Returns

100% Satisfaction Guaranteed! No Restock Fees! Returns are accepted--no questions asked!  In the unlikely event you will need to return your purchase, you must notify us by clicking on the Contact Us tab at the top of our homepage. We will then send you your personal return authorization # and return directions.

To start a return, you can contact us at sales@nwgems.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Merchandise must be received in the same and with all the certificates and packaging that were sent with it within 30 days of receipt of item.  All items must be mailed back with tracking. Once your return is received, we will refund your money minus shipping. Shipping will be deducted, even if shipping was free.

Our Address: NWG - 576 Birdneck Road, #174, Virginia Beach, VA 23451

For security reasons, when shipping a return, only address us as NWG (Do not mention "Gems" or "Diamonds" on the package).

If you have any other questions about your order or returns, you may also contact us at 1-949-288-0220. If you reach our voicemail, we will return your call within one business day. In most cases, we will return your call the same day.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Once processed, we will refund your money minus the cost of shipping. Shipping will be deducted, even if shipping was provided at no cost for your purchase.

Exchanges

If you would like to exchange your item, please contact us at either 1-949-288-0220 or sales@nwgems.com, and note this in your return documentation. We will work to make sure that you receive the desired item as quickly as possible.