Returns Policy
We offer an extended Return Policy
Learn more about our extended 45-days Return Policy, built to protect you, safeguard your order, and provide a clear and legally sound framework for facilitating returns and refunds.
- The Imperial Topaz Company grants its customers with an extended Refund and Returns policy, allowing its customers to return their purchase within up to 45 days from the date of delivery.
- All returned purchases must be in their unaltered, unopened, unmounted, unused, original condition, and enclosed within their original package and/or seal.
- Refunds are issued to your original payment method after our gemologists inspect and verify the returned item and its condition.
- Custom-cut gemstones or gemstones that have been modified, altered or set into jewelry by the customer and/or by a third party cannot be returned.
- The Imperial Topaz Company safeguards your purchases. If your gemstone arrives damaged due to the shipping process, you may notify us within 7 days in order to be eligible for a full refund or replacement at no additional expense, upon receipt of the damaged item back at our offices.
- International customers outside of the United States, Japan, Switzerland, the European Union and the United Kingdom might be responsible for return shipping costs and any applicable customs duties or taxes.
1. OUR PROMISE AND AIM
1.1 The Imperial Topaz Company is a division of Suzerain Universal, one of the only suppliers in the world of gem-quality Imperial Topaz. Based in the European Union, with its headquarters in Limassol, Suzerain Universal extends a thorough Return Policy to its customers in order to guarantee the satisfaction of its global clientele.
1.2 To fulfill its aim to serve and guarantee exceptional customers' satisfaction, the Imperial Topaz Company applies a Refund and Returns Policy that allows its customers to return their purchases within an extended period of 45 calendar days from the date of delivery of the product to the Customer, and to be given a full refund in return shortly upon the arrival of the returned-product back to the offices of the Imperial Topaz Company.
1.3 The Imperial Topaz Company have established this Refund and Returns Policy to provide a clear, equitable, and legally sound framework for facilitating returns and refunds. This Policy governs all returns, refunds, and exchanges facilitated through our website, ImperialTopaz.net. Should any inquiries arise regarding the stipulations set forth herein, our customers are directed to contact our compliance and support team at return@imperialtopaz.net for immediate resolution.
1.4 For the purpose of this Refund and Returns Policy, the terms "The Imperial Topaz Company", "ImperialTopaz.net", "Our" and "Us" shall refer to the Imperial Topaz Company, a registered business name and a division of the global Suzerain Universal LTD. In addition, the terms "Product" and "Gemstones" (whether in singular or in plural form) shall refer to the commodities listed up for sale through the online website ImperialTopaz.net, unless explicitly defined otherwise on the specific commodity listing page, or under section 5 ("Exceptions") of this Refund and Returns Policy below or under other policies published on ImperialTopaz.net. The term "Purchase" (whether in singular or in plural form) shall refer to a Product that was purchased from The Imperial Topaz Company, exclusively through the online website ImperialTopaz.net, and that is yet to be returned back to the Imperial Topaz Company, is yet to be received back by the Imperial Topaz Company from the Purchaser, is yet to be the subject of a given refund for its return, and that the payment for it was made in full, without its Purchaser holding any withstanding debts or unpaid dues for its purchase. Furthermore, the terms "Purchaser", "Client", "Customer" and "Clientele" shall refer only to any entity that made a purchase from The Imperial Topaz Company, exclusively through the online website ImperialTopaz.net, that is yet to return the purchase back to the Imperial Topaz Company in return for a refund, that is yet to receive a refund for the returned purchase, and that completed the payment for the purchase and paid in full for the purchase without holding any withstanding debts or unpaid dues for the purchase and its listed value on the website ImperialTopaz.net.
2. RETURN ELIGIBILITY
2.1 To qualify for a return and subsequent refund, the Purchaser shall strictly adhere to the following eligibility criteria. We enforce these requirements to maintain the integrity and provenance of our gemstone inventory.
2.2 Time Window:
The Purchaser must initiate a return request within 45 calendar days from the date the merchandise is recorded as delivered by the shipping carrier.
