Danu Group primarily deals in natural gemstones and related services. Because many gemstones are unique and because some orders involve special handling such as certification, cutting, recutting, holding, sourcing, or custom work, not every item is eligible for return in the same way.

As a general rule:

• Loose gemstones may be eligible for return within the stated return period if all policy conditions are satisfied.
• Custom work, customized stones, recut stones, certification services, and custom jewelry are generally non-returnable unless Danu Group expressly agrees otherwise in writing.
• Refunds involving misrepresentation or an error on our side will be handled responsibly and in good faith.

For eligible loose gemstones, Danu Group allows a return request within 14 days from the date of delivery, provided that all conditions in this policy are fully met.

To qualify under this return policy, the gemstone must be returned to Danu Group:

• Within the allowed return period;
• In its original, unused, and unaltered condition;
• With the original certificate, invoice or invoice copy, packaging, documentation, lab reports, and any accompanying materials originally supplied;
• After obtaining return authorization from Danu Group.

If these requirements are not met, Danu Group may refuse the return or apply reduced/refused refund treatment depending on the condition and circumstances.

To be eligible for a return, the item must remain in its original condition exactly as sent. The following conditions apply:

• The gemstone must not be set into jewelry.
• The gemstone must not be scratched, chipped, cracked, fractured, abraded, or otherwise damaged.
• The gemstone must not be treated, cleaned aggressively, repolished, recut, engraved, resized, or altered in any way.
• The gemstone must not show weight change, size change, or other measurable alteration.
• The gemstone must be returned with all original supporting items, including certificate/report and invoice copy where applicable.
• The item must not show damage caused by neglect, mishandling, unauthorized third-party work, or improper usage.

Even where a return is accepted, certain costs are not refundable unless Danu Group expressly agrees otherwise in writing or law requires otherwise. These generally include:

• Original shipping charges;
• Return shipping charges;
• VAT, GST, import duties, customs fees, and local taxes;
• Payment gateway charges;
• Bank transaction fees, wire fees, and currency conversion charges;
• Charges for any extra laboratory certificate or additional report requested beyond what was included with the gemstone;
• Any third-party service charge already incurred at the customer’s request.

Refunds, where approved, are generally based on the original gemstone purchase value actually received by Danu Group, subject to these deductions where applicable.

Unless Danu Group expressly agrees otherwise in writing before payment, the following items or services are generally non-returnable and/or non-refundable:

• Custom jewelry and made-to-order jewelry pieces;
• Ring resizing, engraving, or special metal work;
• Custom cutting, recutting, repolishing, or shape modification services;
• New lab certification or upgraded certificate requests once submitted;
• Special sourcing requests or private hold/reservation arrangements that involve extra work or extra costs;
• Wholesale parcels, grouped lots, or specially discounted trade deals clearly sold on a final-sale basis;
• Any item returned incomplete, altered, damaged, or missing documentation.

Where Danu Group has already invested time, labor, or third-party service costs specifically for the buyer, return rights may be reduced or removed.

Before returning any item, the customer must first contact Danu Group and request a Return Authorization. Returns sent without prior authorization may be delayed, refused, or mishandled.

To request return authorization, please provide:

• Your full name;
• Order number or invoice reference;
• Product name and certificate number where applicable;
• Date of delivery;
• Reason for the return request;
• Clear current photographs of the item if requested by Danu Group.

Danu Group may ask follow-up questions before issuing return instructions. Return authorization does not guarantee an automatic refund; the final decision depends on inspection and compliance with this policy.

If a return is authorized, the customer must pack the gemstone carefully and ship it only through a reputable insured courier. Tracking must be shared with Danu Group immediately after dispatch.

When sending a return parcel, the customer must:

• Keep all original items that accompanied the gemstone;
• Use secure internal packaging to prevent movement and damage;
• Use an insured, trackable shipment method;
• Follow any specific packing or labeling instructions given by Danu Group.

The customer remains responsible for the item until Danu Group physically receives it.

All returned gemstones are subject to inspection by the Danu Group team. Where necessary, the item may also undergo internal verification or laboratory testing to confirm that the returned gemstone is the original item and remains in original condition.

Danu Group reserves the right to reject or reduce a refund if inspection indicates that:

• The returned item is not the original item sent;
• The item has been altered, set, damaged, treated, or otherwise changed;
• The certificate or documentation is missing or inconsistent;
• The gemstone’s measurable details no longer match the original shipped condition.

This inspection process is a standard security step intended to protect both buyers and the business from identity errors, damage disputes, and substitution risks.

