Refund Policy - GemsMantra
Every GemsMantra gemstone and rudraksha is a natural, handcrafted piece. This policy explains exactly when you can return, exchange or cancel, how refunds work, and the timelines you can count on — written in plain language and in line with the Consumer Protection Act, 2019.
Policy at a Glance
Here is the short version. Every point below is explained in full further down the page. If anything is unclear, message us on WhatsApp before you buy — we would rather answer a question than process a return.
Return & Exchange Eligibility
Because each stone is natural and handcrafted, and because gemstones are unfortunately vulnerable to being swapped for fake or lower-quality counterparts, we accept returns and exchanges only under clearly defined conditions. Please read these before requesting a return.
You are eligible for a return or exchange when:
- The item arrived damaged during transit, or
- You received an incorrect product (different from what you ordered), or
- The gemstone is proven synthetic or artificial by a Government gemological institute (ISO-certified or internationally reputed) — see the guarantee below.
Conditions that must be met:
- Timeframe: The request must be made within seven (07) days of receiving your product.
- Original condition: The item must be returned in its original condition with its original certification and packaging intact. Any tampering with the product or its certification is sufficient cause for us to deny the request.
- Unboxing video (mandatory): Due to the nature of the products, the Company requires a continuous, unedited videographic proof of unboxing to internally evaluate the condition of the product and make an informed decision. This video is a prerequisite for any return or exchange — without it, the Company is unable to process the request and no further action will be taken.
We cannot guarantee that every request will be accepted, and we reserve the right to decline a request that does not meet the conditions above. Requests made after the 7-day window are not eligible.
Tip: film the video the moment the sealed package arrives, in a single unbroken take that shows the shipping label, the unopened box, and the product being lifted out. Read our full Shipping Policy and Help Center for delivery timelines and packaging details.
The 100% Proven-Synthetic Guarantee
This is the promise we are proudest of. We take utmost pride in serving only genuine, natural stones — and we back it in writing.
If you ever doubt the authenticity of your gemstone, we encourage you to get it independently verified at a Government gemological institute (ISO-certified or internationally reputed). If any gemstone is proven to be synthetic or artificial by such an institute, you are entitled to a 100% refund, return, or exchange — whichever you deem fit.
Every order already ships with a verifiable GemsMantra Authenticity Report, which you can check by number at any time. Learn more on our Certification & Guarantee page, or verify your certificate at Check Certificate.
Items That Cannot Be Returned
Certain categories cannot be returned or exchanged unless they arrive damaged or incorrect. This protects both you and us: these items are either made to your personal specification, or are especially easy to swap with a counterfeit once they leave our custody.
| Not eligible for return/exchange (unless damaged or incorrect) | Why |
|---|---|
| Customised / made-to-order & engraved jewellery | Manufactured to your approved design and fitting size; cannot be resold. |
| Personalised rings, lockets, pendants, bracelets & necklaces (made to a specific fitting/size) | Made specifically for you. |
| Bead bracelets & malas | Intimate-wear items easily swapped with counterfeits. |
| Crystal trees | Fragile, handcrafted decorative pieces. |
| Rakhi | Seasonal / personal-use item. |
| Gift cards | Non-returnable by nature. |
| Sale / discounted items | Generally final sale for change-of-mind (statutory rights below still apply). |
| Products received exactly as ordered | No defect — delivered as described. |
Please note: Even for the categories above, your statutory protections are never voided — if a sale item, bracelet, mala or any other product arrives damaged or incorrect, or is proven synthetic, the eligibility and guarantee described earlier still apply. If you are unsure whether a specific product can be returned, please check the product page or contact customer support before you buy.
What is not a valid reason for return
- Change of mind: simply disliking the product or no longer wishing to keep it.
- Minor flaws or packaging issues that do not affect the quality or function of the product.
- Slight colour or size variation from what was perceived on screen — natural stones vary, and lighting, screen resolution and manufacturing tolerances cause small differences.
We strongly encourage you to review the size chart and product description carefully before purchasing so the correct size and specification are selected. The Company is not liable for sizing or colour differences that fall within normal, acceptable natural variation.
Refund Methods & Timelines
Once your return is received and inspected, we email you to confirm receipt and to notify you whether the refund is approved or declined. Approved refunds are always credited to the original / source method of payment — this is a legal compliance requirement, not a preference, and lets us avoid any penal consequences of misdirected payments.
| Payment method | Refund destination | Timeline (after approval) |
|---|---|---|
| Prepaid — Credit Card / Debit Card / Net Banking / UPI | Original account / card | 5–7 working days |
| Other approved refunds | Original payment source | 10–12 working days |
| Cash on Delivery (COD) | Bank account you provide (name must match the order) | 10–12 working days |
| International orders | Original payment method | Up to 40–45 days |
Timelines are subject to unforeseeable delays from bank processing and public holidays. For COD orders above ₹2,00,000, we may request additional details (such as a PAN card, a cancelled cheque or passbook details) to process the refund, and the name and address must match the information recorded at the time of order. This is required to comply with applicable law and to ensure the refund reaches the correct, original recipient.
