Refund and Returns Policy
At The Gem Gift, customer satisfaction is important to us. We take great care in providing high-quality natural gemstones, jewelry, and gift products. Please read our Refund and Returns Policy carefully before making a purchase.
1. Eligibility for Returns
Returns may be accepted if the item received is damaged, defective, incorrect, or significantly different from the product ordered. To be eligible, you must contact us within the specified return period and provide clear evidence of the issue.
2. Return Request Period
Customers should notify us within 7 days of receiving their order if they wish to request a return, exchange, or refund due to a product issue. Requests submitted after this period may not be eligible for review.
3. Condition of Returned Items
Returned items must be unused, unworn, and in their original condition, including any packaging, certificates, invoices, and accompanying documentation. Items showing signs of use, damage caused by the customer, or alteration may not qualify for a refund or exchange.
4. Natural Gemstone Characteristics
Natural gemstones may contain inclusions, color variations, and unique characteristics that occur naturally. These natural features are not considered defects and do not qualify as valid reasons for returns or refunds.
5. Custom Orders and Personalized Items
Custom-made jewelry, personalized products, specially sourced gemstones, and made-to-order items are generally non-refundable and non-returnable unless there is a manufacturing defect or an error on our part.
6. Refund Approval Process
Once a returned item is received and inspected, we will notify you regarding the approval or rejection of your refund request. Approved refunds will be processed using the original payment method whenever possible.
7. Exchange Policy
If an item arrives damaged, defective, or incorrect, we may offer an exchange for the same product or a suitable alternative, depending on product availability.
8. Shipping Costs
Shipping charges are generally non-refundable unless the return is due to an error made by The Gem Gift. Customers may be responsible for return shipping costs unless otherwise agreed upon.
9. Non-Returnable Items
The following items are typically not eligible for return or refund:
- Custom-made or personalized products
- Used or worn jewelry and gemstones
- Items damaged after delivery due to misuse or improper handling
- Products returned without original certificates or documentation
- Special-order gemstones sourced specifically for a customer
10. Refund Processing Time
Approved refunds may take several business days to appear in your account, depending on your payment provider, bank, or financial institution.
11. Order Cancellations
Orders may be canceled before shipment. Once an order has been shipped or a custom production process has begun, cancellation requests may not be accepted.
12. Contact Us
If you have any questions regarding returns, exchanges, refunds, or order cancellations, please contact us:
The Gem Gift
Ratnapura Rd, Rakwana, Sri Lanka
Email: [email protected]
Phone / WhatsApp: (+94) 76 757 4008
Website: www.thegemgift.com
Refund & Returns FAQ
Can I return a gemstone if I change my mind?
Returns due to change of mind may not be accepted, especially for gemstones, jewelry, custom orders, or specially sourced items.
How long do I have to request a return?
You should contact us within 7 days of receiving your order to report any issue and request a return, exchange, or refund.
Are custom-made items refundable?
No. Custom-made, personalized, or specially sourced products are generally non-refundable unless there is a manufacturing defect or an error from our side.
Who pays for return shipping?
Customers are usually responsible for return shipping costs unless the return is due to a mistake, defect, or incorrect item supplied by The Gem Gift.
How long does a refund take?
Once approved, refunds are processed as quickly as possible. The time required for funds to appear in your account depends on your payment provider or bank.