Refund policy

RETURN & REFUND POLICY

At Real Gem, your satisfaction matters deeply to us. Please read our return and refund policy carefully before making a purchase.

1. RETURN WINDOW

We accept returns within 30 days of the delivery date. If 30 days have passed since your order was delivered, we are unable to offer a return or refund.

To initiate a return, please contact us at [your support email] with your order number and reason for return before sending any items back.

2. ITEM CONDITION

To be eligible for a return, items must be:

  • Unused and in the same condition as received
  • In their original packaging

Items that show signs of use, damage caused by the customer, or are missing original packaging will not be accepted for return.

3. NON-RETURNABLE ITEMS

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

  • Sale or discounted items
  • Custom or personalized orders

Please review your order carefully before completing your purchase.

4. RETURN SHIPPING

If you are returning an item due to a defect, damage, or an error on our part, Real Gem will cover the cost of return shipping. We will provide a prepaid return label upon approval of your return request.

For all other returns (e.g. change of mind), return shipping costs are the responsibility of the customer. We recommend using a trackable shipping service, as Real Gem is not responsible for items lost in return transit.

5. REFUNDS

Once we receive and inspect your returned item, we will notify you by email of the approval or rejection of your refund.

If approved, your refund will be processed to your original payment method within 5–10 business days, depending on your bank or payment provider. Please note that processing times may vary.

If you have not received your refund after 10 business days, please check with your bank first, then contact us at [your support email].

6. DAMAGED OR INCORRECT ITEMS

If your order arrives damaged or you received the wrong item, please contact us within 7 days of delivery with your order number and photos of the issue. We will resolve it promptly with a full refund or reship at no cost to you.

Questions? Contact us at [your support email]