I’ve seen Shenoa’s advertising. I’ve seen merchandise they’ve sold based on that advertising. I’ve even had customers who have returned things to them based on my appraisals and who have subsequently received a refund. That said, I find I must speak in defense of Shenoa here.
Their return policy is pretty clear, relatively reasonable, it’s included in most if not all of their advertisements and is prominently displayed on their website(s). The rule that the piece must be undamaged in order to be eligible for return is both common and entirely fair. An appraiser should NEVER remove a stone from the setting without specific permission and instruction from the client and a client who is considering returning a piece to the vendor should NEVER give this permission without understanding and complying with the return policy. If you want to examine a stone loose or have your appraiser examine it loose, talk to the seller about it first. It’s still their ring after all. Refusal may be a reason to avoid shopping there (or not, most stores would refuse this request on a piece that's already mounted), but in any case it’s not permission to damage their jewelry.
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