Returns, Exchanges & Refund Policy

At Gems2Gel (by Vumentala Consulting Services (OPC) Private Limited, GST - 36AAKCV5813D1ZB), your satisfaction means everything to us. We aim to deliver beautiful, high-quality statement jewellery you’ll love — but if you change your mind later or something isn’t quite right, No Worries! we’re here to make it right.

Please read our policy below to understand our guidelines for return, exchange & refund. We are always here and happy to help you 🖤

Return/Exchange Policy

Eligibility for Return/Exchange

• Returns are only accepted within 48 hours from the date the item was delivered, based on tracking information.
• The item must be in its original, unused, and undamaged condition, including all original packaging, tags intact etc. Else it's not eligible for refund coupon. The items can be sent back to you at an additional ₹150 shipping cost.
• An order is eligible to be returned only ONCE.
• All our products undergo multiple levels of quality checks. In case of quality not meeting the expectation, no refund will be given. 
• Clearance sale or discounted items are not eligible for return, exchange, or refund unless they are defective or damaged during transit.
• All exchanges are subject to stock availability.

How to Initiate an Return/Exchange

To initiate an return/exchange, please follow these steps:

• Contact our customer service team at +91-91000-05857 or email us at gems2gel@gmail.com within 48 hours of receiving your order.
• Provide the following details:
• Order number
• Product(s) you wish to return/exchange
• Reason for return/exchange
• Photos of the item (if applicable, e.g., for defects or damage)
• Once your return request is approved by our team, you need to ship us the products you wish to return with all the original packaging/tags by keeping it safely back into the box/packaging.

Return Shipping

• The cost of shipping the product will be borne by the customer. 
• The product(s) should be in its original and unused condition with intact packaging. We will not be able to process the refund coupon code if the product(s) is damaged or shipped without its original packaging. 
• Please use a reliable courier service for shipping the product(s) and share the tracking details once the products shipped. We are not responsible for items lost during return shipping.

❗PLEASE NOTE: We treat exchanges just like returns, so the same steps apply. Please be aware that once an item has been exchanged, it can’t be returned or exchanged again. An additional shipping fee of ₹150 will be charged for dispatching the exchanged item to the customer.

Refund Policy

Refunds will be issued as a credit in the form of coupon code  after deducting 5% as payment gateway charges. The coupon code is a one-time use code and cannot be applied again to any other order. The coupon code has a 1-year validity from the date of issuance and can be used any time within the 1 year period for your purchase. 

Applicable Deductions

• Total of ₹300 towards the non-acceptance of prepaid orders will be deducted towards the forward and reverse shipment of the order being shipped back to our warehouse. The balance amount will be shared in the form of a refund coupon code via email. No bank transfer/credit to source will be provided for packages undelivered & returned. 
• Any refund coupon code of the previous order, if applied to a new order which is not accepted by you, will lead to expiry of the coupon code and cannot be used again. Please ensure COD / prepaid orders placed using coupon codes are accepted by you.
• For any online prepaid transactions, where the amount is deducted from your card/wallet and the order confirmation is not received, please contact us before you place another order. We will confirm if your transaction was captured. In case of a new order placed before confirming with us, 5% towards the payment gateway charges will be deducted from the transaction amount before refund.
• For orders where the shipping charges were waived off as part of any offer, ₹150 towards the shipping from our warehouse to the customer will be deducted while processing refund coupon codes. 
• TOKEN AMOUNT REFUND - Token amount cannot be refunded in case the Cash on delivery order is not accepted or is cancelled by the customer / returns back to our warehouse due to any reason. (₹300 as per standard deduction for the 'to & fro' journey of the package)

Refund Time

• Coupon code will be processed within 3 working days from the day we receive the returned products or the confirmation of cancellation of the orders. 
• The coupon code issued as refund will only be applicable for use if you do not apply any other offer code while placing a new order. 
• A customer cannot apply more than one coupon code while placing an order and hence orders that are placed using the refund coupon code will not be able to apply any offer coupon code.
• For products received damaged, we will be happy to ship a replacement for the same product or issue you a refund coupon code for the amount paid for the product. 

Damaged Product Received: 

All our products go through a quality check and are packed with utmost care to ensure it reaches our customers in the most delightful condition. But in some rare cases, it may happen that due to rough handling of the package during transit by the courier partner, the product may not reach you in the condition you expected it to be. In such cases, please follow the below process:

• Create a video of unboxing your package which clearly shows the issues you are facing. Write an email within 48 hours of receiving the package to us at  gems2gel@gmail.com and attach all the necessary proofs for faster resolution. Our team will respond to your mail within 48 hours. Please follow the Unboxing Video Requirement mentioned below.
• Once your return is approved and our team verifies that your order is eligible for a return and replacement, we will arrange a reverse pickup for your product at no extra cost, and the same will be attempted within 24 hours after confirmation. We will request you to keep the products ready for pickup, failure to do so will lead to cancellation of pickup and you will have to ship the product back to us by bearing the shipping charges. 
• Once the reverse pickup is successful, we will dispatch a replacement package for your damaged product depending upon the availability of the same or shall issue you a full refund coupon code worth the value of the product for your next purchase which will be valid for the next 1-year from the date of issuance. No refund will be provided in any replacement or damage cases. We will be happy to provide you a replacement or issue a refund coupon code.

❗PLEASE NOTE : Any missing items or incorrect orders/Damaged orders must be reported to the brand via email / whats app immediately upon delivery. Reports made more than 48 hours after delivery will not be considered.

🎥 IMPORTANT: Unboxing Video Requirement for Claims

To ensure transparency and to process any complaints related to missing, damaged, or incorrect items, we require an unboxing video as proof. This helps us verify and resolve your issue quickly and fairly.

✅ To be eligible for a complaint claim:

• The unboxing video must start before opening the package and clearly show:
• The sealed parcel
• The full unwrapping/unboxing process
• The product inside, including any damage, defects, or missing items
• The video must be unedited and continuous (no cuts or breaks).
• The complaint and video must be submitted to gems2gel@gmail.com within 48 hours of delivery.

❗PLEASE NOTE:

• Claims without an unboxing video will not be accepted, as this is our only way to ensure the integrity of the claim.
• This policy is in place to protect both our customers and our brand from fraud or shipping-related mishaps.

Contact Us

If you have any questions or concerns about our exchange policy, please don’t hesitate to reach out:

• Email: gems2gel@gmail.com
• Phone: +91-91000-05857

Shipping Address

Gems2Gel (by Vumentala Consulting Services (OPC) Private Limited),

Plot # 91,

Jayadarsini Enclave, Near St. Ann’s Luzern School,

Kompally, Hyderabad, Telangana 500014

Gems2Gel reserves the right to update, modify, or change this policy at any time without prior notice. Please review this section periodically for any changes.