Casa de Esmeraldas

Refund and Return Policy

Effective date: September 24, 2026

Buying an emerald is a considered decision, and we want you confident in yours. This policy explains when returns and refunds are available.

Ready pieces and loose stones

• You may return a ready-made piece or loose stone within 7 days of delivery, in its original condition: unworn, unaltered, and with all packaging, certificates, and laboratory reports.
• Notify us first at admin@casadeesmeraldas.com so we can arrange insured return shipping.
• Return shipping is at the buyer’s expense and must be fully insured with signature on delivery. We cannot accept responsibility for uninsured returns.
• Once we receive and inspect the piece, we will refund the purchase price to your original payment method within 5 business days.

Custom and bespoke orders

Custom pieces are made to your specification. Once you approve the mock-up and production begins, the 50% deposit is not refundable. If you cancel before production begins, the deposit is refunded in full. If we are unable to complete your custom piece for any reason on our side, you receive a full refund of everything paid, including the deposit.

Damaged or lost in transit

If a piece arrives damaged, notify us within 48 hours with photographs. All shipments are fully insured; we will file the claim and repair, replace, or refund the piece.

Questions

Every purchase is arranged personally, so if anything is not right, the fastest route is always a direct conversation: admin@casadeesmeraldas.com or our contact page.