If for any reason you are not fully satisfied with your purchase, we are happy to offer returns under the guidelines below.

Return Window

We accept returns made within seven (7) days of the item being delivered. Please contact us via email with a brief description of the issue and include photos if applicable.

Return Conditions / Authorization

• All returned items must be in new, unworn, and sellable condition.

• Please email us to request a return within 7 days of receiving your order.

• Items must be returned in their original packaging, including any certificates, pouches, or boxes.

• Returns that do not meet these conditions may be subject to denial or restocking fees.

Non-Returnable Items

We do not accept returns or exchanges on:

• Custom size / designed items

• Items that show signs of wear, damage, or misuse

• Items returned without prior authorization

• All sale items are final sale

International Orders — Return & Refund Policy

All international orders are final sale and are not eligible for returns or refunds. For damaged, defective, or incorrect items, please contact us within 7 days of delivery with your order number and photos — a replacement will be arranged at our discretion.

In exceptional cases, a return or refund may be approved at our sole discretion. If approved, a 15% restocking fee applies and return shipping is the customer's responsibility. Refunds are processed within 14 business days of receiving the item in its original, unused condition.

Damaged or Defective Items

If your jewelry arrives damaged or you believe it has a manufacturing defect, please email us at info@thegemscharms.com within 7 days of receiving the item. Include:

• Your order number

• A detailed description of the issue

• Clear photos showing the damage or defect. If the packaging arrived damaged, please send a photo of the damaged box — this may indicate a shipment issue.

What is considered a "defect" vs "damage"?

The main difference is cause and timing: a defect is a manufacturing flaw usually appearing within the first month, while damage results from external force, mishandling, improper care, exposure to chemicals or oils, or extensive wear without proper maintenance. We will always do our best to offer a solution.

We will assess the issue and work with you to repair, replace, or refund the item as appropriate. For repair requests, email info@thegemscharms.com and we will advise on any applicable fee and lead time.

Refunds

Approved returns will be refunded to the original form of payment within 7–10 business days of receipt and inspection. If you purchased using a promo code or discount, the refund will reflect the amount actually paid. Shipping fees and promotional discounts are non-refundable.

Exchanges

Only new and unworn jewelry is eligible for exchange — either for a different size or colour/material within the same style. If there is a price difference, the customer is responsible for paying that difference. Exchanging for a completely different style is treated as a return.

Please email your exchange or return request to info@thegemscharms.com. Customers are responsible for return shipping costs. Once approved, we will process your new order. Any balance owed can be paid via credit card or PayPal.

thegemscharms reserves the right to deny any return or refund and may update policies at any time.