e.g. incorrect stone shipped or material discrepancy with the lab report), the customer is responsible for return courier shipping fees and transit insurance. Original shipping charges and import duties paid to destination customs authorities are non-refundable by AYDOV Gems.
Returns Department:
AYDOV GEMS CO., LTD. • 314-314/1-4 TSR Silom Building, 5th Floor, Room 5B, Silom Road, Suriyawong, Bang Rak, Bangkok 10500, Thailand
Email: [email protected] • WhatsApp: +66 96 989 3980