Refund Policy

Last Updated: November 5, 2026

At Gemjems, we want every customer to have a clear and convenient shopping experience. This Refund Policy explains the conditions and procedures for returning jewelry, requesting a replacement, and receiving a refund for purchases made through www.gemjems.com.

Please review the following terms before submitting a return request.

1. Return Period

We offer a 30-day return period beginning on the date your order is delivered.

To qualify for a standard return, the item must:

• Be unworn, unused, and in its original condition.
• Have no scratches, damage, alterations, or signs of wear beyond reasonable inspection.
• Include original tags, packaging, accessories, and accompanying items where applicable.
• Be accompanied by the order number or valid proof of purchase.

Items that do not meet these requirements may be refused, subject to applicable consumer protection laws.

2. How to Start a Return

To request a return, contact us at [email protected] within 30 days after delivery.

Please include:

• Your order number.
• The email address used at checkout.
• The name or description of the item.
• The reason for the return.
• Clear photos if the item is damaged, defective, or incorrect.

Our customer service team will review your request and, if approved, provide instructions for returning the item.

Please do not mail any product back before receiving return authorization and instructions from our team.

3. Return Shipping Method

Approved returns must be sent using the return method provided by our customer service team.

We recommend using a shipping service with tracking and retaining your shipment receipt until the return has been received and reviewed.

The return address and any special shipping instructions will be provided after your request is approved.

4. Return Shipping Costs

Responsibility for return shipping costs depends on the reason for the return.

• Personal preference: If you change your mind or no longer want the item, you are generally responsible for the return shipping cost.
• Incorrect selection: If you selected an unsuitable style or other product option, you are generally responsible for the return shipping cost.
• Our error: If the item is confirmed to be damaged, defective, or incorrect due to our error, Gemjems will provide an appropriate return shipping arrangement or cover reasonable return shipping costs.

Any applicable return shipping arrangement will be confirmed by our customer service team.

5. Damaged, Defective, or Incorrect Products

Please inspect your order as soon as it arrives.

If you receive jewelry that is damaged, defective, or different from what you ordered, contact us at [email protected] within 48 hours after delivery.

Please provide your order number and clear photographs showing the issue and the item’s packaging.

After reviewing your request, we may offer a replacement, refund, or another reasonable solution based on the circumstances and applicable law.

6. Items Not Eligible for Standard Returns

Unless otherwise required by applicable law, the following items may not qualify for a standard return:

• Products clearly marked as final sale or non-returnable before purchase.
• Personalized, customized, or specially made jewelry.
• Items that have been worn, altered, damaged, or used beyond reasonable inspection.
• Items returned without required components or packaging where these are necessary to verify the product’s condition.
• Items that are legally exempt from return for hygiene or safety reasons after use.

This section does not affect any mandatory consumer rights that cannot legally be excluded.

7. Exchanges and Replacements

Direct exchanges are subject to product availability and approval by our customer service team.

If you want a different design or product, we may ask you to return the eligible item first and place a new order.

For damaged, defective, or incorrectly shipped products, please contact us so we can determine the most appropriate replacement or refund arrangement.

8. Refund Review and Processing

After we receive and inspect your returned item, we will notify you of the refund decision.

If your return is approved, the refund will generally be issued to the original payment method within 3–7 business days after approval.

Your bank, card issuer, or payment provider may require additional time to post the refund to your account. Weekends, public holidays, and other processing procedures may also affect the time it takes for the funds to appear.

The final posting time depends on the relevant financial institution or payment provider.

9. Original Shipping Fees and Promotional Orders

Original shipping fees, if charged, are generally non-refundable unless the return is caused by our error or applicable law requires otherwise.

For orders purchased with discounts, promotional codes, or bundle offers, the refund will generally reflect the actual amount paid for the returned item.

For partial returns, only the eligible returned product or products will normally be considered for a refund.

10. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible at [email protected].

We will make reasonable efforts to stop the order before it enters processing or shipment. Once an order has been processed or handed to a shipping carrier, cancellation may no longer be possible. In such cases, the return procedure may apply.

11. Contact Us

For questions about returns, replacements, or refunds, please contact:

Gemjems
Website: www.gemjems.com
Email: [email protected]
Phone: 424-389-6002
Address: 13038 Mozart Way, Cerritos, CA 90703, United States