At Gemsagar, we stand behind the authenticity and quality of every gemstone, Rudraksha, and piece of jewelry we sell. If you’re not fully satisfied with a non-customized purchase, we want the return process to be simple, fair, and transparent. This policy explains exactly what qualifies for a return or exchange, how to request one, and how refunds are processed.
1. Eligibility for Return or Exchange
Your item qualifies for a return or exchange if it meets all of the following conditions:
- Original Condition: The product must be unused, unworn, and in the same condition as delivered — including the original certificate, invoice, packaging, and any accompanying documents.
- Quality Inspection: All returned items are inspected by our quality team before a refund or exchange is approved.
- Customized Jewelry: Customized or made-to-order gemstone jewelry (custom design, size, engraving, or stone combination) is not eligible for return or exchange, as these items are created specifically to your specifications. Please confirm design, size, and stone details carefully before placing a customized order.
- Damage from Handling: Items damaged due to customer handling, negligence, or improper use after delivery are not eligible for a refund.
- Return Window: You have 10 days from the date of delivery to raise a return or exchange request. Requests raised after this window cannot be accepted.
2. Exchanges
We accept exchanges for non-customized items within the same 10-day window, subject to the eligibility conditions listed above. Exchanges are subject to stock availability of the requested item, size, or variant.
3. How to Request a Return or Exchange
You can raise a request via Email or WhatsApp — whichever is convenient:
Option A — Via Email
- Email us at support@gemsagar.com within 10 days of delivery, with your order number and reason for return/exchange in the subject line (e.g., “Return Request – Order #1234”).
- For damaged or defective items, attach clear photos and an unboxing video of the product — claims without proof may take longer to process or may not be accepted.
- Our quality team will review your request and respond with approval or rejection within 2 business days.
Option B — Via WhatsApp
- Message us on WhatsApp at +91 9311125600 within 10 days of delivery.
- Share your order number, reason for return/exchange, and clear photos (and an unboxing video, if the item is damaged or defective).
- Our team will confirm receipt of your request on WhatsApp and respond with approval or rejection within 2 business days.
Once your request is approved (via either channel):
4. You’ll receive return instructions — including the return address (if shipping) or store visit details — over the same channel you contacted us on.
5. Ship the product back (or bring it to our store) with all original contents intact — certificate, invoice, and packaging. Share your courier tracking number with us for reference.
6. Return Methods: Ship the item via a reliable courier service and share the tracking ID with us via email or WhatsApp.
4. Refund Process
- Once we receive your returned item, our quality team inspects it within 2 business days to confirm it meets the eligibility conditions.
- If approved, the refund is initiated within 7 business days of inspection.
- Refunds are credited to your original payment method (or bank account, for COD orders).
- Your bank or payment provider may take an additional 3–7 business days to reflect the amount, depending on their processing time.
- You’ll receive a confirmation (via email or WhatsApp) once the refund has been initiated, along with an estimated credit date.
5. Fees & Charges
- Restocking Fee: None. We do not charge any restocking fee on approved returns.
- Return Shipping Cost: Borne by the customer, except in confirmed cases of damage or defect, where Gemsagar covers the return shipping cost.
- Non-Refundable Charges: Original shipping charges, applicable taxes, and payment gateway transaction fees are non-refundable.
6. Cash on Delivery (COD) Orders
For orders placed via Cash on Delivery, refunds (where applicable) are issued via bank transfer or store credit, since no original online payment method exists to refund to. Please share your bank account details when raising a COD refund request.
7. Packaging Advice for Returns
When shipping a return, please avoid labeling the outer package as “jewelry,” “gemstones,” or similar, to reduce the risk of theft or tampering in transit. Pack the item securely in its original packaging wherever possible.
8. Contact Us
For any questions about this Refund & Returns Policy, please reach out to us at:
Email: support@gemsagar.com
WhatsApp: +91 9311125600
Address: New Delhi
Business Hours: Mon–Sat, 10:00 AM – 6:00 PM