Return and Exchange

Returns

• • Returns and Refunds

    At Gemsquar, our Trusted Sellers offer a no-questions-asked return policy. This policy allows you to return your order for a full refund, excluding any fees not attributable to the Trusted Seller, such as taxes, customs fees, insurance, and other unforeseen charges.

  • Return Period

    Upon receiving your order at your delivery address, you have a period of 3 business days to request a return. You can do so by contacting the Trusted Seller via email, Gemsquar's messaging system, or by using our return request form.

  • Shipping, Insurance, and Tracking Number

    When returning an order purchased on our website, you have the freedom to choose the shipping company of your choice. However, you are responsible for the condition of the order during the return process until it is received by the seller. To minimize the risk of loss or damage during shipping, we recommend adding shipping insurance, securely packaging the parcel, and providing a tracking number to the seller so they can track the return shipment.

  • Damage and Loss

    In the event of non-receipt of your package or receipt of a damaged package, please immediately inform the seller using Gemsquar's messaging service. For damages, please provide supporting photos for your claim.

    Once we have received your information, the seller can initiate the necessary procedures with the shipping company to obtain compensation for the damages incurred during shipping.

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

  • Return Refusal

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

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

  • Refund

    Once we have confirmed that your parcel has arrived in good condition with the seller, the refund will be processed. Please note that the refund will be visible in your account within 10 business days.

    The refund will be made via 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

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

    After the expiration of the 3-day period, the seller reserves the right to refuse any return and refund requests.

  • Return Rights for a Purchase from a Private Seller

    Items sold by private individuals must always go through Gemsquar, which acts as an intermediary for their sale. Therefore, your 3-day return right is always guaranteed by Gemsquar.

Exchanges

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

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

  • What are the return fees?

    Return and insurance fees related to shipping your jewelry back to the seller or to Gemsquar are your responsibility. However, in the case of an error in the item description or receiving a defective item, the return fees will be covered by the seller or by Gemsquar.

  • How can I receive my refund?

    Once the seller has confirmed the return in good order and within the specified period, Gemsquar will process your refund directly to your bank account only.

  • Can I return multiple items in the same package?

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

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