Last updated: July 1, 2025
Your satisfaction is our top priority. If you are not completely happy with your purchase, we offer a clear and customer-friendly return and refund process.
1. Return Eligibility
We accept returns on eligible items if:
- The return request is made within 7-14 days of receiving the item.
- The item is in new, unused, and undamaged condition.
- The item is returned in its original packaging, along with all tags, certificates, invoices, and accessories.
- You have contacted us first at [support@yourgemshop.com] to initiate the return process.
2. Items Not Eligible for Refund
- Custom-made, engraved, or resized jewelry
- Final sale or clearance items
- Gift cards and vouchers
- Items that show signs of wear, damage, or alteration
- Returns made without prior notice or approval
3. Return Process
- Contact us within the eligible return window with your Order ID and reason for return.
- We’ll provide you with return instructions and the shipping address.
- You must ship the item back within 5 business days after receiving the return authorization.
- Once we receive and inspect the returned item, we’ll notify you of approval or rejection.
- Approved refunds will be processed within 5-10 business days to your original payment method.
4. Shipping Costs
- Return shipping costs are the responsibility of the customer unless the return is due to a defective, damaged, or incorrect item sent by us.
- We recommend using a trackable and insured courier service for returning valuable items.
5. Damaged, Defective, or Incorrect Items
If you receive:
- A damaged product
- The wrong item
- A product missing key parts (e.g., a certificate)
Please notify us within 48 hours of delivery with:
- Your Order ID
- Photos of the item and packaging
- A short description of the issue
We will offer a free replacement, full refund, or an exchange based on the situation.
6. Late or Missing Refunds
If you haven’t received your refund:
- Double-check your bank account or credit card.
- Contact your bank or payment provider – processing may take a few days.
- Still no refund? Contact us at [support@yourgemshop.com] and we’ll assist you right away.
Notes:
- We reserve the right to deny refunds for items that do not meet the above conditions.
- All refunds are issued in the same currency and payment method used during purchase.
- Our policies are compliant with consumer protection regulations in Sri Lanka and are designed to be fair to both the buyer and seller.