How to dispute a stone that does not match its listing

If a stone you bought on Everystone does not match its listing, you can dispute it. You have 48 hours to check the stone after it reaches you. If it does not match, get a written conclusion about it from a gem lab or a jewelry store you choose. Then raise a dispute on your order page before your check ends. Our team tells you how to send the stone back, and you have 48 hours to send it.

What you can dispute

A dispute is for one thing: the stone does not match its listing, the description of the lot you bought in the shop.

You cannot send a stone back because you changed your mind. A dispute is only about a stone that is not as described.

The steps at a glance

1. 1.
   Mark the stone as received. Your 48-hour check starts then, or earlier if the tracking already shows delivery.
2. 2.
   Check the stone. If it does not match, get a written conclusion from a gem lab or a jewelry store you choose.
3. 3.
   Raise a dispute on your order page before your check ends.
4. 4.
   Send the stone back by insured shipment, within 48 hours of our team's instructions.
5. 5.
   The seller compares the stone. If it is the same stone, your money is returned to you.

Step 1: Mark the stone as received

When the stone is with you, open your order and press I've received the stone. The letter we send when your stone ships links to it. In your account, it is under Dashboard → Needs your attention; if you buy as a dealer or a jewelry store, under Deals → Buying.

Your check lasts 48 hours. It starts when you press the button, or when the tracking shows the stone as delivered, whichever comes first. So if the tracking shows delivery before you press the button, your 48 hours have already started.

Need more time? Ask our team before your 48 hours end. They can extend your check.

Step 2: Get a written conclusion

Compare the stone with its listing. If it does not match, take the stone to a gem lab or a jewelry store near you. You choose which one.

Ask them for a written conclusion about the stone. You will attach it to your dispute, as a PDF or as a photo.

Not sure where to go? Our page Verify a lab report lists gem labs and shows how to check their reports online.

Illustration

Step 3: Raise a dispute before your check ends

On your order page, raise a dispute. Add two things:

• the written conclusion, as a PDF or a photo;
• a short note that says what does not match.

Do this before your check ends. If you say nothing until the end of your check, the stone counts as accepted.

Step 4: Send the stone back within 48 hours

After you raise the dispute, our team gives you instructions for sending the stone back. You find them on your order page.

From that moment, you have 48 hours to send the stone back by insured shipment. Add the tracking number and the seal number on your order page.

If you do not send the stone within 48 hours, the dispute counts as withdrawn and the stone counts as accepted.

Illustration

Step 5: The seller compares the stone

The seller compares the stone that comes back with the stone they sent you.

If it is the same stone, your money is returned to you.

Warning: the seller can keep both the money and the stone

Send back exactly the stone you received.

Deadlines and outcomes

What Everystone does about it

Everystone gives you time to check a stone before it counts as accepted: 48 hours from the moment you press I've received the stone on your order page, or from delivery on the tracking if that comes first. Our team can extend your check if you ask.

You choose who examines the stone and writes the conclusion: any gem lab or jewelry store near you. Our Verify a lab report page lists gem labs and shows how to check their reports online.

If the stone does not match its listing, you raise the dispute on the same order page. Our team posts the instructions for sending the stone back there. The seller compares the stone that comes back with the stone they sent. If it is the same stone, your money is returned to you.