2.3 Condition Requirements:
The merchandise must be returned in its unaltered, unopened, unmounted, unused, original condition, and enclosed within their original package and/or seal. Gemstones shall not be accepted for return if their original package and or/seal have been opened, or if the gemstones exhibit any signs of wear, scratching, chipping, or chemical exposure. Furthermore, any gemstone that has been damaged, modified, altered or set into jewelry by the customer and/or by any third-party, shall be deemed ineligible for return.
2.4 Required Documentation:
All returns must be accompanied by the original proof of purchase, including the order confirmation number, and any original gemological certificates, appraisals, or grading reports provided at the time of sale. Failure to return original certification documents shall result in a replacement fee deducted from the final refund amount.
3. HOW TO RETURN
3.1. The Purchaser shall execute the following procedural steps to effectuate a valid return. Strict compliance is required to ensure the secure transit of high-value merchandise.
3.2 Initiation Process: The Purchaser must formally initiate the return by submitting a written request to return@imperialtopaz.net. Upon verification of eligibility, the Imperial Topaz Company shall issue a Return Merchandise Authorization (RMA) number. Returns received without a valid RMA number shall be rejected and returned to the sender at the sender's expense.
3.3 Packaging Requirements: The Purchaser shall securely package the gemstone in its original protective casing. The merchandise must be placed within a discreet, tamper-evident outer shipping box. The RMA number must be clearly inscribed on the exterior of the shipping parcel.
3.4 Shipping and Liability: Unless the return is necessitated by a defect or an error on the part of the Imperial Topaz Company, the Purchaser shall bear all costs associated with return shipping. Given the high-value nature of our inventory, the Purchaser is strongly advised to utilize a trackable shipping service and purchase shipping insurance commensurate with the value of the gemstone. the Imperial Topaz Company hereby disclaims any liability for merchandise lost, stolen, or damaged during return transit.
4. REFUND PROCESS
4.1 The Imperial Topaz Company shall process refunds in a systematic and transparent manner, ensuring compliance with all applicable financial regulations, including PCI DSS standards.
4.2 Inspection and Timeline:
Upon receipt of the returned merchandise, the gemological team of the Imperial Topaz Company shall conduct a comprehensive inspection to verify the returned gemstone's authenticity and condition. This inspection period shall not exceed five (5) business days. Following a satisfactory inspection, the refund shall be authorized.
4.3 Disbursement Method:
Authorized refunds shall be credited exclusively to the original payment method utilized during the initial transaction. Pursuant to our data retention policies and financial compliance obligations, transaction records associated with the refund shall be retained securely for a period of two (2) years. The Purchaser acknowledges that their financial institution may require an additional three (3) to ten (10) business days to post the funds to the applicable account.
4.4 Partial Refunds:
The Imperial Topaz Company reserves the right to issue a partial refund in the event that the merchandise is returned with missing ancillary items (such as presentation boxes) or if the original gemological certificates are not included in the return parcel.
5. EXCEPTIONS
5.1 Notwithstanding the foregoing provisions, certain categories of merchandise are expressly excluded from this Return and Refund Policy. We enforce these limitations to protect the custom nature of specific orders and the integrity of our inventory.
5.2 Customized Products:
Gemstones that have been custom-cut, engraved, or specifically sourced pursuant to a Purchaser's bespoke request are deemed final sale.
5.3 Altered Merchandise:
Any gemstone that has been damaged, mounted, treated, and/or modified by the Purchaser and/or a third party following delivery.
5.4 Clearance Items:
Merchandise explicitly designated as "Final Sale" and/or "Clearance" at the time of purchase shall not be eligible for return or refund.
