Refund and Returns Policy

Return, Replacement & Refund Policy

 
1-Day Replacement Policy 

We have a 1-day replacement policy, which means you have 24 hours after receiving your item to request a replacement. 

 

IMPORTANT POINTS ABOUT OUR REPLACEMENT POLICY 
  • No returns or replacements will be accepted for personal preferences, change of mind, perceived quality concerns, or subjective expectations. 
  • Natural stones are unique and may vary in colour, texture, patterns, inclusions, markings, transparency, and appearance. Such variations are natural characteristics and are not considered defects. 
  • Product photographs are intended for representation purposes only. Slight variations may occur due to lighting, photography, screen settings, and the natural characteristics of the stones. 
  • Replacements will only be issued after inspection and approval by our team. 
  • An unboxing video is mandatory to initiate any replacement request. 

 

UNBOXING VIDEO IS MANDATORY 

To request a replacement, customers must provide a clear and continuous unboxing video recorded from the moment the package is opened. 

Claims relating to: 

  • Wrong product received 
  • Damaged product received 
  • Missing product or item 

must be supported by an unboxing video. 

Claims submitted without an unboxing video may not be accepted. 

 

CASH ON DELIVERY (COD) ORDERS 
  • Any shipping charges, COD charges, convenience fees, handling fees, or verification fees collected at the time of order placement are non-refundable. 
  • Refused deliveries, non-accepted COD orders, or Return-To-Origin (RTO) shipments may result in restriction or removal of Cash On Delivery service for future orders. 
  • GEMZWALA reserves the right to verify Cash On Delivery orders before dispatch. 

 

OUR 1-DAY REPLACEMENT POLICY IS APPLICABLE ONLY IN THE FOLLOWING CASES 
  • The product delivered is materially different from the product ordered and must be verified through an unboxing video. 
  • The product has been received in a physically damaged condition and the damage must be clearly visible in the unboxing video. 

 

THE FOLLOWING CASES WILL NOT BE ELIGIBLE FOR REPLACEMENT 
  • Any item damaged after delivery. 
  • Any item showing signs of use. 
  • Any item not returned in its original packaging. 
  • Any item missing its original box, certificate card, information card, inserts, accessories, or complimentary items. 
  • Any item not in its original condition. 
  • Any request raised after 24 hours of delivery. 
  • Colour variation in natural stones. 
  • Natural inclusions, patterns, texture variations, markings, veins, transparency differences, or other natural characteristics of stones. 
  • Personal preferences or change of mind. 
  • Product expectations relating to spiritual, astrological, energetic, metaphysical, emotional, financial, career, relationship, health, or personal outcomes. 

To be eligible for replacement, the product must be unused, unworn, and returned with all original packaging and inserts. 

 

INSPECTION & APPROVAL 

Based on the photographs, videos, and information provided by the customer, our team will determine whether a replacement request qualifies under this policy. 

Replacement requests are subject to inspection and approval. 

The decision of GEMZWALA regarding replacement eligibility shall be final. 

 

RETURN SHIPPING 

If a replacement request is approved: 

  • GEMZWALA may arrange return pickup where available. 
  • If return pickup service is unavailable for a particular location, the customer may be required to ship the product back to us. 

Replacement products will be dispatched only after inspection of the returned item. 

 

REFUND POLICY 

GEMZWALA primarily offers replacements and not refunds. 

Approved replacement requests will generally be resolved through replacement of the product. 

Refunds may be issued only in exceptional circumstances including but not limited to: 

  • Product unavailable after payment. 
  • Duplicate payment. 
  • Replacement not possible. 
  • Any other circumstance deemed appropriate by GEMZWALA. 

If approved, refunds will be processed to the original payment method. 

Shipping charges, COD charges, convenience fees, payment gateway charges, handling fees, and other service charges may be deducted wherever applicable. 

The time required for the refund to reflect in your account may vary depending upon your bank and payment provider. 

 

DAMAGES AND ISSUES 

Please inspect your order immediately upon delivery and contact us within 24 hours if: 

  • You received a damaged product. 
  • You received an incorrect product. 
  • You believe an item is missing from your order. 

This allows us to evaluate the issue and provide appropriate assistance. 

 

NON-RETURNABLE PRODUCTS 

The following products are not eligible for return or replacement unless delivered damaged or incorrect: 

  • Customized products 
  • Personalized products 
  • Limited edition products 
  • Promotional products 
  • Clearance sale products 
  • Gift cards 

Need help?

Contact us at care@gemzwala.com for questions related to refunds and returns.

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