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.
Statutory rights: Our 7-day commercial return policy does not limit any applicable statutory cancellation, refund or other consumer rights. Where applicable law provides different rights, those rights take precedence.
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 defective on receipt, or
- You received an incorrect product (different from what you ordered, or different in weight or size from its GemsMantra report), or
- The gemstone is proven synthetic or artificial, or is the wrong stone or has the wrong mukhi count for its GemsMantra Authenticity Report — covered by the guarantee below, which has no time limit.
Conditions for damaged, defective or incorrect items (guarantee claims follow the claim conditions in the guarantee section below):
- Timeframe: Requests for damaged, defective or incorrect items must be made within seven (07) days of delivery.
- Original condition: The item must be returned in the condition you received it (not worn, used or altered beyond what was needed to open and inspect it or to discover the defect), with its original certification and packaging. Any tampering with the product or its certification is sufficient cause for us to deny the request.
- Free gifts: Any free gift supplied with the item must be returned too; if it is not, its listed price at the time of purchase is deducted from the refund.
- Unboxing video (mandatory): Due to the nature of the products, for any claim that an item arrived damaged, incorrect or missing, or had a defect visible on opening, the Company requires a continuous, unedited videographic proof of unboxing, starting before the sealed package is opened. Without it, the Company is unable to process such a claim and no further action will be taken. For a defect that could only be found after opening, send your unboxing video if you have one and clear photos of the defect; we decide the claim after inspecting the item.
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. The 7-day window applies to commercial return requests. It does not limit applicable statutory rights or the separate authenticity guarantee stated on our Certification & Guarantee page.
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-recognised or ISO-certified gemological laboratory. If any gemstone is proven to be synthetic or artificial by such a laboratory, or a product is not what its GemsMantra Authenticity Report says it is (the wrong stone or the wrong mukhi count), you are entitled to a 100% refund of the amount paid for it (including GST), a return or an exchange — whichever you deem fit. There is no time limit on this guarantee.
How a guarantee claim works
- Send us the laboratory report with your order number and GemsMantra report number. A Government-recognised or ISO-certified laboratory means a Government-run gem-testing laboratory or a laboratory accredited to ISO/IEC 17025 for gemstone testing; an ISO 9001 certificate or a business registration alone does not qualify.
- Claims are made by the original buyer, or with the buyer's consent, and refunds are paid to the original buyer (or as gift credit under Gifts below).
- Return the stone or rudraksha with its GemsMantra report and any jewellery we supplied it in. A refund or exchange is made only after we receive and examine it. If it has been set in jewellery we did not supply, we may remove it from that setting to examine it, and we are not responsible for that setting.
- It must be the one we supplied: we confirm this against its report and our dispatch records (weight, shape, measurements, photographs and identifying features). It must not have been re-cut, re-polished, carved, re-drilled, filled, treated or otherwise altered after delivery.
- Differences between laboratories in grading opinion (such as colour, clarity or cut), estimated origin or carat-to-ratti conversion are not proof that a stone is synthetic and do not by themselves mean it does not match its report. Weights are compared in carats, allowing up to 0.02 carat difference between scales; a larger difference in weight or size is an incorrect-item claim under the 7-day window.
- If our examination does not agree with your laboratory's finding, the item is re-tested by an independent laboratory we both agree on that meets the definition above, and that result decides the claim.
- If you choose an exchange, the full amount you paid is credited towards the new item at its current price, and you pay any difference.
- Once the item reaches us and the claim is confirmed, we reimburse the return courier and its insurance charge (against the courier receipt, up to the cost of a standard insured, trackable service) and nothing is deducted from your refund. We do not refund an amount already returned to you through a chargeback or payment dispute.
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, defective or incorrect, or are covered by the authenticity guarantee. 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, defective, incorrect or covered by the guarantee) | Why |
|---|---|
| Customised / made-to-order & engraved jewellery | Manufactured to your approved design and fitting size; cannot be resold. |
| Energised (abhimantrit) items | A pooja performed in your name can't be undone. |
| 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, defective or incorrect, or is covered by the authenticity guarantee, 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.
- Natural characteristics: natural inclusions (including internal fissures), colour zoning or other natural characteristics consistent with the item's report and product description are not defects.
- Damage after delivery: for example by wear, impact, cleaning or setting.
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
We reply to a return request normally within 3 working days. Once your return reaches us, we inspect it and, normally within 7 working days, email you to confirm receipt and to notify you whether the refund is approved or declined. Refunds are for the amount actually paid for the returned item, after any discount. Approved prepaid refunds are credited to the original payment method. For Cash on Delivery (COD) orders, refunds go to the bank account you provide, with the name matching the order, as shown below.
| 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 high-value refunds, 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. These details help us verify the order and the intended refund 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 (or email support@gemsmantra.com) as soon as possible so we can stop the order in time; the refund follows the payment-method guidance in this policy.
- After dispatch: Free cancellation is no longer available. Refuse delivery only if the parcel is visibly damaged or tampered with; otherwise raise a return request within the 7-day window where eligible. If a correct, undamaged parcel is refused, the order is cancelled: nothing is payable on a Cash on Delivery order, and a prepaid order is refunded once the parcel is back with us (for international orders, see International Orders below). If Cash on Delivery parcels are refused without a valid reason, we may decline Cash on Delivery on future orders.
- Energised items: Once the energisation pooja has been performed, the energisation charge for that item is non-refundable; the rest is refunded.
- 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
- Parcel visibly damaged or tampered with? Refuse it and contact us straight away (see our Shipping Policy). If you accept it, film the unboxing as described above.
- Shown as delivered but not received? Tell us within 7 days of the delivery date shown. We investigate with the courier and reship or refund, unless the courier's proof of delivery (for example OTP, signature or photo) shows it was delivered to you or at your address.
- 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. We offer a replacement of the same item; if it is not available, or you would rather have your money back, we 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 delivery, and the unboxing-video requirement described above applies (for a defect that could only be found after opening, send clear photos and we decide after inspecting the item).
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: A-1, Block A, Sector 3, Noida (near Sector 16 Metro Station), 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 amount paid for it once your approved return is received; if the original buyer asks, we refund the buyer instead. Only one refund or credit is given per item. 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 using the applicable payment-method guidance in this policy.
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 19 September 2026.
