Last updated: 23 October 2026
This policy follows the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. It does not take away any right you have under those laws.
7-day returns
You may return an item within 7 days of delivery for a refund, if:
- it is unused, unworn and not altered — a stone that has been set in a ring or pendant, re-cut or re-polished cannot be returned;
- it comes back with everything it was sent with: pouch, box, tags, any certificate or lab report, and any free item that came with it;
- the stock code (for example YS-06) on the pouch or tag matches our record, so we know it is the same stone.
Damaged, defective or wrong item
If you receive the wrong item, a damaged item, or a stone whose lab report does not match its listing, tell us within 48 hours of delivery with photographs. We collect it at our cost and refund in full — including any shipping you paid — or replace it, as you prefer. The 7-day conditions above do not limit this.
What cannot be returned
- Items made, cut, strung or energised to your personal specification, once the work has started (we tell you before taking such an order).
- Items that have been worn, set in jewellery, damaged or altered after delivery.
- Gift cards, if we offer them.
Each product page says whether that item can be returned.
How to return
- Open My Returns and choose the item, or write to support@thegemsure.com / WhatsApp +91 99531 11782 with your order number and the reason.
- We reply within 48 hours. For an accepted return we arrange a pickup through our courier where your pin code allows it; otherwise we give you the address to send it to. When the return is because of our error, we pay for the return courier.
- Pack the item as it came. Use a sealed, padded parcel for gemstones.
Inspection
When the item reaches us we check that it is the same piece, unused and complete. If it does not meet the conditions we tell you why, with photographs, and send it back to you at no cost.
Refunds
- Approved refunds are made to the original payment method (UPI, card, net banking or wallet) within 5–7 business days of the inspection. Your bank may take a few more days to show it.
- The ₹79 delivery charge is refunded only when the return is because of our error (wrong, damaged or not-as-described item).
- We do not charge any restocking or cancellation fee.
Exchanges
We do not swap one stone for another directly. Return the first under this policy and order the one you want.
Questions or complaints
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
If you are not satisfied with how a return was handled, see our Grievance Redressal page.