Refund policy

Returns

We stand behind every piece we present. If for any reason you are not completely satisfied, we accept returns within 30 days of delivery. The piece must be unworn, in original condition, with all accompanying documentation.

We ask that you contact us before initiating a return so we can assist you personally and ensure the process is handled with care. Every return begins with a conversation, just like every purchase.

Return shipping is the responsibility of the client and must be sent insured through a tracked courier.

Natural Characteristics

Colombian emeralds are natural gemstones formed over millions of years. Each stone carries unique characteristics including jardín inclusions, subtle color variations, and individual optical properties. These are marks of authenticity and natural origin, not defects. Similarly, our pieces are handcrafted by artisans in our Bogotá workshop and may carry the subtle signatures of the human hand.

Bespoke Commissions

Custom pieces are created specifically for you. A 50% deposit is required to begin the process and is non-refundable once stone selection is confirmed. Once fabrication begins, the commission is non-refundable. Design revisions during the design phase (before fabrication) are welcome.

Loose Stones

Loose stones are eligible for return within 14 days of delivery for inspection purposes. The stone must be returned in identical condition. If the stone has been set or altered in any way, no return is accepted.

Refunds

Once your return is received and inspected, refunds are processed within 7 business days and applied to your original payment method.

Damaged or Incorrect Items

In the rare event that a piece arrives damaged or incorrect, contact us within 48 hours of delivery. We will arrange a replacement or full refund at our discretion and cover return shipping.

Questions

For any concerns, contact us directly at contact@andresvalserra.com