Return & Refund Policy

At OrientGem, we strive to ensure your complete satisfaction with every purchase. However, we understand that there may be situations where a refund is necessary. Please read our refund policy carefully:

1. Eligibility for Refund:

We accept returns and exchanges within 10 days of delivery. All returned or exchanged items must be in an unworn condition and packaged in its original box.

Return shipping is the responsibility of the customer.  All pieces must arrive in perfect condition. Lost returned items can not be refunded so we suggest you use a tracking service.

If you are not happy with your purchase for any reason please contact us at support@orientgem.com so we can send you the return shipping address.

2. Non-Refundable Items:

  • Personalized or customized jewelry items.
  • Items that show signs of wear and tear, damage, or alteration.
  • Earrings (for hygiene reasons, unless they arrive damaged or defective).

3. Refund Process:

  • To initiate a refund, please contact our customer service team at support@orientgem.com within the eligible refund period.
  • Provide your order number and a detailed reason for the refund request.
  • Our team will guide you through the return process and provide you with a return shipping label (if applicable).

4. Inspection and Approval:

  • Once the returned item is received, it will undergo inspection to ensure it meets the eligibility criteria for a refund.
  • Approved refunds will be processed within [number of days] days after the inspection.

5. Refund Methods:

  • Refunds will be issued in the original form of payment unless otherwise specified.
  • If the payment was made through credit/debit cards, the refund amount may take some time to reflect, depending on the bank's processing time.

6. Shipping Costs:

  • Shipping costs for returning the item(s) are the responsibility of the customer unless the return is due to our error or a defective/damaged product.

7. Canceling an Order:

  • Orders can be canceled within 12 hours after purchase. Please contact us immediately if you wish to cancel an order.

8. Contact Us:

  • If you have any questions regarding our refund policy or need assistance with a return, please reach out to us at support@orientgem.com.

Please Note:

You are typically responsible for the return shipping costs. If the return or exchange is due to an error on our part, OrientGem will cover the shipping costs.

OrientGem Will Cover Shipping Costs in the Following Cases:

  1. Product damage or wear caused by violent transportation during shipping.
  2. Incorrect product shipped by OrientGem, or the product does not match your order.
  3. Incorrect logistics information provided by OrientGem resulting in a failed delivery.

If OrientGem covers the shipping costs, payment will be made through PayPal. You will need to provide proof of freight payment or a receipt to confirm the amount.

OrientGem will communicate the above information with you via email.

If there are costs other than shipping, OrientGem will cover them, but you need to send proof of payment for all returns or exchanges to OrientGem's customer service email.

OrientGem will respond within 12 hours after receiving your email. When OrientGem agrees to cover these costs, payment will usually be made to you via PayPal within 5 working days.

For the refund matters mentioned above, the default is a full refund. If you have any questions, please contact OrientGem customer service at support@orientgem.com.

 This refund policy is subject to change without prior notice. Please refer to the policy at the time of purchase for the most current information.

Contact form