Refund Policy: lab-verified claims and repayment

When a refund applies

You are entitled to a refund, or a price adjustment at your choice where the contract allows, when any of these is proven:

• The agreed assay or gemological test shows the lot falls outside the contracted specification or tolerance.
• Weight, piece count or SKU on arrival does not match the packing list and sealed manifest.
• Souq Ore cannot ship within the agreed window or export clearance is refused on our side.
• A tanzanite crystal is returned unaltered within 14 days of delivery under our Return Policy.

When a refund does not apply

Precious-mineral pricing is locked to a moment in the market. We cannot refund risk you agreed to carry.

• Spot-price movement after the price was fixed.
• Lots accepted in writing or by the contractual acceptance method.
• Material cut, polished, refined, melted or otherwise altered after delivery.
• Results from a laboratory or method not agreed in the contract.

How claims are resolved

Submit your claim within 7 days of delivery. We acknowledge within 2 business days. If results differ, a mutually agreed umpire laboratory decides, and the party proven wrong pays the umpire fee.

How refunds are paid

Approved refunds are paid within 10 business days to the originating verified account, through the same payment channel and in the original currency, less only costs the contract allocates to the buyer.