Refund & Return Policy – GemClusters

Last Updated: August 2026

At GemClusters, we want you to feel confident when purchasing natural gemstones online. Because gemstones are valuable and individual pieces can vary naturally in color, clarity, inclusions, and appearance, we have created a clear and transparent return and refund policy.

Please read the following policy carefully before placing your order.

1. 10-Day Return Policy

GemClusters offers a 10-day return period for eligible products.

If you are not satisfied with your purchase, you may request a return within 10 calendar days of delivery.

To be eligible for a return:

• The product must be in its original, unused condition.
• The gemstone must not have been altered, polished, recut, drilled, engraved, mounted, or otherwise modified.
• The original invoice must be included.
• Original packaging, certificates, tags, documentation, and other accompanying materials must be returned.
• The gemstone must be returned in the same condition in which it was received.
• The return must be approved by GemClusters before the product is shipped back.

Products that do not meet these conditions may be rejected or may qualify only for a partial refund or store credit.

2. Loose Natural Gemstones

Eligible loose gemstones may be returned within the 10-day return period, subject to inspection and approval.

Once the returned gemstone has been received and inspected, GemClusters will process the applicable refund according to this policy.

Please note that natural gemstones can have unique characteristics and inclusions. Minor variations between photographs displayed online and the actual gemstone may occur because of lighting, photography, screen settings, and the natural characteristics of gemstones.

3. Customized Gemstone Jewelry

Customized products require special consideration because they are created specifically for an individual customer.

Products such as:

• Custom rings
• Custom pendants
• Custom bracelets
• Gemstones mounted into jewelry
• Personalized jewelry
• Engraved products
• Specially commissioned designs

may not be eligible for a full monetary refund once production has started.

Where applicable, GemClusters may offer exchange or store credit after reviewing the individual case.

We strongly recommend confirming the gemstone, size, metal, design, and other specifications before approving a customized order.

4. Gemstone Certificates

If a customer purchases an additional laboratory certificate or certification service, the certification fee may be non-refundable once the certification process has started.

If a certificate is included with a gemstone as part of a promotional or standard offering, it must be returned with the gemstone where applicable.

5. Items Not Eligible for Return

The following may not be eligible for return or refund:

• Customized or personalized products
• Altered or modified gemstones
• Used or damaged products
• Products missing their original certificate or documentation
• Products missing original packaging
• Products damaged because of improper handling
• Products that have been resized, recut, polished, drilled, engraved, or mounted after delivery
• Products returned after the applicable return period
• Products that cannot be verified as the original item supplied by GemClusters

6. Damaged or Incorrect Products

If you receive a gemstone that is damaged, defective, or different from the product you ordered, please contact us as soon as possible after delivery.

Please provide:

1. Your order number
2. Clear photographs of the product
3. Photographs of the packaging
4. A description of the issue

After reviewing the information, GemClusters may offer a replacement, refund, or another appropriate resolution.

7. Return Authorization

Please do not send a product back without contacting GemClusters first.

Customers must contact our support team and obtain return instructions or authorization before shipping an item back.

This helps us correctly identify your order and process the return safely.

8. Return Shipping

Unless the product was incorrectly supplied or arrived damaged due to an issue attributable to GemClusters, the customer may be responsible for return shipping costs.

We recommend using a reliable, trackable shipping service with appropriate insurance when returning valuable gemstones.

GemClusters is not responsible for a returned package that is lost, stolen, or damaged while being shipped back to us if the customer has not used appropriate shipping protection.

9. Inspection of Returned Products

All returned gemstones and jewelry are subject to inspection after they reach GemClusters.

We will verify:

• The condition of the gemstone
• The product identity
• Certificate/documentation
• Packaging
• Any signs of alteration or damage

A refund will only be processed after the return has been successfully inspected and approved.

10. Refund Processing

Once your return has been approved, the eligible refund will generally be processed within 5–10 business days.

The time required for the amount to appear in your account may vary depending on your bank, card issuer, payment gateway, or other payment provider.

Refunds will normally be issued to the original payment method, where technically possible.

11. Non-Refundable Charges

Unless required by applicable law or otherwise stated by GemClusters, certain charges may not be refundable, including:

• Shipping charges
• Customs duties
• Import taxes
• VAT or other government taxes
• Special handling charges
• Payment-processing charges, where applicable
• Additional certification fees once the certification process has started
• Customization or jewelry-making charges, where applicable

12. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

Cancellation requests received before processing or dispatch may be eligible for cancellation without additional charges.

Once an order has entered production, customization, certification, or shipping, cancellation may no longer be possible or may be subject to applicable charges.

13. Exchanges

Where an exchange is approved, the replacement product may be subject to:

• Product availability
• Price differences
• Shipping charges
• Inspection requirements
• Customization requirements

If the replacement item has a higher value, the customer may need to pay the difference.

14. Store Credit

In cases where a monetary refund is not available, GemClusters may, at its discretion, offer store credit for eligible returns or customized products.

Store credit may be subject to additional terms communicated to the customer at the time of approval.

15. International Returns

Customers returning products from outside the country of shipment may be responsible for:

• Return shipping
• Customs documentation
• Import/export charges
• Duties and taxes
• Brokerage or carrier charges

GemClusters cannot guarantee reimbursement of international customs or tax charges.

16. Important Note About Natural Gemstones

Natural gemstones are products of nature. Their color, clarity, inclusions, transparency, shape, and appearance can naturally vary.

The gemstone you receive may therefore have minor visual differences from photographs shown on the website.

Such natural characteristics do not automatically qualify as a defect or reason for refund.

17. Contact Us

For return or refund assistance, please contact:

GemClusters
📧 Email: gemclustersofficial@gmail.com
📞 Phone: +91-9278130871
📍 Address: 9A, Rohtas Pandit House, Shahnajaf Rd, Hazratganj, Lucknow, Uttar Pradesh 226001

Please include your order number in all return-related communications.

GemClusters

Natural Beauty. Timeless Elegance.