Last updated on 15-05-2025

Domestic Orders (India)

Return Eligibility

We offer a 7-day return window from the date of delivery for all domestic orders.

Only full orders can be returned. Partial returns are not accepted.

Products must be unused, unaltered, and returned in their original packaging along with the original invoice and certificates (if provided).

A box opening video is mandatory to process any return request. The video must clearly show the package being opened, the shipping label, and the product in the box without cuts or edits.

Please note:

Returns are not accepted after the 7-day window.

For jewellery products, any tampering or missing certificates/accessories will make the return invalid.

Return Process

To initiate a return, customers must contact our customer support within 7 days of receiving the product by emailing us at https://thegemcastle.com/contact/ or through the return request page on our website: http://www.thegemcastlejewellery.com.

Customers should wait for a confirmation email before sending any product back.

Use the original packaging and lock the box (if a lock is provided with your jewellery packaging) before returning.

Share the lock serial number (if applicable) with our customer care during the return request confirmation.

Returns without following the proper procedure, without a box opening video, or missing serial number confirmation (if applicable) will not be accepted.

Return Shipping Charges

Damaged, Defective, or Incorrect Items:
Gemcastle will bear the return shipping charges for orders where the item is damaged, defective, or incorrectly delivered.

Other Reasons (Change of Mind, etc.):
Customers are responsible for paying the return shipping charges for returns due to any reason other than damage or defect.

We recommend returning the product using an insured and trackable courier service.

International Orders

Currently, we do not accept returns or exchanges for international orders unless:

A defective product has been delivered.

Our logistic partner is unable to deliver the product after repeated attempts, and the shipment is returned to us.

In the case of defective product returns:

You must report the defect within 7 days of delivery.

The product must be unused and returned in its original packaging with all documents.

After inspection and approval from our Quality Assurance (QA) team, we will process the refund.

For approved cases, Gemcastle will cover the return shipping costs.

If delivery fails due to customer’s unavailability, the refund (if eligible) will be made after deducting actual shipping, customs duties, and associated charges.

Refund Process

Once the returned product is received and inspected, we will send you an email notification about the approval or rejection of your refund.

If approved, the refund will be initiated:

For Online Payments (Credit/Debit Card, Net Banking, UPI):
Refunds will be credited back to the original payment method within 7-15 working days from the date of receipt of the returned product.

For Cash on Delivery (COD) Orders:
Refunds will be processed either:

By NEFT transfer (if a canceled cheque is provided along with the returned product), or

By cheque, delivered via courier to the address registered at the time of placing the order. (Cheque refunds may take up to 30 working days.)

Note:
Refunds will be made only after the returned product is verified to be unused, in its original condition, and accompanied by all original documentation and packaging.

Important Points to Remember

Products once customized, engraved, or specially made on request are not eligible for return.

Sale items and discounted products are non-refundable, except in cases of defect or damage.

Returns and refunds are subject to verification and approval by our Quality Assurance team.

No returns or refunds will be accepted without prior approval from the Gemcastle customer support team.

Need Help?

If you have any queries regarding your order, return, or refund process, please feel free to get in touch with us:

Email: https://thegemcastle.com/contact/

Website: http://www.thegemcastlejewellery.com

Our team is dedicated to assisting you and ensuring a seamless shopping experience at Gemcastle Jewellery.