Cancellation & Refunds

Cancellation & Refunds

Because Your Confidence Matters to Us

1. Our Promise of Transparency

At GemsGram, we believe in clear communication and flexible policies. We understand that plans can change, and we aim to make cancellations and refunds as smooth as possible. Every order you place is treated with personal care, and our cancellation process ensures fairness for both sides.

2. Cancellation Before Dispatch

Orders can be canceled within 24 hours of placement or before they are shipped. If the item hasn’t entered production or dispatch, you’ll receive a full refund to your original payment method. Please contact support@gemsgram.com as soon as possible to confirm your cancellation.

3. Cancellation After Dispatch

Once an order has been shipped, it cannot be canceled. However, you can still apply for a return or exchange after receiving the product by following our Return Policy. This ensures both transparency and protection of product quality during international transit.

4. Custom and Made-to-Order Jewelry

Custom-designed or personalized jewelry is crafted exclusively for you. Hence, cancellations or refunds are not possible once production begins. However, our team shares design confirmations before starting any custom work to ensure your full satisfaction from the beginning.

5. Order Modification

If you wish to make small changes to your order, such as ring size or shipping address, please reach out within 12 hours of order placement. After that window, production or dispatch may already be in progress, making modifications difficult or impossible.

6. Refund Processing Time

Once a cancellation or return is approved, refunds are processed within 5–10 business days. Depending on your payment provider or bank, international refunds might take a few extra days to reflect in your account. We’ll share a confirmation email once it’s done.

7. Refund Method

All refunds are issued to the original payment source — such as your credit/debit card, PayPal, or Stripe account. For security reasons, we do not offer refunds to alternative accounts or methods. Store credit is also available if you prefer to shop again later.

8. Partial Refunds

If you’ve ordered multiple items and wish to cancel or return only one, we offer partial refunds based on the returned item’s value. Shipping costs are refunded only if the return is due to our error or product defect, as per our Return Policy.

9. Refunds for Damaged or Defective Items

In the rare case that your jewelry arrives damaged, please notify us within 48 hours of delivery. After verifying the issue with photographs or inspection, we’ll process a replacement or full refund, including return shipping, if required.

10. Bank and Currency Differences

For international orders, refund amounts may slightly differ due to currency conversion rates or bank processing fees. GemsGram is not responsible for these differences, but we always ensure the refund value matches the original invoice in USD equivalent.

11. Unsuccessful Refund Cases

If you haven’t received your refund within the stated timeframe, please check with your card issuer or bank first. If the issue persists, reach out to us at support@gemsgram.com
 with your transaction ID, and we’ll coordinate directly with the payment gateway for resolution.

12. Discretion in Exceptional Cases

In some rare or exceptional circumstances, such as production errors or courier mishandling, GemsGram may approve refunds or replacements even outside the standard policy window. These are handled personally by our support team to ensure fairness and customer satisfaction.

13. No Hidden Fees or Deductions

We do not charge hidden fees for refunds or cancellations. However, non-refundable gateway fees (charged by payment processors) may be deducted if applicable. All deductions, if any, are transparently mentioned in your refund confirmation email.

14. Prepaid Duties and Taxes

If your order was shipped Delivered Duty Paid (DDP), customs fees may not be refundable since they are paid to local authorities. However, we provide necessary invoices to help you apply for tax refunds in your country, where applicable.

15. Dedicated Customer Assistance

For any refund, cancellation, or payment-related concerns, our friendly support team is always available at support@gemsgram.com. We ensure that every case is handled with understanding, empathy, and prompt communication — because your trust means everything to us.