Refund Policy

At Gemsbuild, we are dedicated to providing our customers with high-quality gemstones and excellent customer service. We understand that sometimes you may need to return a product, and our refund policy is designed to make this process as straightforward and transparent as possible. This policy outlines the conditions under which refunds are granted, the procedure for requesting a refund, and other relevant details.

When You Get a Full Refund

If any of the following errors occur on our part, you will be entitled to a 100% full refund of your purchase amount. We take complete responsibility for these mistakes and ensure our customers are never at a loss due to our error.

  • Incorrect Product Sent: 
    • A gemstone different from the one ordered (wrong type, color, or grade).
    • Incorrect gemstone origin, treatment details, or certification provided.
    • Delivery of a product that does not match the description or specifications mentioned at the time of purchase.
  • Customization Errors:
    •  Any mistakes in size, carat weight, shape, or cut that differ from your confirmed order request.
    • Incorrect engraving, jewelry setting, or personalization details (if applicable).
  • Quality & Certiffication Mistakes: 
    • Incorrect, falsified, or misleading gemstone certification details.
    • Delivery of a gemstone with undisclosed defects, treatments, or quality issues not mentioned prior to purchase.
    • Misrepresentation of product details in our listing, such as clarity, color, or grade.
  • Shipping & Packaging Mistakes:
    • Shipment arriving with visible damage caused due to improper packaging by us.
    • Missing items from the package, such as gemstone certifications, accessories, or documentation promised in the order.
    • Delivery of incomplete orders.

We prioritize accuracy and transparency in every transaction, but in the rare event of these errors, we guarantee a full refund without unnecessary delays.

We refer to this “Personal Information” as both Device Information and Order Information.

 

  • Who is the Data Controller for the purposes of GDPR?
    • Gemsbuild is the data controller for the personal information that we process, unless otherwise stated. You can contact us in the following ways:

      • Postal Address: E 6, Jhandewalan Extension, Second Floor, Rani Jhansi Road, New Delhi – 110055, India

      • Contact Number: +91 7011595969

      • Email Address: support@gemsbuild.com

 

  • Our services are intended solely for individuals who are 18 years of age or older, and are not directed toward children. By using our Services, you confirm that you are at least 18 years old.

REFUND PROCESS

We strive to make the refund process as smooth and transparent as possible. Please follow the steps below to ensure a quick resolution:

   1. Initiating a Refund Request:

    • To begin the refund process, please contact our dedicated customer support team by email at support@gemsbuild.com or by phone at +91 7011595969.
    • When reaching out, kindly provide your order number, product details, and the reason for requesting a return/refund.
    • After reviewing your request, our team will issue you a Return Merchandise Authorization (RMA) number along with step-by-step instructions for returning the item. This RMA number is mandatory and must be included with your return package.

   2. Returning the Item:

    • Please repack the gemstone/item carefully in its original packaging, ensuring that all original documents (such as certification, invoices, and accessories) are included.
    • Clearly write or attach the RMA number provided by our team.
    • Ship the package to the return address shared by our customer support team. For your protection, we strongly recommend using a reliable, trackable shipping service and purchasing shipping insurance to safeguard against loss or damage during transit.
    • Unless the return is due to our error (damaged, defective, or incorrect item sent), the return shipping cost will be borne by the customer.

   3. Inspection & Verification:

    • Once the returned item reaches us, our expert team will conduct a thorough inspection to verify its condition and confirm that it meets our return and refund criteria.
    • This includes checking the gemstone’s authenticity, certification, and ensuring it has not been tampered with, altered, or damaged after delivery.
    • If the return is approved, your refund will be processed to your original payment method within 5–7 business days.
    • You will also receive a confirmation email once the refund has been initiated.
  • Important Note:

    • Items returned without prior authorization (RMA number) will not be accepted.

    • Refund timelines may vary slightly depending on your bank or payment provider’s processing policies.

REDUND AMOUNT

We ensure that all refund requests are handled with fairness and transparency. Depending on the condition of the returned item and the circumstances of the return, refunds may fall into the following categories:

   1. Full Refund:

    • A 100% refund of the product price will be issued for items that meet all our return criteria.
    • The item must be returned in its original condition, with no signs of use, alteration, or damage, and must include all original packaging, certificates, and accessories.
    • Shipping costs are generally non-refundable. However, if the return is due to our error (e.g., incorrect product, defective item, or damage caused during shipment), we will also reimburse the shipping charges paid at the time of purchase.

   1. Partial Refund:

    • In cases where the returned item shows signs of wear, damage, or alteration that were not reported or authorized, a partial refund may be granted.
    • The amount of the partial refund will depend on the extent of the damage and the impact it has on the gemstone’s value.
    • Shipping charges and return shipping costs in such cases will not be refundable.
    • Examples include:

      • Gemstone returned with visible scratches, chips, or cracks not disclosed before return.

