Last updated: 23 October 2026
Cancelling before dispatch — free
You can cancel an order at any time until it has been handed to the courier. Write to support@thegemsure.com or WhatsApp +91 99531 11782 with your order number, or use the cancel option on your order in My Orders while it is shown. You receive a full refund, including any delivery charge, to your original payment method within 5–7 business days. We do not charge any cancellation fee.
After dispatch
Once the parcel is with the courier it cannot be stopped. You can refuse it at the door or return it under our Return & Refund Policy.
Made-to-order items
For items made, cut, strung or energised to your instructions, you can cancel free of charge until the work starts. We confirm with you before starting, and from then on the item cannot be cancelled except where it is defective or not as agreed.
When we cancel an order
We may cancel an order if the item turns out to be out of stock (each gemstone is a single piece and could sell twice in the same minute), if the price shown was plainly wrong because of a technical error, if the delivery pin code cannot be served, or if the order looks fraudulent. If we cancel, we tell you straight away and refund every rupee you paid within 5–7 business days.
Failed payments
If money left your account but the order was not confirmed, the payment is reversed automatically by Razorpay, usually within 5–7 business days. If it is not, write to us with the payment reference and we will chase it.
TheGemSure
Golden I, T3-519, behind McDonald's, Tech Zone IV, Amrapali Leisure Valley, Greater Noida, Uttar Pradesh 201318, India
Email: support@thegemsure.com
Phone / WhatsApp: +91 99531 11782