Delivery & returns
Clear delivery terms, lawful withdrawal rights and a documented stone-identification process for high-value orders.
Timing, method and complete cost are confirmed in the individual quotation.
Applies to eligible distance or off-premises purchases, subject to statutory exceptions.
Report, inscription, weight, dimensions and visual characteristics are compared where available.
Scope and your statutory rights
This policy applies to consumer orders placed with Casta Diva LLC in Georgia. Where mandatory Georgian consumer law grants broader rights, the law prevails. B2B orders are governed by their individual written quotation or contract.
The official Georgian Consumer Rights Protection Law is available on the Legislative Herald of Georgia. Read the law.
Delivery and handover
The available stone, complete price, delivery charge, estimated timing, payment stages and handover method are confirmed in writing before payment. In Tbilisi, handover may take place by appointment or through an agreed courier. Regional or international delivery is arranged individually using a traceable service appropriate to the order value.
The customer or an authorised recipient should inspect the package for visible damage at handover. Any visible issue should be recorded with the courier or noted on the handover document before acceptance where possible.
Withdrawal from an eligible distance purchase
Except where a statutory exception applies, a consumer may withdraw from an eligible distance or off-premises contract without giving a reason within 14 calendar days from physical receipt of the goods. The notice must be sent before that period expires.
Send an unambiguous withdrawal notice to [email protected]. Include your name, order date, receipt date and a clear statement that you are withdrawing. We will acknowledge an electronically received notice. The goods must then be returned without delay and no later than seven calendar days after the notice, unless we agree to collect them.
The consumer bears only the direct return cost when this was disclosed before purchase, unless Casta Diva agrees otherwise. For a high-value item, personal handover or a tracked and appropriately insured service is strongly recommended.
Made-to-order and personalised goods
The no-reason withdrawal right may not apply where an item was made to the customer's individual order or clearly personalised—for example, a ring produced to an approved bespoke design, personal engraving or another irreversible customer-specific specification. This exception is confirmed in writing before payment.
Selecting an otherwise standard loose stone from available stock does not automatically make it personalised. The legal status depends on the actual product and how the contract was formed.
A safe return process
- Notify us in time.Email [email protected]. A reason is not required for an eligible statutory withdrawal.
- Coordinate secure handover.We will provide the receiving details. This coordination supports safe handling and does not limit a statutory right.
- Protect the item in transit.Use protective packaging and retain dispatch and tracking evidence. Original packaging helps safe transport but is not, by itself, a condition for exercising a statutory right.
- We record receipt and inspect promptly.The package opening and the condition of the returned item may be documented to protect both parties.
How we confirm it is the same stone
Before handover, the order file may record the laboratory report number, laser inscription where present, weight, exact measurements, fluorescence, visible inclusion pattern, macro or 360° imagery, condition and a serialised tamper-evident package. No single indicator is used in isolation when it is unavailable or inconclusive.
On return, the available identifiers are compared with the original order record. Opening a seal or ordinary handling needed to establish the nature, characteristics and functioning of the goods does not automatically remove statutory rights. A reduction in value may be assessed only where the goods were handled beyond what was necessary and only as permitted by law.
If the identifiers materially conflict, we provide written findings. Where needed, the parties may use an independent qualified gemmological laboratory. A disagreement is not resolved by an automatic fee or by treating a broken seal as conclusive proof.
Refunds, non-conformity and defects
For an eligible withdrawal, the refundable amount is returned without undue delay and no later than 14 calendar days after notice, using the original payment method unless another method is agreed without extra cost. We may withhold the refund until the goods are received or the customer provides proof of dispatch, whichever occurs first. The standard delivery amount is refunded where required by law; any extra cost chosen for a more expensive delivery method is not.
A defective or non-conforming item is handled separately from a no-reason withdrawal. Statutory remedies—including repair, replacement, an appropriate price reduction or withdrawal from the contract where applicable—are not limited by this identity-check process.