Refund / Returns Policy

Return & Refund Policy

Because gemstones and jewelry are high‑value and often unique, Omary Gem’s uses a careful but fair return policy. By placing an order with us, you agree to the terms below.

1. General policy

We want you to feel confident when purchasing from us.

  • Most items can be reviewed for return within a short window if there is a genuine issue.

  • We do not offer “no‑questions‑asked” returns like fast‑fashion, but we do stand behind our descriptions and quality.

We encourage you to ask questions and request extra photos or videos before purchasing if you’re unsure.

2. Which items are eligible for review?

You may request a return review within 7 days of receiving your order if:

  • The item appears significantly different from what was described or shown in photos/videos.

  • You believe there is a defect or damage that was not disclosed.

  • We shipped the wrong item or there is a major specification error (size, stone type, etc.).

Items must be unused, in original condition, and include all packaging and certificates.

3. Items that are normally not returnable

To protect the integrity of our stones and the safety of our supply chain, the following are generally non‑returnable, except in clear cases of our error or serious undisclosed defect:

  • Natural loose gemstones (rubies, emeralds, sapphires, etc.)

  • Lab‑grown diamonds

  • Custom, made‑to‑order, or specially sourced pieces

  • Jewelry that has been resized, altered, or set after you receive it

  • Items marked “final sale” on the product page

If you feel there is a serious issue with one of these items, contact us and we will review your case individually.

4. How to request a return

If you believe there is an issue with your order:

  1. Contact us within 7 days of delivery.

  2. Include your order number, clear photos, and a short explanation of the problem.

  3. We will review your request and let you know if a return, exchange, or other solution is possible.

Please do not send items back without prior approval, as unapproved returns may be refused or returned to you.

5. Approved returns – process and conditions

If we approve a return:

  • We will send you return instructions and a return address (Bangkok, Montreal, or Hong Kong depending on the item).

  • You must ship the item back within 7 days of approval, using a tracked and insured method.

  • The item must arrive in original, unused condition with all packaging and documentation.

Once received, we will inspect the item. If it shows signs of use, damage, alteration, or a mismatch with what we shipped, we may decline the refund and return the item to you.

6. Refunds, store credit, or exchanges

If, after inspection, your return is approved:

  • We may offer:

    • A refund to your original payment method, or

    • Store credit, or

    • An exchange for another item (where possible).

High‑value or unique items may be limited to store credit or exchange.
Original shipping fees, customs, and duties are typically non‑refundable unless the return is due to our clear error.

7. Order cancellations

  • If you need to cancel, contact us as soon as possible.

  • Orders that have not yet been processed, sourced, or shipped may be cancellable.

  • Once we begin preparing or shipping your item—especially for specially sourced or rare stones—cancellation may no longer be possible.

We’ll always try to be reasonable if you message us quickly.

8. Items altered after purchase

Once a gemstone or diamond has been:

  • Set into a piece,

  • Resized,

  • Re‑cut, polished, or altered in any way,

it is no longer eligible for return or refund, except where required by law.

9. Natural characteristics and color differences

Natural gemstones and diamonds often have inclusions, internal features, and subtle color variations that are part of their identity. Screens and lighting can also affect how colors appear.

These natural characteristics are not considered defects and are not a valid reason for return by themselves.

10. Legal rights

Nothing in this policy overrides any consumer rights you may have under applicable law in your country or region. Where local law provides additional protections, we will comply with those requirements.

 





Omary