Return and Refund Policy

Effective Date: February 10, 2025

At PureGemm, we want you to be completely satisfied with your purchase. We understand that sometimes things don’t work out, and you may need to return or exchange an item. This Return and Refund Policy outlines our procedures for returns, exchanges, and refunds. By making a purchase from PureGemm (www.puregemm.com), you agree to the terms of this policy. This policy is in addition to, and not in place of, your statutory rights.

1. Eligibility for Returns and Exchanges

To be eligible for a return or exchange, the following conditions must be met:

  • Timeframe: You must initiate the return or exchange process within [Number] days of the date of delivery. For example: “You must initiate the return or exchange process within 30 days of the date of delivery.”

  • Condition: The item(s) must be in their original condition, unworn, undamaged, and with all original tags and packaging intact. This includes the original jewelry box, any protective packaging, and any accompanying certificates or documentation.

  • Proof of Purchase: You must provide a valid proof of purchase, such as your order confirmation email or a copy of your invoice.

  • Exclusions: Certain items are not eligible for return or exchange, including:

    • Custom Orders: Items that have been custom-made, personalized, or altered to your specifications are generally not eligible for return or exchange. (See Section 6 for more details on Custom Orders.)

    • Earrings: For hygiene reasons, earrings are not eligible for return or exchange unless they are defective.

    • Items Marked as “Final Sale”: Items marked as “Final Sale” or “Non-Returnable” at the time of purchase are not eligible for return or exchange.

  • Defective Items: If you receive a defective or damaged item, please contact us immediately (within [Number] days of delivery) to arrange for a return, exchange, or repair.

2. How to Initiate a Return or Exchange

To initiate a return or exchange, please follow these steps:

  1. Contact Us: Contact our Customer Support team via one of the following methods:

  2. Provide Information: When contacting us, please provide the following information:

    • Your order number

    • The item(s) you wish to return or exchange

    • The reason for the return or exchange

    • Photos of the item(s) (if applicable, especially for damaged or defective items)

  3. Receive Authorization: Our Customer Support team will review your request and, if approved, will provide you with a Return Authorization (RA) number and instructions on how to return the item(s).

  4. Prepare Your Package: Carefully package the item(s) in their original packaging, along with all original tags, certificates, and documentation. Securely pack the item(s) to prevent damage during shipping.

  5. Include RA Number: Clearly write the RA number on the outside of the package.

  6. Ship the Item(s): Ship the package to the address provided by our Customer Support team.

3. Return Shipping Costs

  • General Returns: For general returns (e.g., you changed your mind, you don’t like the item), you are responsible for paying the return shipping costs.

  • Defective Items: If you are returning a defective or damaged item, we will provide you with a prepaid shipping label.

4. Inspection and Processing of Returns

Once we receive your returned item(s), our team will inspect them to ensure they meet the eligibility criteria outlined in Section 1.

  • Approval: If the item(s) are approved for return, we will process your refund or exchange within [Number] business days. For example: “5-7 business days.”

  • Rejection: If the item(s) do not meet the eligibility criteria, we will notify you and return the item(s) to you at your expense.

5. Refunds

  • Refund Method: Refunds will be issued to the original payment method used for the purchase.

  • Refund Amount: The refund amount will be the purchase price of the item(s), less any applicable shipping fees or restocking fees (if any).

  • Processing Time: Please allow [Number] business days for the refund to appear in your account. The exact processing time may vary depending on your bank or credit card company.

  • Shipping Fees: Original shipping fees are non-refundable, except in cases where the return is due to our error (e.g., we shipped you the wrong item or the item was defective).

6. Exchanges

  • Availability: Exchanges are subject to product availability.

  • Equal or Lesser Value: We may offer exchanges for items of equal or lesser value. If you are exchanging for an item of lesser value, we will refund you the difference.

  • Processing Time: Once we receive your returned item(s) and verify their condition, we will ship the exchanged item(s) within [Number] business days.

7. Custom Orders

  • Deposit: Custom orders require a non-refundable deposit. This deposit covers the cost of materials and labor involved in designing and creating your custom piece.

  • Cancellation: Once production has begun on a custom order, it cannot be cancelled.

  • Returns: Due to the personalized nature of custom orders, they are generally not eligible for return or exchange, unless there is a defect in materials or workmanship.

8. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately (within [Number] days of delivery) to report the issue. We will require photos of the damaged item(s) and packaging to help us assess the situation.

We will, at our option, repair, replace, or refund the damaged or defective item(s).

9. Holiday Returns

For purchases made during the holiday season (November 1st to December 24th), we may offer an extended return period. Please check our website or contact us for details.

10. Restocking Fees

In some cases, we may charge a restocking fee for returned items. Restocking fees, if applicable, will be clearly stated at the time of purchase or when you initiate the return process.

11. Policy Changes

We reserve the right to modify this Return and Refund Policy at any time. Changes will be posted on our website, and the revised policy will be effective upon posting.

12. Contact Us

If you have any questions or concerns about this Return and Refund Policy, please contact us:

  • Hotline: (706) 945-0477

  • Email: Contact@puregemm.com

  • Address: 2700 Woodcrest Dr Augusta, Georgia(GA), 30909