Return & Exchange Policy

Most GemHub & Co. pieces are crafted to order, specifically for you. We want to be completely clear about what can and can't be returned — before you buy, not after.

Two Kinds of Pieces, Two Return Paths

Almost every order falls into one of two categories. The return rules depend on which one your piece is in — we tell you on every product page.

Made-to-Order & Engraved — Final Sale

Final sale, except when something goes wrong on our end.

  • Damaged, defective, or wrong item: entirely on us. We replace it or fully refund it and cover return shipping.
  • Cancellations: contact us within 24 hours of ordering. Production begins shortly after payment; after that a 30% material and processing fee applies.
  • Engraved & custom-sized items cannot be cancelled after 24 hours.

Ready-Stock Items — 30-Day Returns

Items held in inventory rather than made to order.

  • 30 days from delivery to return. Exchanges within 45 days.
  • Free first return — prepaid, fully insured pickup, at no cost to you.
  • No restocking fees. Full refund of the item price.
  • Refunded the way you paid, via your original payment method.

Not sure whether your piece is made-to-order or ready stock? Email care@gemhub.in before you place the order and we'll confirm.

How to Start a Return or Exchange

All returns — including defective made-to-order pieces — go through our Return Authorisation (RA) process. Please don't ship anything back before requesting an RA. Unauthorised returns can't be accepted or refunded.

  1. Email Us. Send a note to care@gemhub.in with your order number, the reason for return, and two clear photos of the item.
  2. We Reply Within One Business Day. Our team confirms your RA number, the correct return instructions, and a prepaid pickup where applicable.
  3. Pack & Ship. Send the item back using the instructions we provide within 7 working days of receiving your return address.

Condition Requirements

  • Original Condition. Unworn, undamaged, with all original packaging and documentation. Pieces showing signs of wear can't be accepted.
  • Certificates Included. A missing IGI, GIA, or in-house certificate carries a 30% replacement fee per certificate, as these are costly to reissue.
  • Not Modified Elsewhere. Items resized, engraved, or altered by a third party can't be returned.
  • Authorised in Advance. Unauthorised or refused-on-delivery packages can't be processed.

Preparing Your Return

  • Include Everything. Original packaging, jewellery box, complimentary gifts, packing slip, and all certificates.
  • Mark the Package. Write your order number clearly on the outside. For security, please don't write "jewellery," "diamonds," or "gold" anywhere on the package.
  • If Using Your Own Courier. Choose a fully insured, trackable service and send us the tracking number. We can't take responsibility for items lost or damaged in transit on a return we didn't arrange.

Your Refund

Once your return reaches us, our Quality Assurance team inspects the piece — this usually takes up to three (3) business days. As soon as it's approved, we process your exchange or issue your refund to the original payment method. Depending on your bank and payment gateway, refunds may take a further 5–7 business days to appear. We'll keep you updated by email at each step.

Your Consumer Rights

Nothing in this policy limits the statutory consumer-protection rights available to you under the Consumer Protection Act, 2019 and other applicable Indian law, including rights relating to faulty or misdescribed goods.

About GemHub & Co.

This store is owned and operated by Hamlet E Commerce Private Limited (trading as GemHub & Co.), with its registered office at Unit no 201, Green Wood Plaza, Greenwood City, Sector 45, Gurugram, Haryana 122003.

Thank you for choosing GemHub & Co. Questions about your return? Email care@gemhub.in or call +91 88000 62167.