Return and Exchange

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• • Return and Refund

    At Gemsquar, our Trusted Sellers offer a right of return without the need for justification. This right allows you to return your order for a full refund, with the exception of costs that are not attributable to the Trusted Seller, such as taxes, customs fees, insurance and other unforeseen costs .

  • Return period

    Upon receipt of your order at your delivery address, you have 3 working days to request the return of your order. By email to the Trusted Seller, via the Trusted Seller's Gemsquar messaging or by using our return request form .

  • Shipping, insurance and tracking number

    When returning an order placed on our site, you have the freedom to choose the transport company of your choice. However, you are responsible for the good condition of the order upon return until it is received by the seller. To reduce the risk of loss or damage during transport, we advise you to add transport insurance, carefully pack the package and provide a tracking number to the seller so that he can track the return of the package.

  • Damage and loss

    In case of non-receipt of your package or receipt of a damaged package, please inform the seller immediately using our Gemsquar courier service. For damages, please provide photos to support your claim.

    Once we have received your information, the seller will be able to take the necessary steps with the transport company to obtain compensation for the damage suffered during transport.

    If you do not receive your order, please inform the seller immediately so that they can also take the necessary measures with the carrier.  

  • Refusal to return

    It is essential to carefully pack and secure your package before handing it over to the transport company. In the event of loss, theft or damage during transport, the seller may exercise his right to partially or completely refuse to refund your order.

    If the seller refuses your return, they will provide you with a detailed explanation and photos justifying their decision.

  • Refund

    Once we have confirmed that your package has arrived in good condition at the seller, the refund will be processed. Please note that the refund will be visible on your account within 10 working days.

    Refund will be made by bank transfer only to the buyer's bank account. It is not possible to refund to another person's account or to a credit card.

  • Return rights for a purchase from a professional seller

    Gemsquar Professional Sellers grant a 3-day right of return from the delivery date of your order. It is important to note that each seller can choose to extend this return period, so it is recommended to consult the specific return conditions of each seller before making your purchase.

    After the 3-day period has expired, the seller reserves the right to refuse any return and refund request.

  • Return rights for a purchase from a private seller?

    Items sold by individuals must be shipped through Gemsquar, which acts as an intermediary for their sale. Thus, your 3-day right of return is always guaranteed by Gemsquar.

Exchange

• • Is it possible to exchange my ring in person with the Professional Seller?

    Yes, you have the possibility to exchange your jewelry by contacting the seller and informing him of your intention to visit his store. Please note that the 3-day period from receipt of your order still applies to inform the seller of your wish to exchange.

  • What are the return costs?

    The return and insurance costs related to the sending of your jewel until its delivery to the seller or Gemsquar are your responsibility. However, in the event of an error in the description of the item or receipt of a defective item, the return costs will be covered by the seller or Gemsquar.

  • How do I get my refund?

    After confirmation from the seller of the return in good and due form and within the deadline, Gemsquar will take care of your refund directly to your bank account only.

  • Can I return multiple items in one package?

    If your items were purchased from the same seller then yes you can return all items in the same package. If your purchases were made from multiple sellers then you must send them separately to each seller .

    If you have opted for our "safe-buy" service then you can send all your items at the same time directly to Gemsquar, who will check them and return them to the sellers separately .