Terms and Conditions

City of Gem is a Sri Lanka-based gemstone business serving both wholesale and retail customers. We deal in gemstones, crystals, specimens, rough stones, cut and polished stones, gemstone sets for jewelry design, custom cutting services, gem sourcing, lab-certification assistance, and related services.

City of Gem reserves the right to accept or decline any inquiry, order, service request, or transaction at its discretion where permitted by law, including where stock is unavailable, pricing is incorrect, identity concerns arise, export or shipping concerns exist, legal compliance issues arise, or fraud prevention measures require review.

We aim to describe our products accurately. However, gemstones are natural materials and may vary in color, tone, inclusions, growth features, texture, internal structure, appearance under different lighting, photography response, and visual perception from screen to screen. Images, videos, and descriptions are provided in good faith, but minor differences in appearance should not automatically be treated as defects or misrepresentation.

For rough stones, crystals, specimens, and custom cutting requests, customers acknowledge that natural stone behavior can vary. Yield, final color appearance, clarity outcome, proportions, shape options, finished weight, treatment response, and cutting result can never be guaranteed unless explicitly agreed in writing for a specific project. Any discussions about possible cutting outcomes are estimates only, unless clearly stated otherwise.

We reserve the right to correct typographical errors, technical errors, inventory mistakes, photography mistakes, pricing mistakes, shipping calculation errors, or listing errors at any time before or after order placement. If a pricing or listing error materially affects an order, we may contact the customer to reconfirm, revise, or cancel the order and refund any amount received for that affected order.

All products remain the property of City of Gem until full cleared payment has been received and confirmed. If a payment is later reversed, charged back, found fraudulent, disputed without basis, or not finally settled, City of Gem reserves the right to suspend shipment, recall goods where legally possible, cancel services, dispute the chargeback, or take appropriate recovery steps.

All prices are shown in the currency stated on the website or invoice. Where no other currency is expressly confirmed, City of Gem may treat USD as the preferred reference currency for international transactions.

Customers are responsible for providing accurate billing details, shipping details, contact information, and any special instructions. City of Gem is not responsible for loss, delay, failed delivery, extra fees, or misdelivery caused by inaccurate information provided by the customer.

We reserve the right to refuse, delay, hold, or cancel orders that appear suspicious, incomplete, legally restricted, commercially unreasonable, abusive, or connected to possible fraud, sanctions, identity concerns, or payment risk. Additional verification may be requested before processing certain orders.

To the fullest extent permitted by law, City of Gem shall not be liable for indirect loss, incidental loss, consequential loss, loss of profit, loss of expected business, loss caused by shipping delays outside our control, customs delays, regulatory holds, bank delays, card issuer rejection, force majeure events, third-party courier errors, hacking attempts, internet outages, laboratory delays, or customer misuse of goods. Our maximum liability, where liability is legally established, shall generally be limited to the amount actually paid to City of Gem for the specific product or service giving rise to the claim, unless mandatory law requires otherwise.

Nothing in these Terms is intended to exclude liability that cannot legally be excluded under applicable law. If any clause is found invalid or unenforceable, the remaining clauses shall continue in effect. These Terms and any disputes connected with City of Gem may be governed by the laws applicable in Sri Lanka, unless mandatory consumer law in the customer’s country applies and cannot legally be excluded.