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Returns, Replacement & Refund Policy Conditions for returns, replacement & refund policy
  • Product(s) must be in their original and unused state.
  • Replacements are subject to inspection by our team.
  • The policy does not consider the damaged product(s) due to improper usage or negligence.
  • Original packaging, documentation, original/copies of invoices, lab certificates, and so on must accompany the product(s).
  • Return, replacement & refund requests must be made within 10 days of delivery.
Policy for Loose Gemstones & Jewelry
  • You can return loose gemstones with 100% money back* within 10 days, meeting the conditions mentioned above.
  • You cannot return custom gemstone jewelry (rings, necklaces, etc.) for money. However, you can place a return request for store credit* within 10 days of delivery. You can use the store credit for future purchases on our website.
  • Return shipment is at the customer's cost.
  • Returns can take up to 9-10 business days to process from the date we receive the return shipment at our address.
Cancellation Policy
  • We deduct the making charges from the total purchase amount on jewelry order cancellation. (Making charges are 25% of the total purchase amount)
  • We deduct a certification cost if a customer applied & received an additional lab certification.
Important Notes (*)
  • Money back: Shipping charges, customs, VAT, duties, payment gateway charges, etc., are non-refundable.
  • Store credit: Store credit is worth 75% of your invoice value. It is valid up to 3 months from the date of issue.
  • If a payment is made using a credit card company/bank, the return amount may be reflected after another 6-7 days.
FAQs 1. When does the 10-day period start?

The 10-day return period starts on the date a customer receives their shipment.

2. Can I still return the product if the original packaging and lab certificates are lost?

Our return policy states that the return request must include original packaging, documentation, original/copies of invoices, lab certificates, etc. Without it, a customer is not eligible for 100% money back. However, they might be eligible for a partial replacement or store credit. For more detailed information, contact our expert team.

3. Can I return a loose gemstone that I got studded on a ring?

Our policy states that custom jewelry orders cannot be returned for money. However, customers are eligible for store credit to make future purchases from GemsRoot.

4. I bought 2 loose gemstones. Can I keep one and return the other?

Yes, you can return the loose gemstone for 100% money back within the 10-day period.

5. How do I return a loose gemstone?

In case a customer wants to return or replace loose gemstones, follow the steps below:

  1. Contact our customer support and get a return approval.
  2. Ensure the shipment is accompanied by original packaging, lab certificates, documents, discount coupons, original/copies of invoices, etc.
  3. Pack all the items in the shipment carefully and choose a reputable courier company.
  4. Make sure to mention our address correctly; you can find our address at contact us.
  5. Once the package is shipped, do share the tracking ID and other information with us.
  6. Our team will reach out to you once we receive your package and run mandatory inspections.

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