Refund policy

GEMOISS Jewelry Return & Refund Policy

At GEMOISS, we are committed to delivering exceptional craftsmanship and premium service. To ensure fairness and protect product integrity, we maintain a clear return and refund policy as outlined below.

 

 

Acceptable Return Conditions

We accept returns or exchanges in the following situations:

1. Product Quality Issues


If the received product is defective — such as missing stones, deformation, breakage, or significant scratches.

Note: All items are inspected and photographed before dispatch. We may require proof of damage during transit, such as an unboxing video or clear photos taken immediately upon opening.


2. Style or Preference Issues


If the customer is not satisfied with the style or design (not due to a defect), we accept returns, but the customer is responsible for return shipping costs.

 

 

We reserve the right to refuse a return or refund if:

  1. There is evidence of use or wear.
    Signs of wear include, but are not limited to: surface abrasions, scratches on the inner band, prong marks, or visible scuffs and scratches on the center stone.
  2. The item is a bespoke or custom-made product.
    Custom orders include any items with engraving, size modifications, or design alterations based on the customer’s request.
  3. The return is considered abusive or malicious.
    For example, purchasing 5 or more items and returning the majority while keeping only 1–2 pieces without valid quality issues.
  4. he customer selected an incorrect ring size.
    In such cases, we recommend returning the item for resizing. We offer one free resizing service per order, but both return and re-shipping costs must be covered by the customer.

 

Non-returnable Items

The following items are final sale and cannot be returned or refunded:

  1. Promotional or sale items, including products listed on promotional pages, those with promotional tags, or part of "Buy One Get One" and major clearance campaigns.
  2. Orders or products purchased using a discount code, excluding first-time customer welcome discounts.
  3. Products purchased with gift cards, or orders paid partially or fully using a gift card.

 

 

At GEMOISS, we want you to truly love and cherish your jewelry. If for any reason you're not completely satisfied with your purchase, we're here to help. Please carefully review the return and refund policy below before initiating a return to ensure a smooth and fair process for both sides.

  1. Unauthorized Returns


    Returns that are sent without prior authorization will not be accepted or refunded.
    Before sending any items back, please contact our customer service team at
    service@gemoissjewelry.com
    to request return authorization and receive the correct return address.

  2. Return Window & Shipping Costs

  • Return or exchange requests must be made within 30 days of receiving your original order.
  • Return shipping costs are the responsibility of the customer.
  • We require the use of a trackable shipping method; returns sent via untrackable methods will not be eligible for refund or exchange.

3. Return Conditions

We allow returned items to be sent back with different outer packaging, but customers must ensure proper and secure packaging to prevent loss or damage in transit.
GEMOISS reserves the right to refuse refunds for items that arrive damaged due to poor repackaging.

Your return must include all of the following:

    • The jewelry item itself
    • The original GEMOISS jewelry box
    • The item's GRA certificate (if provided)
    • Any free gifts included in your order
    • Missing or damaged components will affect your refund as follows:
    • Missing jewelry box: $10 will be deducted per box
    • Missing or damaged GRA certificate: Return will be refused
      Note: Each GRA certificate is unique and non-replaceable. It is essential for verification and resale.

Returned items must not show any signs of wear, including but not limited to:

    • Surface scratches
    • Resizing
    • Alterations
    • Damaged or bent settings

If items are found to be used or tampered with, GEMOISS reserves the right to reject the return.

 

 

4. Refund Processing

  • Refunds are processed within 5 business days upon receiving and inspecting your return.
  • Refunds will be issued to the original payment method, unless store credit is preferred.

 If you wish to receive a refund to your original payment method, please notify our customer support team when requesting return authorization.

 

 

5. Shipping Fee Deductions

Even if your original order qualified for free shipping, we will deduct the actual shipping fee from your refund:

  • $13.90 (Standard Shipping)
  • $19.90 (Express Shipping)

If your shipping address was in a remote area and required a surcharge, that surcharge is non-refundable.
We will notify you in advance of any applicable shipping surcharges based on your location.

 

 

6. Important Notes

Do not return your item to the shipping address on your parcel. This is not our return center and may result in delays or lost packages.

Once your return is approved, we will provide you with the correct return address.

For any questions regarding returns or exchanges, don’t hesitate to reach out to our team: service@gemoissjewelry.com

 

 

 

The following are additional supplements for non-returnable items, please be informed:

  1. Final Sale items are not eligible for refund, exchange or resize.
  2. "Design your own" items, the stone color, metal, and chain length, etc. chosen based on your personal preference are non-refundable. gemoissjewelry will charge a 35% restocking fee for the exchange of these items.
  3. Personalized items with “engravings” and “photos”, such as rings, necklaces and bracelets, are non-refundable.
  4. Special order items are those changing plating and stone colors, buying a part from the whole set, and the jewelry with personalized engravings, all of these are not refundable.
  5. The rings with custom sizes are not refundable. (Custom sizes are those that charge extra $20).
  6. Items without jewelry tag or that have been worn, damaged or altered are not refundable, and will be returned to the customer at their expense.
  7. Items that were worn, or sent to you as Replacement/Exchange are not refundable.

gemoissjewelry will reimburse customer $10 as the return shipping fee via store credit under the following circumstances.

  1. Customer received the wrong item.
  2. The item is broken, defective, or has an incorrect engraving. (For broken or defective items, customers must contact service@gemoissjewelry.com within 48 hours of receiving their order.)

gemoissjewelry will charge a 35% restocking fee for the exchange of the below items.

  1. Items that are customized with 10K white gold/10K rose gold/10K gold.
  2. Items that are customized with14K white gold/14K rose gold/14K gold.
  3. Items that are customized with18K white gold/18K rose gold/18K gold.
  4. Items that are customized with moissanite stones.
  5. Returning multiple items (≥ 3 pieces) from the same order, you will be charged a 35% restocking fee for each item returned.

Self-Service Return & Exchange Instructions

Generally, all items will be sent into production 120 minutes after we receive the payment. Therefore, any cancellations after that time will incur a 30% material and processing fee.

 

We sincerely provide you with the best service. If you have a bad experience during the shopping process or have any questions about the order, please contact us: service@gemoissjewelry.com