Return & Exchange (wholesale)

1. Return Policy Overview

At GemsGram, we understand that business relationships are built on trust and transparency. While every jewelry piece undergoes strict quality checks, we provide a flexible return policy for our wholesale clients. Returns are accepted only for manufacturing defects, transit damages, or discrepancies in delivered products. This ensures fairness and accountability in every transaction.

2. Return Eligibility Criteria

Wholesale buyers can request a return within 7 days of delivery in case of genuine quality issues. To be eligible, items must remain unused, unaltered, and in their original packaging. GemsGram reserves the right to verify the claim with photo or video evidence before approving any return. Our goal is to maintain honesty and mutual respect between our brand and our valued global partners.

3. Exchange Policy for Wholesale Orders

We offer easy exchanges for wholesale buyers if a product is defective or does not match the confirmed specifications. Once verified, an exchange will be processed. In case of customization errors from our side, we recreate and dispatch the correct products immediately. Our exchange process reflects our commitment to long-term partnerships, not just single transactions.

4. Damaged Products on Arrival

In the rare event of products arriving damaged due to shipping mishandling, buyers must report the issue within 48 hours of receiving the shipment. We encourage clients to record an unboxing video for verification. Once confirmed, GemsGram will either replace the damaged items or issue a credit note for the next purchase. Your satisfaction and trust always come first.

5. Custom and Personalized Jewelry

Since custom orders are created exclusively as per client requests, they are non-returnable and non-refundable unless there is a manufacturing defect. Each customized design is produced after final client approval, ensuring complete transparency throughout the process. Our artisans take extreme care to match your design specifications perfectly. This policy helps protect the creative integrity of both sides.

6. Reporting Procedure for Returns or Exchanges

To initiate a return or exchange, buyers should email support@gemsgram.com with order details, photographs, and a brief description of the issue. Our support team responds within 24–48 hours with further steps. We value clear communication and ensure that the process remains smooth and professional from start to finish.

7. Return Shipping Responsibilities

For verified cases, GemsGram covers the cost of return shipping for damaged or incorrect products. However, if a buyer requests a return for reasons other than product fault, shipping charges must be borne by the buyer. We use the same trusted courier services (DHL, FedEx, or UPS) to maintain consistency and ensure safety in return logistics.

8. Refund or Credit Note Process

Once the returned product is received and inspected, GemsGram processes refunds or credit notes within 7–10 business days. Refunds are issued via the original payment method or as store credit for future purchases. For wholesale buyers, we recommend credit notes for faster processing and smoother accounting. Every refund is handled with transparency and timely communication.

9. Quality Verification Before Approval

Each returned product undergoes a careful inspection by our internal quality assurance team. This step ensures authenticity and helps us maintain the high standards that define GemsGram. After verification, replacements or refunds are processed as per the agreed terms. We maintain complete honesty throughout, avoiding unnecessary delays or confusion.

10. Non-Returnable Categories

Certain items are non-returnable under our wholesale policy, such as clearance stock, sample pieces, or products sold under special promotional rates. This is to maintain fair pricing structures and prevent misuse of discount-based sales. We clearly mention such non-returnable items during the purchase stage, so buyers are always informed in advance.

11. Handling Defective Bulk Orders

In rare cases where bulk shipments show repetitive issues, GemsGram conducts a detailed investigation before proceeding with replacements. Our team works closely with the buyer to identify the cause and implement corrective measures. We believe in accountability and continuous improvement, making sure such issues don’t repeat in future consignments.

12. Exchange Timelines

Once an exchange is approved, replacements are shipped within 10–15 business days, depending on availability and production schedules. For urgent cases, priority handling is provided at no additional cost. Our goal is to minimize disruption to your business operations and maintain a steady supply chain partnership.

13. Packaging for Return Shipments

We advise wholesale buyers to repack returned products securely in their original packaging to avoid further damage during transit. Including a copy of the invoice and return approval note ensures faster processing. Proper packaging helps our logistics and quality teams handle the return efficiently, without delays.

14. Return Policy Compliance with International Standards

All return and exchange procedures comply with international trade and export regulations. GemsGram maintains detailed documentation for every case, ensuring transparency in customs and financial records. This adherence to global standards strengthens our credibility and builds long-term trust with wholesale clients worldwide.

15. Dedicated After-Sales Support

GemsGram provides dedicated post-purchase assistance to all wholesale partners. Our after-sales team ensures every return or exchange is handled professionally and promptly. We value strong business relationships — not just through sales, but through continuous care and reliability. You can always count on our support for any concern, ensuring a long-lasting partnership.