Cancellation & Refunds(wholesale)

1. Order Cancellation Policy

At GemsGram, we understand that sometimes business circumstances may change after placing an order. Wholesale buyers can request an order cancellation within 48 hours of confirmation, provided the production or packing process has not yet begun. Once items are moved to manufacturing or customization, cancellation requests cannot be entertained. This ensures we maintain fairness while respecting the time invested in handcrafting your jewelry.

2. Pre-Production Cancellations

If the cancellation request is received before production starts, buyers are eligible for a 100% refund of the advance payment. We process such refunds swiftly to ensure smooth communication and trust. GemsGram values clarity in every transaction, ensuring both parties save time and resources through transparent procedures.

3. Post-Production Cancellations

Once production has begun, we invest materials, craftsmanship, and labor into each piece. Therefore, cancellations at this stage are subject to deduction of the actual costs incurred. Buyers are notified of these details before the deduction is applied. We prioritize fairness, ensuring clients understand the breakdown transparently.

4. Custom or Personalized Orders

Custom-made jewelry, designed specifically according to the buyer’s request, cannot be canceled or refunded once production begins. Since these designs are exclusive and non-resellable, we treat them as final sales. However, we keep the client updated through every design phase to ensure satisfaction and avoid the need for cancellations later.

5. Cancellation Procedure

To cancel an order, buyers must email-support@gemsgram.com
 with the order number and reason for cancellation. Once received, our logistics and finance teams review the request and confirm eligibility within 24–48 hours. We maintain transparent and timely communication throughout the process to ensure clarity and professionalism.

6. Refund Policy Overview

Refunds are issued only for eligible cancellations or approved returns. Once verified, refunds are processed via the same payment method used during purchase. For wholesale buyers, we often recommend a credit note option, which can be adjusted against future purchases for convenience and faster processing.

7. Refund Processing Time

After confirmation, refunds are processed within 7–10 business days. Depending on the international banking network, the reflection period may vary slightly. We always share proof of refund completion to maintain trust and financial clarity in every transaction.

8. Handling of Partial Refunds

In cases where only part of an order is cancelled or defective, a partial refund is provided after verifying the details. This may include deductions for used materials or shipping fees already incurred. Our approach ensures buyers receive fair compensation without affecting ongoing partnerships.

9. Refund Currency and Conversion Rates

All refunds are processed in USD, and exchange rate differences (if any) are handled as per the bank’s current rate at the time of transaction. GemsGram does not charge additional conversion fees but cannot control external rate fluctuations. We always provide transparent invoices reflecting the exact converted value.

10. Cancellation Due to Payment Delay

If a buyer fails to complete payment within the agreed timeline, GemsGram reserves the right to cancel the order after prior intimation. However, we always allow a grace period and communicate directly to avoid disruptions. We value mutual respect and professionalism in maintaining a consistent supply chain.

11. Cancellation by GemsGram

In rare circumstances like unavailability of gemstones, silver purity issues, or unforeseen logistic challenges, GemsGram may cancel an order. In such cases, buyers are immediately notified, and a full refund is initiated. This ensures reliability and ethical business conduct, even in unexpected situations.

12. Damaged or Lost Shipments

If an order is lost or damaged during international transit, GemsGram investigates the case with the shipping partner. Upon confirmation, either a replacement or full refund is issued based on the buyer’s preference. We handle these cases with utmost priority to safeguard client satisfaction and business continuity.

13. Refunds for Faulty Products

When a product is found defective and verified by our quality team, a full refund or credit note is issued. Buyers can also opt for a replacement shipment at no additional cost. GemsGram ensures accountability for every product that leaves our Jaipur workshop, maintaining the integrity of our craftsmanship.

14. Non-Refundable Scenarios

Certain transactions are non-refundable, including clearance sales, sample pieces, or made-to-order designs. These are clearly communicated before the purchase to avoid confusion. By defining such terms upfront, we preserve transparency and long-term trust with our global wholesale partners.

15. Continuous Transparency & Support

At GemsGram, we believe communication is key. Whether it’s a refund query or cancellation request, our support team remains available to assist promptly. We value every partnership and ensure that every transaction ends on a note of clarity, fairness, and mutual respect — the true hallmark of our brand.