Refund policy

At Gemstone Gala, we are committed to delivering the finest jewelry and ensuring your satisfaction. While we do not provide a general return or exchange policy ( Once your order has been shipped, cancellations are not possible under any circumstances), we acknowledge that unforeseen circumstances may occur. To address situations where products are damaged or defective upon receipt, we have established the following policy:

1. Damaged or Defective Products: If you receive a product that is damaged or defective, we sincerely apologize for any inconvenience caused. Please inspect the item carefully upon receipt.

2. Surface Scratch Disclaimer: Minor surface scratches on the coating are not classified as defects. All of our products are carefully imported and shipped from overseas. While we strive to ensure every item arrives in excellent condition, slight cosmetic imperfections such as small scratches may occur during international transit. These minor marks are a normal part of the shipping process and do not affect the quality, functionality, or overall appearance of the product.

We appreciate your understanding and assure you that we are committed to delivering high-quality items that meet your expectations.

3. Unboxing Video Requirement: To initiate a return or exchange for a damaged or defective product—or in any special case approved by our Customer Service team—we require customers to record an unboxing video while opening the parcel.

This video must clearly show the package being opened and the condition of the product inside. Please ensure the video is uncut and recorded from the start of opening the package.

The video should be shared with our team within 24 hours of receiving the product. Requests without an unboxing video may not be eligible for return or exchange.

4. Contact Customer Support: Contact our customer support team at care.gemstonegala@gmail.com within 24 hours of receiving the product. Provide details about the issue, and include the unboxing video for our assessment or use chat option from website.

5. Approval and Exchange Process: Our customer support team will review the provided documentation and assess the damage or defect. If the claim is approved, we will guide you through the exchange process and this process takes 24-72 working hours.

6. Return Shipping: In the case of a confirmed damaged or defective item, we will provide instructions for the return process. Return shipping costs for eligible items will be covered by Gemstone Gala.

7. Replacement or Refund: Upon receipt and inspection of the returned item, we will provide replacement for the damaged or defective product. 

8. Return/Exchange Policy Exclusions: Products that show signs of wear and tear due to normal use are not eligible for return or exchange. Additionally, items damaged due to mishandling or improper care are excluded from this policy.

Products priced below ₹350 are not covered under any warranty, except in cases where they arrive damaged.

Please note that returns or exchanges will not be accepted for reasons such as dislike of the color, size issues, or change of mind. These do not fall under valid reasons for return or exchange.

9. Refund Exceptions:

• We reserve the right to refuse a refund or return request if the item shows signs of wear, damage, or alteration by the customer.

• Any fraudulent or abusive return activity will result in the denial of future services.

10. Customer Responsibility: It is the customer's responsibility to ensure the accuracy of the unboxing video, highlighting any damage or defect. Failure to provide accurate documentation may impact the eligibility of the claim.

Our goal is to address specific instances of damage or defects promptly and efficiently. If you have any questions or concerns, please reach out to our customer support team for assistance.

Thank you for choosing Gemstone Gala - where quality and customer satisfaction are our top priorities!