Refund & Return Policy for Natural Gemstones | Gemttorae

Refund & Return Policy for Natural Gemstones | Gemttorae

At Vitalis Gemttorae Pvt. Ltd. ("Gemttorae," "we," "our," or "us"), we are committed to providing high-quality natural gemstones, certified gemstones, precious gemstones, and semi precious gemstones with secure packaging and reliable service. As every gemstone is unique and carefully selected, we maintain the following Refund & Return Policy.

Return Eligibility

Returns or refunds will only be accepted under the following circumstances:

  • You receive a gemstone that was damaged during transit.

  • You receive the wrong product that does not match your order.

Returns or refunds will not be accepted for reasons including, but not limited to:

  • Change of mind.

  • Personal preference after receiving the gemstone.

  • Natural variations in colour, inclusions, transparency, texture, shape, weight, or appearance.

  • Astrology, healing, or personal expectations.

  • Incorrect size, weight, or specifications selected by the customer.

Mandatory Unboxing Video

To process any return or refund request, you must provide a continuous, unedited unboxing video showing:

  • The sealed shipping package before opening.

  • The shipping label clearly visible.

  • The package being opened.

  • The gemstone and all contents inside the parcel.

The video must begin before the package seal is broken and continue without interruption until all contents have been removed.

Claims submitted without a complete, unedited unboxing video may not be eligible for review.

Supporting Photographs

Customers must also provide:

  • Clear photographs of the gemstone.

  • Clear photographs of the packaging.

  • Clear photographs showing any visible damage, where applicable.

Pre-Dispatch Verification

To help customers make informed purchasing decisions, we can provide additional photographs or videos of the selected gemstone before dispatch, whenever available.

Customers purchasing gemstones for astrology are encouraged to request these images or videos before shipment to ensure they are satisfied with their selection.

Once an order has been shipped, the customer is considered to have accepted the selected gemstone.

Reporting an Issue

Any issue must be reported within 24 hours of delivery by contacting our customer support with:

  • Order Number

  • Unboxing Video

  • Required Photographs

  • Description of the issue

Claims reported after 24 hours of delivery may not be eligible for review.

Inspection & Approval

Once the returned product is received, our quality inspection team will review the claim.

If the claim is approved, we may:

  • Replace the product with the correct item, or

  • Issue a refund to the original payment method.

If the inspection finds no packing, shipping, or fulfilment error, the return or refund request may be declined.

Important Notice

Natural gemstones are unique creations of nature. Minor variations in colour, inclusions, transparency, texture, shape, weight, and appearance are normal characteristics and should not be considered defects.

Customers are encouraged to read the complete product description, including any treatment or certification information, before placing an order.

Contact Us

If you have any questions regarding this Refund & Return Policy, please contact:

Vitalis Gemttorae Pvt. Ltd.

Email: vitalisgemttorae@gmail.com

You may also contact us through the customer support channels available on our website.

Customer Acknowledgement

By placing an order with Vitalis Gemttorae Pvt. Ltd., you acknowledge that you have read, understood, and agreed to this Refund & Return Policy.