Loose stones marked "returnable" in the listing are eligible for return in accordance with our Returns Policy. To initiate a return, please follow our step-by-step guide: Submit a Return.
How do I know if my stone is returnable?
A stone is eligible for return if it was purchased with the Returnable status confirmed on your Order Detail page. Use the "Returnable" filter during your search to narrow down your results. You should always verify the status of the specific stone at the checkout stage before confirming your order.
- Green Tick: If a stone is returnable, you will see a green tick and a "Returnable" confirmation in the stone details.
- Yellow Warning Box: If a stone is non-returnable, a yellow box will appear at checkout stating: "This stone is not returnable - Returning this stone after order has been placed is not allowed".
- Always check for these indicators before you finish your purchase, as the status at checkout is the definitive record of your return eligibility.
- Exclusions: Melee diamonds, Sealed Stones: Diamonds that are blister-packed or marked as "Sealed, non-returnable", stones marked as non-returnable, and any stones that have been set, modified, or damaged after delivery are not eligible for return.
Why is the "Return" button missing?
If you cannot see the return option next to your stone in the Orders tab, it is usually due to one of the following:
- Non-returnable status: The stone was not returnable at the time of purchase.
- Expired window: You have passed the 35-day return window from the date the stone arrived at the hub.
- Technical Error: If you believe the stone should be eligible but the button isn't responding, try clearing your browser cache. If the issue persists, contact us and we can generate the label manually.
Return Timeline & Fees
- Window: Items must be in Nivoda's possession no later than the 35th day after arrival at the local hub. Returns received after the return window may be refused.
- Fee: The return fee is $35 USD per shipment. To avoid being charged twice, ensure you select all stones you wish to return at the same time. For more info see: