Gemstone Concierge
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Delivery Terms
Shipping and Returns Policy
This document serves as the official regulatory framework for all transactions between Tria Causa (Hong Kong) and the Client. By placing an order or making a payment, the Client unconditionally accepts the following terms and conditions.
I. THE HONG KONG CONCIERGE EXPERIENCE (PERSONAL COLLECTION)
Personal collection at our private office in Hong Kong is the most secure and prioritized method for high-value transactions.
- Scheduling: Visits are strictly by appointment and must be finalized at least 5 business days in advance via WhatsApp.
- Acceptance Protocol: Upon physical handover, the Client (or their authorized representative) shall sign a formal Acceptance Act. Signing this document confirms that the item meets all expectations regarding quality, characteristics, and authenticity. Once signed, the transaction is considered finalized; no subsequent claims, returns, or refund requests will be entertained under any circumstances.
II. SOURCING & PRODUCTION TIMELINES
- Specialized Stone Sourcing: Timelines for acquiring unique gemstones or rare crystals are established on an individual basis. This period is independent of production times and depends on market availability.
- Bespoke Production: Crafting custom jewelry typically requires 3 to 8 weeks following the finalization of the design and the availability of all components.
- Order Processing: In-stock items are prepared for dispatch within 3–4 business days.
III. INTERNATIONAL LOGISTICS & RISK TRANSFER
- Shipping: We utilize FedEx, DHL, UPS (with insurance options) or specialized armored services (Brinks / Ferrari Security) for high-value shipments.
- Transfer of Liability: Ownership and all risks regarding the integrity of the shipment transfer to the Buyer at the moment the package is handed over to the courier. Tria Causa is not liable for the shipment once it departs our facility.
- Address Accuracy: The Client is solely responsible for providing precise shipping information. Any costs arising from address errors or the courier’s inability to contact the recipient shall be borne by the Client.
IV. CUSTOMS, DUTIES & REFUSAL OF DELIVERY
- Importer of Record: The Buyer is solely responsible for all import duties, VAT, and local taxes in the destination country.
- Refusal of Delivery: If a shipment is returned to Tria Causa due to unpaid duties or the Client’s refusal to accept the package, the Client must reimburse the atelier for full two-way logistics costs and any associated courier penalties or insurance fees.
V. RETURN POLICY (STRICT 72-HOUR REGULATION)
To maintain our direct-to-client pricing and competitive rates, we operate under a rigid return framework:
- Timeframe: Return requests for eligible in-stock items must be initiated within 72 hours of confirmed delivery.
- Return Logistics: All costs for return shipping and full-value insurance are the sole responsibility of the Client. Tria Causa does not compensate for shipping expenses in either direction.
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FINAL SALE (NON-RETURNABLE): Refunds and returns are strictly prohibited for:
- Bespoke/Custom Orders: Any item created or modified specifically for the Client.
- Personalized Items: Pieces featuring engravings or unique design modifications.
- Resized Items: Any items resized at the Client's request.
- Documentation: Items must be returned with the original laboratory certificate (GIA, IGI, AIGS etc.). Absence or damage of the original certificate will void the return or result in a mandatory re-certification fee.
- Condition & Anti-Tampering: Returns are only valid if the one-time security seal remains intact. Any signs of wear, micro-scratches, or contact with chemicals/perfumes will result in a denial of the return.
- Unauthorized Intervention: Any modification by an outside jeweler immediately voids all return rights.
VI. VERIFICATION & MANDATORY UNBOXING VIDEO
- Technical Audit: All returns undergo a 5-day expert macro-inspection. If any signs of use or tampering are detected, the refund will be denied.
- Mandatory Unboxing Video: The Client must provide a continuous, unedited video of the unboxing process (starting with the inspection of the courier's seal). Without this video, no claims for transit damage, discrepancies, or defects will be considered.
VII. FINANCIALS
- Deductions: Any non-refundable third-party processing fees (e.g., Stripe, PayPal) and actual currency conversion losses incurred during the transaction will be deducted from the refund amount.
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