5.5 Political and Legal Obligations:
As a European company, the Imperial Topaz Company operates under the rules and regulations of the European Union. Therefore, the Imperial Topaz Company, or its parent entity Suzerain Universal, will not transact, trade, sell, buy or communicate with any domestic or foreign entity (commercial, political, statutory or other), nor with any foreign government or any foreign or domestic individual, which were placed under sanctions and/or banned by the European Union, and/or by the Republic of Cyprus and/or by the Hellenic Republic of Greece. In addition, the Imperial Topaz Company will not transact, trade, sell, but or communicate with any entity that violates and/or does not comply with antiboycott compliance and anti-discrimination compliance directives, regulations, laws and statutes of the United States of America. Furthermore, in order to ensure that our gemstones maintain high ethical and legal standard, and are not being used to support unethical or illegal activities (including, but not limited, to those specified under the Kimberly Process), the Imperial Topaz Company, or its parent entity Suzerain Universal, will not transact, trade, sell, buy or communicate with any listed violator of the Kimberly Process, nor with any entity which was designated as related to crime, terrorism, money laundering, slave trade, weapons trade, drugs trade or human trafficking. Furthermore, the Imperial Topaz Company, or its parent entity Suzerain Universal, maintain the full rights to impose limitations on any additional individuals, entities, organizations, territories and/or foreign governments, based on the Imperial Topaz Company's full, complete and independent discretion, in order to maintain its values and ethics, as well as to maintain its compliance with legal and political obligations. For that reason, any attempt of purchase or return that will originate from or will be made by an individual who falls under the limitations of this section, and/or from a territory which falls under the limitations of this section, and/or by or from or through a company or organization which falls under the limitations of this section - will not be accepted, and will be denied.
6. DAMAGED OR DEFECTIVE ITEMS
6.1 The Imperial Topaz Company bears the responsibility of ensuring that merchandise is delivered in pristine condition. In the event that a gemstone is delivered in a damaged or defective state, the Purchaser is afforded extended protections.
6.2 Reporting and Resolution:
The Purchaser must report any transit damage or material defects to return@imperialtopaz.net within seven (7) calendar days of delivery. Upon verification of the defect, the Imperial Topaz Company shall provide a prepaid return shipping label.
6.3 Remedies:
The Purchaser may elect to receive a full refund. Since each natural, premium quality, Colombian Emerald is a piece-unique, an approximate replacement for a defected purchased Emerald cannot possibly be offered as a substitute. Yet, subject to inventory availability and upon the Purchaser's request, we may attempt to obtain and offer an approximate replacement of the defective gemstone. The Imperial Topaz Company warrants that all replacement merchandise shall meet the original quality guarantees stipulated at the time of purchase.
7. EXCHANGES
7.1 Purchasers seeking to exchange merchandise for an alternative gemstone shall be accommodated subject to the following conditions.
7.2 Exchange Procedure:
Exchanges are processed as two distinct transactions. The Purchaser must first return the original merchandise in accordance with Section 3 herein. Upon satisfactory inspection, a refund shall be issued, and the Purchaser may subsequently execute a new transaction for the desired gemstone via ImperialTopaz.net, based on the amount that the Imperial Topaz Company can issue based on the condition of the returned Emerald for exchange.
7.3 Price Differentials:
Should the Purchaser wish to expedite the exchange process, we allow the purchase of the new gemstone immediately, while the return of the original merchandise is being processed. All price differentials shall be resolved through the issuance of the refund for the original item.
8. INTERNATIONAL ORDERS
8.1 The Imperial Topaz Company serves a global clientele and facilitates cross-border transactions. International Purchasers are subject to additional stipulations regarding returns.
8.2 Customs, Duties, and Taxes:
For international returns, the Purchaser shall bear sole responsibility for all return shipping costs. Furthermore, the Imperial Topaz Company shall not refund any customs duties, import taxes, or brokerage fees incurred by the Purchaser upon the initial importation of the merchandise.
8.3 Cross-Border Transit:
The Purchaser must accurately declare the return shipment as "Returned Goods" on all applicable customs documentation to prevent the assessment of unwarranted import duties upon reentry into the jurisdiction of The Imperial Topaz Company. The Imperial Topaz Company shall not be liable for delays or financial penalties resulting from improper customs declarations by the Purchaser.
9. CONTACT US
9.1 For any formal notices, inquiries, or requests pertaining to this Return and Refund Policy, the Purchaser shall direct all communications to our designated support channels.
Email: return@imperialtopaz.net
Website: www.imperialtopaz.net
We, The Imperial Topaz Company, make the utmost effort to respond to all formal inquiries within two (2) business days.