      • Missing original certification, packaging, or accessories.

      • Signs of unauthorized resizing, engraving, or alterations after delivery.

Damaged or Defective Items

At Gemsbuild, we take every precaution to ensure that your gemstones and jewelry are packaged securely and reach you in perfect condition. However, in rare cases, items may arrive damaged or defective. In such situations, we are committed to resolving the issue promptly and at no additional cost to you.

  1. Reporting Damaged or Defective Items

  • If you receive a damaged or defective item, please contact our customer support team immediately via email at support@gemsbuild.com or call us at +91 7011595969.

  • To help us resolve the issue quickly, kindly provide the following:

    • Your order number and purchase details.

    • Clear photographs or videos of the damaged or defective item, including packaging (if relevant).

    • A brief description of the issue (e.g., chipped gemstone, wrong setting, missing parts, etc.).

  • Reporting the damage as soon as possible ensures faster processing and prevents any complications during inspection.

  2. Resolution Process

  • Once we verify the damage or defect, we will provide you with one of the following solutions at no additional cost:

    • Replacement: A new gemstone or product of the same type, quality, and value will be sent to you.

    • Full Refund: If a replacement is not possible or you prefer a refund, we will process a 100% refund to your original payment method.

  • In certain cases, we may request you to return the damaged or defective item before we process the refund or dispatch the replacement. Our customer support team will provide you with a Return Merchandise Authorization (RMA) number and instructions for returning the item.

  • If the return is required, all return shipping costs will be covered by us, and we will provide guidance on the best method for safe return.

  3. Important Notes

  • Refunds or replacements will only be issued after proper verification of the reported damage or defect.

  • Items damaged due to mishandling, misuse, or unauthorized alterations after delivery will not qualify as “defective” and may not be eligible for a free replacement or full refund.

  • Customers are encouraged to inspect their package immediately upon delivery and report any issues within a reasonable time frame to ensure faster resolution.

     

    Refund Timeframe

    We aim to make the refund process as smooth and transparent as possible. Once your return request has been approved and the item has been received by us, the refund will be processed according to the following timeline:

      1. Processing Time

    • After receiving your returned item, our quality assurance team will conduct a thorough inspection to confirm that it meets the eligibility criteria for a refund.

    • This inspection typically takes 1–2 business days after the item arrives at our facility.

    • Once approved, we will initiate the refund process within 5–7 business days.

        2. Time for Funds to Reflect

    • The exact time it takes for the refund to appear in your account may vary depending on your bank, credit card provider, or payment gateway.

    • In most cases, customers see the refund within 7–10 business days from the date of approval, but some financial institutions may take slightly longer.

    • A confirmation email will be sent to you as soon as the refund has been initiated, so you can track the status with your payment provider if needed.

    • Legal Requirements: We may disclose your personal information if required to do so by law, regulation, legal process, or in response to valid requests by public authorities (such as a court, government agency, or law enforcement body). We may also disclose information when we believe it is necessary to:

      • Protect our rights, property, or safety, as well as that of our customers or others.

      • Detect, prevent, or address fraud, unauthorized use, or security issues.

      • Enforce our terms and conditions or other contractual obligations.

      3. Important Notes

    • This refund policy applies only to errors or faults attributable to Gemsbuild (e.g., incorrect product, customization errors, certification mistakes, or shipping damage).

    • Refunds are not applicable for customer-related issues such as a change of mind, incorrect order placement, or dissatisfaction due to personal preferences.

    • The gemstone or item must be returned unused, unaltered, and in its original condition, along with all packaging, certificates, and accessories, to qualify for a refund.

    • Refunds will always be issued back to the original payment method used for the purchase. Alternative refund methods are not permitted.

      4. Exceptions & Delays

    • Public holidays, bank delays, or issues outside of Gemsbuild’s control may occasionally extend the refund timeline.

    • If you have not received your refund within 15 business days of receiving our confirmation email, please contact your bank or payment provider first, and then reach out to our customer support team for assistance.

    Contact Us

    We are here to assist you and ensure that your shopping experience with Gemsbuild remains smooth and worry-free. For any questions or concerns regarding our refund policy or the status of your refund:

    Our support team will be happy to guide you through the process and resolve your concerns promptly.

    Conclusion

    At Gemsbuild, customer satisfaction is our highest priority. Our refund policy is designed to provide a clear, fair, and hassle-free process for returning items and obtaining refunds. We are committed to earning your trust and ensuring peace of mind with every purchase.

    Thank you for choosing Gemsbuild. We truly appreciate your business and look forward to serving you again with the finest gemstones and exceptional service.