RETURN/REFUND POLICY

At Om Gems, every piece is crafted with precision, certified where applicable, and inspected before it reaches you. We want you to feel completely confident in your purchase - and if something isn't right, this policy sets out a clear, fair process for our 30-day returns and exchanges, and refunds.

Please read this policy in full before requesting a return. By placing an order with Om Gems, you agree to the terms outlined below.

Important - Important - Custom & Made-to-Order Jewelry and Diamonds: Every custom-made, personalized, or made-to-order piece, including made-to-order diamonds, is crafted specifically for you after your order is placed and cannot be resold. These items are strictly non-returnable and non-refundable once production has begun, with no exceptions, regardless of reason. Please confirm all specifications (metal, size, stone, carat, color, clarity, engraving) carefully before placing a custom order, as this cannot be undone once confirmed.

Return Eligibility

You may request a return within 30 days of delivery. The delivery date is determined by the tracking confirmation from our shipping carrier.

To qualify for a return, the item must meet all of the following conditions:

Unused, unworn, and in its original, sellable condition
Returned with all original packaging, the diamond certification document, and any tags attached
Free of any signs of wear, resizing, engraving, damage, or alteration
Accompanied by the original invoice or order confirmation

Items that do not meet these conditions may be declined and returned to the customer at their own cost, or, at our discretion, accepted with a partial refund reflecting the reduced resale value of the item (for example, if original packaging or the certification document is missing, or the item shows light handling wear). We do not commit to a fixed deduction percentage in advance, as this depends on the specific condition of the item on inspection.

Loose Diamonds

Ready-to-ship (in-stock) diamonds may be returned or exchanged within 30 days of delivery, provided they meet all the eligibility conditions above, including the original IGI certificate. Returns without the original certificate cannot be accepted.

Made-to-order diamonds are created to your exact specifications and are final sale. They cannot be returned or exchanged.

Non-Returnable Items

The following are considered final sale and are strictly non-returnable and non-refundable, with no exceptions:

Custom-made, made-to-order, or personalized jewelry and diamonds (see notice above)
Engraved items
Items explicitly marked as Final Sale at checkout
Products damaged due to improper use, mishandling, or unauthorized repair after delivery
Items returned without prior approval from our team
Any claim submitted without the required video/photo evidence

Approval Required Before Shipping a Return

No item should be shipped back to us without prior written approval. Any item received without an approved return reference number will not be accepted, inspected, or refunded, and will be returned to the customer at their own expense.

Video/photo evidence is mandatory for every claim. No return, exchange, damaged-item, incorrect-item, or missing-item claim will be reviewed or approved without clear supporting photos or video, submitted at the time of the initial request. Claims submitted without this evidence will be closed without further action.

To request approval:

Email support@omgemsus.com with your order number and the reason for your return or exchange.
Our team will review the request and confirm whether it meets the eligibility criteria.
Once approved, you'll receive a return reference number and clear shipping instructions.
Pack the item securely in its original packaging, including the certification document, and clearly note the return reference number on the package.
Ship the item using a trackable, insured method.

Returns shipped without following this process may experience delays or be declined outright.

Return Shipping

Return shipping costs are the customer's responsibility, except where the return is due to a confirmed damaged or incorrect item.
We strongly recommend using a secure, insured, and trackable shipping method for all returns, given the value of the items involved.
Om Gems is not liable for items lost, damaged, or delayed in transit back to us. Uninsured or untracked returns are shipped entirely at the customer's own risk.

Inspection & Approval Timeline

Once your returned item arrives at our facility:

Our team will inspect the item against the eligibility criteria within 3-6 business days of receipt.
You will be notified by email once inspection is complete, along with the outcome (full refund, partial refund, or decline, with reasoning).
Refund processing begins only after inspection is complete and the return is approved.

Refunds

Once your return has been inspected and approved:

Refunds are processed within 3-7 working business days of approval.
Refunds are issued to your original payment method only. We do not offer store credit as an alternative to a refund.
Refunds are issued in the same currency as the original transaction.
Original shipping charges, payment processing fees, and transaction fees are non-refundable.
For international orders, any customs duties or import taxes paid at the time of delivery are non-refundable, as these are collected by your local customs authority and are outside our control.
There is no restocking fee on eligible, standard returns.

Please note that once a refund is processed on our end, the time it takes to reflect in your account depends on your bank or card issuer, and is outside our control.

Damaged or Incorrect Items

If your item arrives damaged, defective, or different from what you ordered, please don't ship it back until we've reviewed your claim. Here's what to do:

Email support@omgemsus.com within 48 hours of delivery.
Attach your order number and a clear unboxing video showing the package being opened and the issue with the item.
We'll review your claim within 24-72 hours.
Once approved, we'll send a prepaid return label and offer a replacement or full refund - your choice, at no extra cost.

Claims made after 48 hours may still be reviewed, but we can't guarantee approval, since it becomes harder to confirm the damage happened before delivery.

Exchanges

We offer exchanges within 30 days of delivery, subject to the following:

Exchanges are available for items of equal or higher value.
Any price difference must be paid in full before the replacement item is shipped.
The original item must meet all eligibility conditions.
Exchanges follow the same approval process and return shipping terms as standard returns.
Exchange requests are subject to product availability at the time of approval.
Custom-made, personalized, or made-to-order items, including made-to-order diamonds, are not eligible for exchange.

Unboxing Video & Package Verification

Because our products carry high value, we ask every customer to follow a simple rule: film your unboxing. This protects you and it protects us.

What we need from you: For any claim about a missing, wrong, or damaged item, please send us an unboxing video that:

Starts before you open the package, showing it sealed and undamaged
Records continuously, with no cuts or pauses, until everything is unpacked
Clearly shows the item as it comes out of the box

Photos alone, edited videos, or videos that start after the box is already open won't be accepted as proof, and the claim can't be approved without one.

What we do on our end: Every order is packed, sealed, and weighed before it leaves us, and we keep those records along with the carrier's delivery confirmation. If a package arrives sealed and its weight matches what we shipped, we can't approve a "missing item" claim - the records show nothing was tampered with in transit.

If something doesn't add up: We look into any claim that seems inaccurate or fraudulent, and we may ask for more evidence before deciding. Claims that don't meet the requirements above will be declined. In serious cases, we reserve the right to refuse future orders, report the matter to the relevant authorities, and pursue legal action against anyone who submits a false or fraudulent claim.

This isn't about doubting our customers - it's a simple standard that protects everyone and keeps every claim easy to resolve fairly.

Important Notes

Return requests made after 30 days of delivery will not be accepted, except where required by applicable local consumer protection law.
Refunds are issued only after the returned item has been received, inspected, and formally approved - no refund is processed based on shipping confirmation alone.
Custom-made, made-to-order, personalized, and engraved pieces, including made-to-order diamonds, are final sale and non-refundable under any circumstance, with no exceptions.
Any claim not supported by the required evidence will be denied without further review.
This policy governs returns, exchanges, and refunds only. Issues relating to manufacturing defects discovered after the 30-day return window are covered separately under our Manufacturing Warranty.
Om Gems reserves the right to decline a return that does not meet the conditions outlined in this policy, at our reasonable discretion.