Our approach
Refunds at Gems Mart Jewellers are evaluated at our discretion, in keeping with the relationship we have with you.
Jewellery is a deeply personal purchase, and the right way to address concerns is rarely the same from one situation to the next. So we don't publish a rigid formula. Instead, we promise this: if you have a concern about a piece you've bought from us, please reach out — via WhatsApp, email, or in person — and we will work with you to find a fair resolution.
Practical guidance
While we keep our approach deliberately flexible, the following gives a sense of how we think:
- Manufacturing defects. If a piece arrives with a clear manufacturing defect, we will repair, replace, or refund it. Please flag the concern within a reasonable timeframe (typically within 7 days of receipt) so we can act on it while the issue is fresh.
- Ready pieces. For finished, in-stock pieces, refunds and exchanges are something we can usually arrange in conversation, provided the piece is returned in its original condition with all packaging and any associated certificates.
- Made-to-order and customised pieces. Because these are produced or modified specifically for you, they generally cannot be refunded once production has begun. If there's a problem with the finished piece, we will work with you to make it right.
- Stripe-processed payments. Where you paid online via Stripe, any approved refund is issued back to the original payment method, typically within 5–10 business days of approval.
- Other payments. For payments made via UPI, bank transfer, or in person, refunds are arranged in the same form, on a timeline that reflects the method used.
How to reach us
The fastest way to discuss any refund concern is WhatsApp. You can also email us at contact@gemsmartjewellers.com.
We genuinely want you to be happy with what you buy from us. If something isn't right, please tell us — early conversations almost always lead to good outcomes.