Refund policy

Refund Policy

Last updated: August 11, 2026

Ready-made inventory stones

For finished stones bought from existing inventory, I accept returns within 7 calendar days of the date you receive your order, for any reason. To qualify, the stone must come back in the exact condition it left in: unset, unworn, unaltered, with all original packaging and any included documentation or certification intact. You pay return shipping.

This section applies to ready-made inventory only. Standard cuts and commissioned work are covered separately below.

How to start a return. Write to me at michael@maikurumotogems.com within 7 calendar days of delivery and tell me you would like to return the stone. I will confirm the return and send you instructions, including where to send it.

Condition requirements. Because each stone is one of a kind, returns are inspected on arrival. To be eligible for a refund, the stone must be in the same condition it shipped in: the same cut, polish and presentation, nothing altered, set, worn or damaged, with all original packaging and documentation included. A stone that does not meet that standard is not eligible for a refund and will be sent back to you.

Return shipping. You pay for return shipping. Given what these are worth, I require that returns be insured for the full purchase price and sent with tracking and signature confirmation. I cannot refund a return that is lost or damaged in transit without insurance covering it.

Standard cuts: made to order, final sale

Standard cuts are ordered from the standard cuts collection and are cut specifically for your order after you place it. They are paid in full at checkout. There is no deposit and no separate design phase, because the design and the finished dimensions are published on each product page before you buy.

Because the stone does not exist until you order it, a standard cut is not eligible for return, refund or exchange on the basis of a change of mind.

There are two exceptions. The first is a finished stone that does not match the specification published on its product page, meaning the design, the material, or the stated cut dimensions for the size ordered. The second is a stone that arrives damaged. In either case, write to me at michael@maikurumotogems.com within 48 hours of delivery with photographs, and I will re-cut, replace or refund as fits the situation.

Natural material varies in color from one piece of rough to the next. Two stones of the same material will be close but not identical, and that variation is not a defect.

Custom and commissioned work: final sale once cutting begins

Custom cutting is a different transaction from a retail purchase, and this policy reflects that. Each commission represents design work, irreplaceable rough, cutting time that in many cases runs to many hours, and equipment wear that cannot be recovered or undone. So:

A 50% non-refundable deposit is required before any design or cutting work begins. It secures your place in the queue and funds the time, planning and material commitment that starts immediately at my 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, a change in circumstances, or any reason not described below.
The remaining balance is due on completion, before the finished piece ships or changes hands.

The only exceptions are a finished piece that does not match the specifications we agreed in writing before cutting began, or one that arrives damaged in shipping. In either case, write to me at michael@maikurumotogems.com with the details and photographs where relevant, and I will put it right by correction, replacement or refund as fits the situation.

I work closely with you through the design phase, including faceting diagrams, material selection and sign-off on the final cutting plan, specifically so there are no surprises once cutting starts. That process is what makes final sale fair to both sides. You know exactly what you are getting before the irreversible work begins.

Damaged, incorrect or misdescribed stones

If a stone arrives damaged, does not match its listing, or is not what you ordered, write to me at michael@maikurumotogems.com within 48 hours of delivery with photographs of both the stone and the packaging.

What I can offer depends on what you bought. A standard cut or a commission can be re-cut or replaced. An inventory stone is one of a kind and cannot be replaced with an identical piece, so the remedy there is a full refund including the shipping you paid, or another stone of your choosing if you would rather.

This is separate from the ordinary return process above and does not require return shipping at your expense. I will arrange and pay for the return.

Refunds

Once I have received and inspected a returned stone I will tell you whether the refund is approved. Approved refunds are issued to your original payment method within 5 to 10 business days. How quickly the credit appears on your statement after that is up to your bank or card issuer.

Exchanges

I do not offer direct exchanges. If you would like a different stone, start a return for the original under the policy above and place a new order.

Contact

Maikurumoto Gems LLC
michael@maikurumotogems.com
PO Box 72, Sturbridge, MA 01566, United States