Refund policy

Ready-made inventory stones — our standard policy
For finished stones purchased directly from our existing inventory, we accept returns within 7 calendar days of the date you receive your order, for any reason. To qualify, the stone must be returned in the exact same condition you received it; unworn, unaltered, with all original packaging and any included documentation or certification intact. The customer is responsible for return shipping costs.

How to start a return
Email us at michael@maikurumotogems.com within 7 calendar days of delivery to let us know you'd like to return your item. We'll confirm the return and provide instructions for sending it back.

(Note: this section applies to ready-made inventory. Custom and commissioned work is covered separately below — see "Custom and commissioned work.")

Condition requirements
Because each stone is one of a kind, returned items are inspected on arrival. To be eligible for a refund, the stone must be in the exact, unchanged condition it was shipped in; the same cut, polish, and presentation, with nothing altered, used, or damaged, and all original packaging and documentation included. Items that don't meet this standard will not be eligible for a refund and will be sent back to the customer.

Return shipping
The customer pays for return shipping. Because of the value of these items, we require that return shipments be insured for the full purchase price and sent with tracking and signature confirmation. We cannot issue a refund for a return that is lost or damaged in transit without insurance covering it.

Custom and commissioned work — final sale once cutting begins
High-end custom gem cutting is fundamentally different from a retail purchase, and our policy reflects that. Each commission represents design work, irreplaceable rough material, more hours of cutting time in many cases, and equipment wear that cannot be recovered or undone. For that reason:

- A 50% non-refundable deposit is required before any design or cutting work begins. This deposit secures your place in our work queue and funds the time, planning, and materials commitment that starts immediately on our end.
- Once a design is approved and cutting has begun, the commission is final sale. It is not eligible for return, refund, or exchange on the basis of a change of mind, change in circumstances, or any reason not described below.
- The remaining balance is due upon completion, before the finished piece ships.

The only exceptions are situations where the finished piece does not match the specifications you and we agreed to in writing before cutting began, or where it arrives damaged in shipping. In either of those cases, contact us at michael@maikurumotogems.com with details (and photos, where relevant) so we can make it right through correction, replacement, or refund as appropriate to the situation.

We're glad to work closely with you through the design phase, including CAD previews, material selection, and sign-off on the final faceting plan; specifically so that there are no surprises once cutting starts. That collaborative process is what makes the final-sale terms fair to both sides: you know exactly what you're getting before the irreversible work begins.

Refunds
Once we receive and inspect a returned stone, we'll let you know whether it's approved. Approved refunds are issued to your original payment method within 5–10 business days. Original shipping charges are non-refundable.

Damaged, defective, or incorrect items
If your stone arrives damaged, doesn't match its listing, or isn't what you ordered, contact us at michael@maikurumotogems.com within 48 hours of delivery with photos of the item and packaging and we'll make it right with a replacement or full refund, including shipping costs. (This is separate from the standard return process above and doesn't require return shipping at the customer's expense.)

Exchanges
We don't offer direct exchanges. If you'd like a different stone, start a return for the original under the policy above and place a new order.