Stone Details:

• SKU: WRSLTS001600
• Gemstone Type: Tsavorite Garnet
• Carat Weight: 2.18 ct
• Price per Carat: $ 604.20
• Shape: Heart
• Color: Green
• Clarity: VVS
• Size (mm): 8.66 x 7.88 x 4.43
• Treatment Type: Unheated
• Origin: Kenya
• Certificate No.: No Certificate

SHIPPING, IMPORT & CUSTOMS POLICY

SHIPPING POLICY

Order Confirmation and Payment

Once your order is confirmed and your payment is received, we initiate the preparation process for shipping. This process is crucial for meeting our high standards and your expectations.

Pre-Shipment Processing Time

We strive to prepare and ship your order as quickly as possible. The time between order quote confirmation and shipping varies depending on the type of product purchased and its availability. We take the time to ensure thorough quality control and that the correct products are being shipped.

• Certified Gemstones and Diamonds: After your order quote has been confirmed, processing for certified gemstones and diamonds will take up to 5 business days.
• Calibrated Gemstones and Diamonds: The processing time frame for calibrated gemstones and diamonds is dependent on product availability.
• Jewelry: For standard jewelry items, please allow up to 4-6 weeks for shipping. Customized jewelry requires additional time for crafting and personalization.

Shipping Initiation

After all the pre-shipment processing is complete, your order will be dispatched. You will receive a notification with tracking details as soon as your package is shipped.

Quality Assurance

The pre-shipment preparation period allows us to conduct detailed inspections and any needed adjustments to guarantee that the product meets your specifications and our quality standards.

Shipping Carrier

We use FedEx for all our shipments, including returns.

Customer Communication

We will keep you informed throughout the process and provide updates regarding the status of your order. Should there be any unforeseen delays or additional verifications required, we will promptly communicate these developments via email, WhatsApp, or through our website.

Contact Us

If you have questions at any stage or require further information regarding your shipment, please contact our customer support team. We are here to assist you and to ensure a smooth and satisfactory delivery experience.

IMPORT AND CUSTOMS POLICY

Import Fees and Duties Policy

At WHITEROCK, we strive to provide our customers with clear and transparent pricing information. However, it is important to note that our prices exclude overseas customs duties, foreign taxes, or all import fees.

Responsibility for Import Fees

Import duties, taxes, and any related charges are not included in the item price or shipping costs. These charges are the buyer’s responsibility. Prior to purchase, please check your local laws and regulations of your country to determine any potential additional costs.

Buyer’s Responsibility Statement

By completing your purchase, you agree to pay any and all import fees that may be levied by your country’s customs authorities. WHITEROCK is not responsible for covering these costs under any circumstances. WHITEROCK is not responsible to reimburse you for any costs.

Shipping and Customs

We ship internationally with the understanding that you, the buyer, are familiar with and will comply with your country’s import rules and regulations. Failure to pay import duties or taxes may result in customs delays beyond our original delivery estimates. Goods may be held at customs until such fees are settled. WHITEROCK bears no responsibility for delays or for releasing the goods from customs.

Contact for Assistance

If you have questions about potential import fees or how they are assessed, we encourage you to contact our customer service team. We are here to provide guidance and assist with your ordering process, but final responsibility for understanding and covering import fees lies with you, the buyer.

Contact Us

If you have any questions or queries regarding the Shipping, Import and Customs Policy, please contact us.

RETURN POLICY

Eligible Returns

We accept returns for certified diamonds, certified gemstones, and standard jewelry pieces under specific conditions. To be eligible for a return, items must meet the criteria outlined below and must be returned within 7 days from the date of delivery. Additionally, all returned items must be in their original condition, and in their original packaging.

While our policy generally requires that returns conform to these reasons, we recognize that exceptional circumstances may occur. If you find yourself in an emergency or a unique situation, please contact us directly. While exceptions to our return policy are not guaranteed, we are committed to understanding and addressing your concerns on a case-by-case basis.

• Calibrated Diamonds and Calibrated Gemstones: We do not accept returns on calibrated diamonds and calibrated gemstones due to their specific nature and customization.
• Customized Jewelry: Any jewelry pieces that have been customized or made to order cannot be returned. These are considered final sale and are not eligible for return.

Reasons for Acceptance for Returns

• Misrepresentation: If the item you received is significantly different from the description provided on our website or the details specified in any accompanying certification documentation. This includes receiving an item that has major discrepancies in size, color, clarity, cut, or carat weight that alter the fundamental characteristics of the item.
• Defective Product: If the product has a defect that was not disclosed prior to purchase or was not evident at the time of purchase, impacting the item's usability, appearance, or longevity.
• Order Mistake: If the wrong item was sent due to a packing error or a mix-up in order fulfillment. We strive to correct these mistakes swiftly and satisfactorily.

Return Period

You have 7 days from the date of delivery to initiate and ship the return. Please ensure that we receive confirmation of the shipment within 7 days from the delivery date.

Condition of Returns

Items must be returned in the original packaging and condition. Returns without original packaging or in altered conditions may be refused or subject to a fee.

Shipping Returns

You are responsible for shipping the items back to us within the 7 business day period. Once we receive and confirm your return request, we will provide you with a return slip for your package. You must ship it back to us and send us confirmation of the shipment within this 7 business day period. We recommend using a trackable and insured shipping service to ensure the safe return of your item and to verify its journey. Please note that until we receive the item, it remains under your responsibility. Any issues during the return transit, including loss or damage, are the buyer's responsibility.

Return Processing

After we receive your returned item, it may take up to 21 days for inspection and vendor approval. Once we have a vendor decision, we will notify you regarding the acceptance or rejection of your return. If your return is accepted, please allow additional time for us to process your refund, which will be issued as store credit. If your return is not accepted, the item will be shipped back to you at your expense.

Inspection and Vendor Approval

All returns undergo inspection and vendor approval. All returned items are subject to inspection to verify their condition and authenticity. Returns must also receive vendor approval. If a return fails to meet our quality checks or the initial product specifications, the vendor may reject it. In such cases, the item will be returned to you at your expense.

Damaged or Defective Items

For damaged or defective items, contact us immediately for assistance. You will be guided through the return process with specific instructions for handling the claim to ensure that the resolution is satisfactory.

Initiating a Return

To initiate the return process for eligible certified diamonds or certified gemstones or standard jewelry, please contact our customer service team within 7 business days of delivery and we will provide a return slip to include in your package. Ensure you ship the item back promptly and provide shipping confirmation within the specified 7-day period. Upon receipt, the item will undergo inspection. If the return is accepted, you will be credited. If rejected, the item will be returned to you at your expense. Ensure all steps are completed timely to facilitate a smooth return process.

Refund Processing

Once we receive, inspect, and if approved, please allow 7-14 days for your refund to be fully processed. Refunds will be issued in the form of store credit, this credit can be used for any future purchases on our website, giving you flexibility and convenience for your future shopping experience. We strive to handle your refund efficiently and will inform you of the specifics when the time arises.

Refund Notification

We will notify you once your refund has been processed. Please note that it may take some time for the refund to appear in your email account as we will email you a confirmation about the credit amount. Please note that the actual timing of the refund may vary, between 24-48 hours after notification.

Contact Us

If you have any questions or queries regarding the Return Policy, please contact us.