Return and Refund Policy

City of Gem aims to treat customers fairly while also protecting the integrity of our business, our production process, and the nature of the goods we sell. Because gemstones, custom cutting work, and related items are specialized products, our Return and Refund Policy is intentionally strict but reasonable.

We generally accept returns only where there is a verified fault, production defect, shipment error caused by us, or material issue clearly attributable to City of Gem. We do not accept returns simply because a customer changed their mind, no longer wants the item, expected a different appearance from normal lighting variation, or used the item and later chose not to keep it. We do not resell used stones as new, and we specialize in fresh sourcing, cutting, polishing, and direct supply.

If a customer believes there is a genuine issue with an order, the customer must contact City of Gem within 7 to 15 days after confirmed delivery, depending on the product and order circumstances. The customer must provide order details, clear photographs, videos if helpful, shipping information, and a written explanation of the issue. We may request additional evidence before making a decision.

Returned items must be unused, unmounted unless the issue specifically concerns mounted goods supplied by us, undamaged by the customer, and in the same condition in which they were delivered. The item must be returned with original packaging, certificates if issued, invoices, labels, and any accompanying documentation where relevant. If the returned item shows signs of wear, alteration, replacement, damage, tampering, switching, improper storage, third-party cutting, third-party setting, or unauthorized treatment, City of Gem may reject the return.

Custom orders, specially sourced stones, customer-request cutting work, customer-approved polishing work, altered goods, used goods, goods damaged after delivery, and goods returned outside the stated period are generally non-returnable and non-refundable unless mandatory law requires otherwise or City of Gem agrees in writing to an exception.

If a return is approved, the refund will usually cover only the amount actually paid for the approved product, less any non-refundable charges where disclosed or legally permitted. Additional charges beyond the value of the stone or product may not be refundable. Such charges can include payment processing fees not returned to us, courier charges, insurance charges, custom sourcing expenses, certification expenses, customs-related charges, taxes, duties, bank fees, currency conversion losses, and other third-party service costs already incurred. If a refund is approved, it may be made to the original payment source where possible or by another reasonable method agreed between the parties.

Unless the return is due to our verified mistake or fault and we explicitly agree otherwise in writing, the customer is responsible for return shipping costs, return insurance costs, secure packaging, and all risks during return transit. We strongly recommend insured, trackable return shipping. City of Gem is not responsible for items lost, damaged, stolen, or delayed while being returned to us unless the return method was arranged directly by City of Gem.

If the issue can reasonably be resolved by support, partial refund, replacement, repair, polishing correction, recutting discussion, or another fair commercial solution, City of Gem reserves the right to propose such resolution instead of a full refund.

Refund review does not mean automatic refund approval. Each case is assessed individually in light of the product type, the evidence, the nature of the complaint, the condition of the item, and the documented transaction history. Our goal is to handle genuine concerns fairly while protecting against misuse, switching, subjective disputes, and unfair claims.