At Colombian's Best - Emerald Company, we offer an exclusive digital showroom for certified investment-grade emeralds and bespoke jewelry alongside a curated catalog of standard fine jewelry items (such as chains, ready-to-wear rings, and bracelets). Because our products span from mass-production items to highly unique, customized luxury goods, our return and refund policies are strictly segmented based on the nature of your purchase:

Standard Catalog Jewelry (Mass-Production Line)

For all standard, non-customized jewelry items purchased directly through our automated e-commerce catalog with a public fixed price, clients are fully protected under the Colombian Consumer Protection Statute (Ley 1480 of 2011):

• Right of Retract (Derecho de Retracto): You have the right to return any standard catalog product within five (5) business days from the physical delivery date for a full fund, no questions asked. 
• Conditions for Return: The piece must be completely unworn, unaltered, in its original pristine condition, and returned inside its original packaging with all security tags intact. 
• Logistics: The client is responsible for covering all fully-insured return shipping expenses to our facilities. 
• Payment Reversion (Reversión del Pago): For automated online payments, clients may request a payment reversion directly through our platform and their financial institution within five (5) business days if they were victims of electronic fraud, received an item completely different from what was ordered, or if the product has a verified manufacturing defect before use.

Loose Certified Gemstones (Emeralds)

We guarantee the authenticity and natural origin of our emeralds. To protect our inventory against gem-swapping fraud and to comply with anti-money laundering regulations, loose gemstone purchases follow an explicit protocol:

• Return Window: Loose stones are subject to a five (5) business day Right of Retract from the date of delivery.
• Mandatory Technical Audit (Peritaje): Before any refund is authorized or processed, the returned gemstone will immediately undergo a mandatory technical audit at an independent, certified gemological laboratory (such as CDTEC, CIGEM, or GRS). 
• Verification: The refund will only be approved if the laboratory certifies that the returned gemstone matches 100% of the exact weight, micrometric dimensions, clarity treatments (oil level), and internal crystalline "fingerprint" of the stone originally dispatched.
• Expenses: The buyer is entirely responsible for all independent laboratory auditing fees and fully insured high-security return shipping costs. All original physical certificates must be returned undamaged; missing documentation will incur a replacement fee or void the return.

Bespoke and Custom-Tailored Jewelry (Made-to-Order)

• Final Sales: Any piece of jewelry manufactured, altered, engraved, or customized to your specific instructions—including unique ring sizes, custom gold alloys, or settings designed specifically around a chosen gemstone—is considered a final sale.
• Legal Exemption: Pursuant to Article 47 (Paragraph 4) of Colombian Law 1480 of 2011, goods manufactured or customized strictly to the consumer’s unique specifications are explicitly exempted from the Right of Retract. Cancellations, exchanges, or refunds based on a change of mind will not be accepted once production has commenced or the private agreement is signed.

Manufacturing Warranties

• Craftsmanship Guarantee: All our jewelry lines (both catalog and bespoke) are backed by a formal structural warranty against manufacturing defects (such as faulty clasps, weak solder points, or loose setting claws prior to wear). The exact duration will be specified in your invoice or contract.
• Exclusions: Our warranty strictly excludes accidental damage, chain breakage due to pulling, loss of gems due to daily wear-and-tear, metal oxidation from chemical exposure (perfumes, lotions), and—crucially—any cracks or fractures in emeralds caused by physical impacts or drops after delivery, given the natural and delicate crystalline structures of these gemstones. Any third-party modifications or resizing by an unauthorized workshop immediately voids the warranty.

Refund Processing Time

Once a return is physically received and passes its corresponding inspection (standard quality control for catalog pieces or the independent laboratory audit for loose stones), approved refunds will be processed via bank transfer or the original payment channel within thirty (30) calendar days, in accordance with Colombian regulations.