Returns Policy

30-Day Money Back Guarantee

Our commitment to you does not end at delivery. Items may be returned or exchanged within 30 days from when they were shipped, no questions asked.


Our Return Policy

We accept returns for refund or exchange within 30 days of shipment from our facility. You will only pay for return shipping and insurance fees. You may following the steps outlined below..

Please note that to be eligible for return, items must be in their original purchase condition, including all product documentation, and shipped back to us within 30 days.

Non-Refundable Items

l   Carving may not be returned.

l   Special orders are final sale and are not eligible for return or exchange.

l   Shipping fees are non-refundable.

l   Returns without a San Wai Gems Return Merchandise Authorisation will be refused upon receipt. Returns with missing paperwork or product will not be processed.

How To Prepare A Return Or Exchange

To return the goods, please follow the procedure below:

1.       Initiate your return. Please email to You will receive a Return Merchandise Authorization Code (RMA) as well as detailed instructions for returning your order.

2.       Arrange shipping and insurance.  You are responsible for any return shipping costs and insurance fees.

3.     Package your item(s) securely in the original packing materials. Clearly write your Return Merchandise Authorization (RMA) number on the outside of the shipping box you are returning

After Your Return Is Received

Returns are processed weekdays and typically entered into our system within 48 business hours of receipt. Once entered into our system you will receive a confirmation email alerting you that your return has been passed along to us. Please allow 5 to 15 business days for this process to complete.

When we receive your return order package, we will refund you via PayPal. PayPal will be credited back to your PayPal account within two weeks. Please note that normal return processing times may double after a major holiday.

Cancel Or Change An Order

If you would like to change or cancel an order please email to We will attempt to accommodate order changes to the extent possible prior to shipping confirmation. Some changes will result in a shipping delay. We are unable to accommodate changes or cancellations on special order requests and/or orders that have already shipped. Re-routing packages to alternate addresses is not possible once in transit. If you would like your package held for collection, please contact us. If your order has already shipped and you no longer want it, please contact us to set up a merchandise return once you have received the shipment.