At Gemstique, every gemstone is selected with care and intention. We want you to feel confident in your purchase, and we understand that occasionally a return may be necessary. This policy explains how returns and exchanges are handled.
By placing an order on our Website, you agree to the terms outlined below.
Return Window
Eligible items may be considered for return within 14 days from the date you receive your order. Requests submitted after this period cannot be accepted.
All returns are subject to inspection and approval upon receipt.
Eligibility for Returns
To be eligible for a return, the gemstone must be:
- In the same condition as when received, with no scratches, chips, abrasions, or signs of wear
- Unaltered, unset, and not mounted into jewelry
- Returned in its original packaging, including any protective cases or seals
- Accompanied by all original documentation, including Certificates of Authenticity or laboratory reports, where provided
Returns that do not meet these conditions may be declined or subject to replacement or re-certification costs.
Non-Returnable Items
The following items are not eligible for return or exchange:
- Custom orders, including gemstones custom-cut, sourced, or altered specifically for you
- Final sale or clearance items, where stated at the time of purchase
- Items returned in a condition inconsistent with their original state, other than due to verified transit damage
Initiate a Return
To request a return, please contact us before sending any item back.
- Email [email protected] with your order number and reason for the return
- Once approved, we will provide return instructions and the correct return address
- Returns sent without prior approval may not be accepted
Customers are responsible for arranging return shipment and covering all associated costs. Original shipping fees are non-refundable.
We strongly recommend using a tracked and fully insured shipping method, as the item remains your responsibility until it is safely received and signed for by Gemstique.
Inspection & Refunds
Once your return is received, it will undergo a careful inspection to ensure it meets return eligibility requirements.
You will be notified by email once the inspection is complete and whether the return has been approved.
- Approved returns: Refunds will be processed to the original payment method (Stripe or bank transfer) within a reasonable processing period
- Bank transfers: We will contact you to arrange the refund details. Refunds for bank transfer payments will only be issued to a bank account held in the customer’s name. We do not process refunds to third-party accounts.
Refunds are issued for the product value only and do not include shipping, customs duties, or taxes.
Exchanges & Transit Damage
We only offer exchanges in cases where an item is confirmed to be damaged during transit or defective upon arrival.
If your order arrives damaged, please contact us as soon as possible with clear photographs of the item and packaging. We will review the matter promptly and guide you through the next steps.
Contact Us
If you have any questions regarding returns, exchanges, or eligibility, our team is here to help.
Email: [email protected]
Effective as of: 5 March 2026