Who Pays for Return Shipping
The answer depends on why the item is coming back:
Cancelling Your Order
We keep cancellation simple and fair — you are never locked in once you have paid.
- Before dispatch — free cancellation: You may cancel any order at no charge before it has been dispatched. Message us on WhatsApp as soon as possible so we can stop the order in time; the amount is refunded to your original payment source.
- After dispatch: Once an order has left our facility it is treated under the return conditions above — please refuse delivery or raise a return request within the 7-day window where eligible.
- Customised / made-to-order items: These are manufactured only after you review and approve the final design (CAD or any other format we provide). Once the design is approved and manufacturing begins, the making charges already incurred are non-refundable and will be deducted from any advance paid; any remaining balance is refunded in line with this policy. This deduction only covers costs genuinely incurred in producing your custom piece.
Damaged, Defective or Wrong Item Received
If your order arrives damaged, defective or is not the item you ordered, we will make it right. We replace items that are defective or damaged on receipt.
Step by step
- Do not discard the packaging. Keep the box, filler and certificate exactly as received.
- Share your unboxing video and clear photos of the issue within 7 days of delivery.
- Email support@gemsmantra.com (or WhatsApp us) with your order number and the evidence.
- We review and respond, then arrange a replacement of the same item (subject to availability) or a refund. All returned items must reach us in original condition with packaging and tags where applicable.
Replacements for a defective or damaged item must be requested within 7 days of receipt, and the same continuous unboxing-video requirement applies so we can verify the condition of the returned piece.
How to Raise a Request & Grievance Redressal
We aim to resolve every concern quickly and courteously. Reach us through any channel below — WhatsApp is the fastest.
wa.me/919217846751
New orders: +91-8115100628
Grievance Redressal (Consumer Protection Act, 2019 & E-Commerce Rules, 2020)
If you are not satisfied with how a return, refund or complaint was handled, you may escalate it to our Grievance Officer, Ms. Aashi Agarwal, at grievance@astroarunpandit.org. For general queries you can also reach our support team at support@gemsmantra.com or on WhatsApp at +91 92178 46751. We will acknowledge your complaint within 48 hours and endeavour to resolve it within 30 days, and in any case within the timelines prescribed under applicable law. Our support hours are Monday to Saturday, 10:00am–7:00pm IST.
Seller identity: This store is operated by Astro Arun Pandit Private Limited (CIN U93010UP2022PTC161029). Registered Office: Plot No. 406, Gali No. 2, Krishna Puri, Chhapeda, Kanpur, Uttar Pradesh – 208025, India. Returns are handled at our operational office: Sector 6-C, Block-C7, Ground Floor, Noida, Uttar Pradesh – 201301, India.
International Orders (Outside India)
We ship worldwide with full insurance. Because cross-border logistics and customs are involved, a few extra terms apply to international refunds.
- Refund timeline: In the event of a delivery issue with an international order, we process the refund to the original payment method within 40–45 days. This timeline applies exclusively to international orders.
- Customs, duties & taxes: We are not responsible for any customs charges, duties, GST or similar levies your country may impose — these vary case by case, are charged by the destination country and are beyond our control. See Customs, Duty & Taxes.
- Refusal or cancellation after dispatch: If an international shipment is refused or cancelled after dispatch, you are responsible for all customs duties, GST and other charges for returning the items to us. Refunds are processed only upon receipt of the returned items, less any such fees.
- Return documentation: When shipping a return to GemsMantra, you are responsible for declaring correct information — including the product's purchase price and particulars — for customs clearance. Incorrect information may result in non-fulfilment of the return due to discrepancies. You agree to cooperate fully to ensure compliance with all relevant customs laws.
Gifts
If an item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your approved return once the item is received. If the item was not marked as a gift, or the gift-giver had the order shipped to themselves to pass on to you, the refund is issued to the original gift-giver only — because refunds can only be made to the original source of payment.
Late or Missing Refunds
If your refund has been approved but you have not received it yet, please follow these steps before contacting us:
- Re-check your bank account or card statement for the transaction.
- Contact your credit/debit card company — posting a refund can take extra time on their side.
- Contact your bank, as refund processing involves several steps and can take time to reflect.
If you have completed all of the above and still have not received your refund, please contact us at support@gemsmantra.com and we will help track it down.
Frequently Asked Questions
How soon must I raise a return?
My stone might not be genuine — what do I do?
Can I cancel after ordering?
Where is my refund?
Do you pay for return shipping?
Still Have a Question?
Our team is here Monday to Saturday, 10am–7pm IST. Message us on WhatsApp for the fastest help with any return, refund or cancellation.
Chat on WhatsApp →GemsMantra by Astro Arun Pandit Private Limited — natural gemstones & original rudraksha. This Refund Policy was last updated 9 July 2026.
