Return/Exchange & Refund Policy

Returns, Exchanges & Refund Policy

At Gems2Gel, a jewelry brand owned and operated by Vumentala Consulting Services (OPC) Private Limited (GSTIN: 36AAKCV5813D1ZB), your satisfaction is important to us.

We aim to deliver beautiful, high-quality statement jewelry that you will love. However, if something is not right or you change your mind, please review the conditions below to understand our returns, exchanges and refund process.

For the purposes of this policy, approved refunds are generally issued as Gems2Gel Store Credit in the form of a coupon code, unless expressly stated otherwise.

1. Return and Exchange Policy

Eligibility for a Return or Exchange

A product will be eligible for return or exchange only when all the following conditions are met:

  • The return or exchange request must be submitted within 48 hours of delivery, based on the courier’s tracking information.
  • The product must be unused, unworn and undamaged.
  • The product must be returned with all original packaging, tags and accompanying materials intact.
  • Each order is eligible for return or exchange only once.
  • All exchanges are subject to product availability.

If a returned product does not meet the above conditions, it will not be eligible for Store Credit. The product may be sent back to the customer after payment of an additional ₹150 shipping charge.

A difference between the customer’s personal expectations and the product received, where the product is not defective or damaged, will not qualify for a return or refund.

Clearance-sale and discounted products are not eligible for return, exchange or refund unless they are defective or were damaged during transit.

2. How to Request a Return or Exchange

To request a return or exchange:

  • Contact our customer-care team within 48 hours of receiving your order:
  • Provide the following information:
    • Order number
    • Product or products you wish to return or exchange
    • Reason for the request
    • Clear photographs of the product, where applicable
    • Unboxing video for damaged, defective, missing or incorrect-item claims
  • Wait for confirmation and approval from the Gems2Gel team before returning any product.
  • Once your request is approved, securely pack the product in its original box and packaging, with all tags and accompanying materials intact, and ship it to the return address provided below.

Products sent without prior approval may not be accepted.

3. Return Shipping

  • For a standard return or exchange, return-shipping costs must be paid by the customer.
  • The product must be returned unused, undamaged and in its original packaging.
  • Store Credit cannot be processed if the returned product is damaged, used or sent without its original packaging and tags.
  • Please use a reliable and trackable courier service and share the tracking details with us after dispatch.
  • Gems2Gel is not responsible for products lost or damaged during return shipping arranged by the customer.

Please note: Exchanges are processed in the same manner as returns. Once a product has been exchanged, it cannot be returned or exchanged again.

An additional shipping charge of ₹150 will apply when dispatching the exchanged product to the customer.

4. Store Credit and Refund Policy

Approved refunds will generally be issued as Gems2Gel Store Credit in the form of a coupon code, after deducting a 5% payment-gateway charge, where applicable.

The Store Credit coupon:

  • Can be used only once
  • Cannot be reused after it has been applied to an order
  • Will remain valid for one year from its date of issue
  • Cannot be combined with another offer or coupon code
  • Must be used without applying any other promotional offer

Only one coupon code can be applied to an order. Therefore, an order placed using a Store Credit coupon cannot also use another discount or promotional coupon.

5. Applicable Deductions

Unaccepted Prepaid Orders

If a prepaid order is refused, remains undelivered or is returned to our warehouse due to non-acceptance by the customer:

  • A total of ₹300 will be deducted towards forward and reverse shipping.
  • The remaining eligible amount will be issued through a Store Credit coupon sent by email.
  • No bank transfer or refund to the original payment method will be provided for packages returned due to non-acceptance or unsuccessful delivery.

Orders Placed Using Store Credit

If a Store Credit coupon from a previous order is used on a new order and the new order is refused, cancelled or not accepted, the coupon will expire and cannot be reused.

Please ensure that all COD and prepaid orders placed using Store Credit coupons are accepted.

Amount Debited but Order Not Confirmed

If an amount is deducted from your card or wallet but you do not receive an order confirmation, please contact us before placing another order.

We will verify whether the original transaction was successfully captured. If another order is placed before verification, a 5% payment-gateway charge may be deducted from the transaction amount before processing the applicable refund.

Orders with Free Shipping

If shipping charges were waived as part of an offer, ₹150 may be deducted towards the original shipment from our warehouse to the customer when processing Store Credit.

COD Token Amount

Any token amount paid for a Cash on Delivery order is non-refundable if:

  • The order is cancelled by the customer
  • The customer refuses to accept the order
  • The order is returned to our warehouse for any reason attributable to the customer

The standard ₹300 forward-and-return shipping deduction may also apply to the package’s onward and return journey.

6. Store Credit Processing Time

Store Credit will normally be processed within three working days from the date on which:

  • We receive and inspect the returned product; or
  • We confirm the cancellation of an eligible order.

The Store Credit coupon cannot be combined with any other offer or coupon.

For a product received in a damaged condition, we may provide either:

  • A replacement of the same product, subject to availability; or
  • Store Credit equal to the eligible amount paid for the product.

7. Damaged, Missing or Incorrect Products

All Gems2Gel products undergo quality checks and are packed carefully. However, damage may occasionally occur because of handling during transit.

Any damaged product, missing item or incorrect order must be reported to Gems2Gel immediately after delivery and no later than 48 hours from delivery.

Reports submitted after 48 hours will not be considered.

To report an issue:

  1. Record an unboxing video that clearly shows the issue.
  2. Email the video, photographs and order details to gems2gel@gmail.com within 48 hours of delivery.
  3. Our team will normally respond within 48 hours of receiving the complaint.

If the claim is approved:

  • We will arrange a reverse pickup at no additional cost.
  • The first pickup attempt will normally be made within 24 hours after approval.
  • The customer must keep the product securely packed and ready for collection.
  • If the pickup fails because the product was not ready or available, the arranged pickup may be cancelled. The customer will then be responsible for returning the product and paying the return-shipping cost.

After a successful reverse pickup and verification, Gems2Gel will, depending on product availability:

  • Dispatch a replacement for the damaged product; or
  • Issue Store Credit equal to the eligible value of the product.

Store Credit issued in such cases will be valid for one year from the date of issue.

No monetary refund will be provided for replacement or transit-damage claims. The available resolution will be a replacement or Store Credit, subject to the conditions above.

8. Mandatory Unboxing Video for Claims

An unboxing video is required for complaints involving:

  • Damaged products
  • Defective products
  • Missing products
  • Incorrect products or orders

To be accepted, the video must:

  • Begin before the parcel is opened
  • Clearly show the sealed parcel
  • Show the complete unwrapping and unboxing process
  • Clearly show the product and any damage, defect, missing item or incorrect item
  • Be continuous and unedited, without cuts, pauses or breaks

The complaint and video must be emailed to gems2gel@gmail.com within 48 hours of delivery.

Claims submitted without a qualifying unboxing video will not be accepted. This requirement helps Gems2Gel verify claims and protect both customers and the brand from fraud and shipping-related issues.

9. Contact Us

For questions or concerns regarding this policy, please contact:

10. Return Shipping Address

Gems2Gel
By Vumentala Consulting Services (OPC) Private Limited
Plot No. 91, Jayadarsini Enclave
Near St. Ann’s Luzern School
Kompally, Hyderabad
Telangana – 500078
India

Please contact us and obtain approval before sending a product to this address.

11. Changes to This Policy

Gems2Gel reserves the right to update, modify or change this policy at any time without prior notice. Customers are encouraged to review this policy periodically for updates.

The version of the policy displayed on the website at the time an order is placed will apply to that order, subject to applicable law.