Return, Refund & Exchange Policy

At Pure Gems World, we are committed to providing authentic, high-quality gemstones and jewellery along with a smooth and transparent shopping experience. To ensure customer satisfaction, we offer a simple and hassle-free 5-Day Return, Refund & Exchange Policy under the terms and conditions mentioned below.

Conditions to be Eligible for Return / Exchange

To qualify for a return or exchange, the following conditions must be fulfilled:

  • The product must be returned in its original, unused, undamaged, and saleable condition, exactly as delivered.
  • All returned items must include:
    • Original Product Certificate
    • Invoice / Proof of Purchase
    • Original Packaging
    • Product Tags (if applicable)
    • Any lab certificates, documentation, discount cards, or complimentary items provided with the order
  • All return and exchange requests are subject to inspection, verification, and approval by the Quality Control Team of Pure Gems World.
  • Products damaged due to negligence, improper handling, misuse, modification, or careless usage will not be eligible for return or exchange.
  • Requests for return or exchange must be initiated within 5 days from the date of delivery. Requests raised after this period will not be accepted.

Return Policy for Loose Gemstones

Loose gemstones purchased from Pure Gems World can be returned within 5 days of delivery, provided all eligibility conditions mentioned above are satisfied.

Once the returned product is received and approved after quality inspection, the refund process will be initiated.

Return Policy for Jewellery

Customized, personalized, resized, engraved, or made-to-order jewellery items are not eligible for return or refund once delivered.

However, if the returned jewellery item meets our eligibility conditions, Pure Gems World may, at its sole discretion, offer Store Credit equivalent to up to 80% of the invoice value. This store credit can be used for future purchases on our website.

Please note that differences in personal preferences, design expectations, colour appearance, gemstone variations, or ring size issues after delivery shall not qualify for a refund on customized jewellery orders.

Refund Policy

Once we receive your returned product, we will notify you via email confirming that we have received the shipment.

After inspection and verification, we will inform you whether your return request has been approved or rejected based on the conditions mentioned in this policy.

If the returned product is approved for refund, the eligible refund amount will be processed automatically to the original bank account or payment method used during the purchase.

Refund processing is generally completed within 7 working days after approval. Depending on your bank or payment provider, it may take additional time for the amount to reflect in your account.

Please note that shipping charges, VAT, taxes, customs duties, payment gateway charges, and other applicable fees are non-refundable.

Order Cancellation Policy

Will I receive a refund if I cancel my order?

Yes, eligible refunds will be processed if the order is cancelled before dispatch.

However:

  • Once the product has been shipped, cancellation requests will not be accepted.
  • We generally begin order processing within 12–24 hours of receiving the order.
  • Customers are advised to request cancellation within 5–6 hours of placing the order for faster processing.
  • Products purchased during sales, discount offers, clearance sales, or promotional campaigns may not be eligible for cancellation.

If an eligible cancellation request is approved, the refund will be processed to the original payment method within a reasonable timeframe.

Exchange Policy for Incorrect Orders Placed by Customer

We do not normally accept returns for products ordered mistakenly by the customer. Customers are strongly advised to carefully review the product description, specifications, dimensions, size, weight, certifications, and all relevant details before placing an order.

However, if you still wish to request an exchange, the following conditions and steps must be followed:

  • The product must remain unused and in its original condition.
  • Customers may be required to share clear images of the product for verification purposes.
  • Customers must place a new order for the desired replacement product.
  • An email request must be sent to puregemsworld@gmail.com for exchange assistance and pickup coordination.

Once the returned product is received and approved after inspection, applicable restocking, shipping, or handling charges may be deducted wherever necessary.

Return / Exchange Procedure

To initiate a return or exchange request, please follow the steps below:

  1. Contact our support team within 5 days of receiving the product with your order details and reason for return or exchange.
  2. Share clear product images and an unboxing video (if applicable) to help us evaluate the request efficiently.
  3. Once your request is reviewed and approved, our support team will provide further return instructions.
  4. Securely pack the product along with all original contents and ship it through a reliable courier service.
  5. For security purposes, customers are advised not to mention terms such as “Jewellery”, “Gemstones”, or other high-value product descriptions on the outer packaging.

Important Notes

  • Return shipping charges must be borne by the customer unless the return is due to an incorrect, defective, or damaged product delivered by Pure Gems World.
  • Products damaged due to misuse, negligence, modification, or improper handling shall not qualify for return, refund, or exchange.
  • Products purchased during special sales, promotional offers, clearance sales, or discount campaigns may not be eligible for return, refund, exchange, or cancellation unless specifically stated otherwise.
  • Pure Gems World reserves the right to reject any return, refund, cancellation, or exchange request that does not comply with the conditions mentioned in this policy.