Return policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

This page summarises how returns work at SOSNA Gems. Full shipping and return terms, including delivery times and customs information, are set out on our Shipping & Returns page.

How to Request a Return

Contact us at sale@sosnagems.com within 14 days of delivery. Include your order number and identify the product you wish to return.

Wait for our secure return address and shipping instructions before sending anything. Because every shipment contains certified gemstones or fine jewelry, returns are received at a secured address that we provide individually. Items sent back without first requesting a return will not be accepted.

Package the product securely and return it using a tracked service insured for its full value. EU consumers must dispatch an eligible returned product no later than 14 days after notifying us of their decision to withdraw.

Return Conditions

To qualify for a return, the product must be:

unused and unworn;
in its original condition and packaging;
returned with the original security seal intact, where one was applied;
accompanied by all original laboratory certificates, reports, documentation, accessories, and presentation materials;
identifiable as the original product supplied by SOSNA Gems.

The customer remains responsible for the returned product until it has been delivered to us.

Return Shipping Costs

Return shipping costs are paid by the customer, unless the product was supplied incorrectly, arrived damaged, or is confirmed to be defective.

Customs duties, import taxes, brokerage fees, and clearance charges paid directly to a government authority or carrier are not collected by SOSNA Gems and cannot be refunded by us. You may need to apply separately to the relevant authority for reimbursement.

Products Excluded from Return

Subject to applicable law, the following are excluded from return once the relevant work or process has begun:

custom-made, bespoke, engraved, resized, or otherwise personalized jewelry;
gemstones recut, repolished, treated, mounted, or otherwise altered at the customer's request;
gemstones submitted for independent laboratory certification at the customer's request, once the certification process has started;
products modified, damaged, substituted, or returned without their original documentation or security seal;
investment gold and other precious-metal products whose price depends on financial-market fluctuations, where applicable law excludes the right of withdrawal.

These exclusions do not affect your statutory rights where a product is faulty, damaged, or does not conform to the contract.

Return Verification

Every returned gemstone or jewelry item undergoes physical and, where appropriate, gemological verification. The returned item may be compared with its original report number, weight, dimensions, identifying inclusions, security seal, and other recorded characteristics.

This verification protects both the customer and SOSNA Gems by confirming that the returned product is the same item that was originally dispatched and that it has not been altered or substituted.

Damages and Issues

Please inspect your order on arrival and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.

European Union: Right of Withdrawal

EU consumers have the statutory right to withdraw from an eligible distance contract within 14 days, for any reason and without justification, subject to the applicable legal exceptions listed above. The product must be returned in the same condition in which it was received, with all original documentation and packaging.

Refunds

Refunds are processed after the returned product has been received and successfully verified. Reimbursement will be completed within the timeframe required by applicable law and is generally returned through the original payment method.

Purchases made using cryptocurrency are refunded according to the separate cryptocurrency refund provisions in our Terms & Conditions.

For non-EU returns, original outbound shipping charges are not refundable unless the product was faulty, damaged, or supplied incorrectly. For EU consumers, reimbursement of standard outbound delivery costs is handled in accordance with applicable consumer law. Additional charges paid for a premium delivery method are not refundable beyond the cost of the least expensive standard delivery method offered.

If a returned product shows wear, damage, alteration, a broken security seal, missing documentation, or handling beyond what is reasonably necessary to inspect it, an appropriate reduction may be applied to the refund where permitted by law.

Exchanges

Please contact us before returning a product for exchange. Exchanges depend on availability and may be processed as a return followed by a new order.

Legal Information

This page provides a practical summary of our return procedures. It does not limit any mandatory consumer rights applicable in the customer's country. Please also review our Terms & Conditions. If there is a discrepancy, the Terms & Conditions and applicable mandatory law take precedence.

SOSNA Gems Investments a.s., Školská 689/20, 110 00 Praha 1, Czech Republic