Where a return is approved, Danu Group aims to process the refund within 14 business days after the returned item is received and confirmed to be in original condition.

Refunds will generally be made through the original payment route where reasonably possible, or through another method chosen by Danu Group if the original method is unavailable, restricted, or commercially impractical.

The customer acknowledges that:

• Banking delays, card processor delays, and international transfer delays may affect the actual time the refund appears;
• Currency differences and bank conversion rates are outside Danu Group’s control;
• Payment gateway and intermediary fees may not be recoverable by Danu Group and may therefore remain non-refundable.

If a parcel arrives visibly damaged, opened, torn, crushed, or otherwise suspicious, the customer should not quietly accept it without record. The customer should report the issue to the courier immediately and notify Danu Group as soon as possible.

In the case of a damaged package, please:

• Inform the courier or delivery personnel immediately;
• Take clear photos of the outer packaging before opening, where possible;
• Ask the courier to mark the parcel as damaged in their system if applicable;
• Send the photos and delivery details to Danu Group promptly.

Danu Group will then review the situation and assist according to the courier record, shipping method, and insurance status.

Because many gemstone purchases involve special handling, Danu Group treats some refund situations on a case-by-case basis. This is especially important where the customer requested:

• Cutting or recutting;
• Extra certification or upgraded certification;
• Special sourcing or extended reservation;
• Special shipping route arrangements;
• Custom jewelry production or custom design work.

If an issue arises due to a clear error, confirmed misrepresentation, or another problem attributable to Danu Group, Danu Group will work in good faith to resolve the matter responsibly. However, where the customer approved the work, understood the risks, and the item was delivered as agreed, Danu Group is not obliged to refund simply because the customer later changes personal preference.

Danu Group may, at its discretion, allow an exchange or replacement instead of a refund where this is commercially reasonable and the returned item qualifies under this policy. Exchange requests are subject to:

• Successful inspection of the returned item;
• Availability of the replacement item;
• Any price difference between the original item and replacement item;
• Any additional shipping, tax, or certification costs involved.

Replacement or exchange requests do not automatically bypass the original condition requirements described in this policy.

If a customer wishes to cancel an order before shipment, the customer should contact Danu Group immediately. Whether cancellation is possible depends on how far the order has progressed.

If the order has not yet entered shipping, special handling, certification, cutting, sourcing, or production, Danu Group may approve cancellation. However, where costs have already been incurred, Danu Group may deduct any non-recoverable fees or service charges from the refunded amount.

Once custom work, certification, cutting, or jewelry production has begun, cancellation rights may be restricted or removed.

For international orders, the customer is responsible for understanding local customs rules, taxes, duties, and import procedures. If a parcel is delayed, held, refused, or returned due to customs issues, destination-country restrictions, or the customer’s failure to cooperate with customs or courier instructions, Danu Group is not automatically responsible for the resulting loss, delay, or extra charge.

If an international parcel is returned to Danu Group because the customer refused delivery, did not pay customs charges, or failed to provide required import information, any resulting refund may be reduced by:

• Original shipping costs;
• Return shipping costs;
• Insurance costs;
• Customs handling charges;
• Bank or payment processing charges;
• Any other actual costs incurred due to the failed delivery.

Danu Group takes care to describe gemstones honestly and transparently. However, natural gemstones are unique and may look different under different lighting, backgrounds, cameras, and display screens. Product photographs, videos, macro images, natural background photos, and comparison visuals are intended to help the buyer understand the stone better, but they do not change the fact that gemstone appearance is naturally dynamic.

By purchasing from Danu Group, the customer understands that:

• Screen-based color differences are normal;
• Gemstones may show different personality in daylight, indoor light, fluorescent light, and direct spotlight;
• Natural inclusions, zoning, growth marks, or slight asymmetry may be part of the gemstone’s nature and not a defect unless materially misrepresented;
• Return rights do not cover simple preference change where the item matches its agreed description and documentation.

Danu Group reserves the right to refuse returns, refunds, exchanges, or future service where there is evidence of policy abuse, bad-faith conduct, repeated speculative ordering, item switching, certificate switching, third-party damage after delivery, or any conduct that places unreasonable risk on the business.

If a returned item does not satisfy the policy, Danu Group may return the item to the customer at the customer’s cost and risk.

If you need help with a return, damaged parcel, refund question, or delivery issue, please contact Danu Group through our official channels only.

All sales and communications are handled exclusively through official Danu Group channels.