Refund and Returns Policy

1.1 Overview

At Gemfinity International, we are committed to your satisfaction. However, given the high-value and delicate nature of certified natural gemstones, our return and refund policy contains strict conditions designed to protect both the buyer and the integrity of our products. Please read this policy carefully before placing your order.

1.2 Return Window

Domestic Buyers (within Pakistan)

You have 7 days from the date of confirmed delivery to initiate a return. After 7 days, no returns or refunds will be accepted under any circumstances.

International Buyers

You have 14 days from the date of confirmed delivery to initiate a return, to account for international transit times. After 14 days, no returns or refunds will be accepted under any circumstances.

1.3 Condition of Returned Items

To be eligible for a return, the item must be in the exact original condition in which it was received, with all original packaging, documentation, and any laboratory certificate that accompanied the order. Items that do not meet these requirements will be rejected. See Section 1.7 for the full list of non-returnable conditions.

We strongly advise: DO NOT set your gemstone until you are fully certain you intend

to keep it. Once a gemstone has been set, the sale is FINAL and no return will be accepted.

1.4 Return Authorization (RA) Number — MANDATORY

Before returning any item, you MUST contact us to obtain a Return Authorization (RA) Number.

Email us at info@gemfinityinternational.com (CC: gemfinityinternational.au@gmail.com) with your order number and reason for return
We will review your request and issue an RA Number within 2 business days if eligible
Write the RA Number clearly on the outside of the return package
Ship the item only after receiving your RA Number

IMPORTANT: Any return shipment received WITHOUT a valid RA Number will be REFUSED

and returned to sender at the sender’s expense. No exceptions will be made.

1.5 Shipping Costs for Returns

The following are the buyer’s responsibility in all cases:

Original outward shipping charges — non-refundable
All return shipping costs — borne entirely by the buyer
All applicable customs duties, import taxes, and fees on the return shipment
Any charges arising from shipments refused at delivery

Gemfinity International is NOT liable for any items lost or damaged during return transit. We strongly recommend using an insured, fully trackable courier (FedEx, DHL, or Aramex) for returns. No refund will be issued for any item that does not arrive or arrives damaged during return transit.

1.6 Refund Processing

Once we receive your returned item, we will inspect it within 2–3 business days. If it meets all conditions:

Refund will be processed to your original payment method within 5–7 business days of inspection
Original shipping charges and any certification fees already incurred are non-refundable

1.7 Non-Returnable Items

The following are not eligible for return or refund under any circumstances:

Condition-Based Rejections

No gemstone will be accepted for return or refund if it has been:

Set in jewellery or any mounting
Scratched or shows any surface marks not present at delivery
Polished or re-cut in any way
Chipped or cracked
Fractured (internally or externally)
Altered in weight (carats) in any way
Treated, heated, or chemically altered after the sale
Showing any sign of use, wear, or handling beyond initial inspection

Category-Based Exclusions

The following categories are also non-returnable regardless of condition:

Custom or special orders made to the buyer’s specification
Items returned beyond the stated return window (7 days domestic / 14 days international)
Clearance or final-sale items (clearly marked as such on the listing)

WARNING: Any item returned that falls under any of the above categories will be

refused and returned to sender at the sender’s cost. No exceptions.

1.8 Damage Claims — Transit Damage Procedure

Gemfinity International takes every precaution to pack and dispatch gemstones safely, and records a dispatch video for every order documenting the stone’s condition at the time of handover to the courier (see Shipping Policy Section 2.2). In the event that you believe your order has arrived damaged, the following procedure applies:

Mandatory Unboxing Video Requirement

IMPORTANT — UNBOXING VIDEO IS MANDATORY FOR ALL DAMAGE CLAIMS:

For any claim of damage in transit, the buyer MUST provide an unboxing video

recorded at the time of first opening the package, showing:

1. The sealed, unopened package as received from the courier

2. The package being opened in full view of the camera

3. The condition of the stone upon first removal from the packaging

Damage claims submitted WITHOUT an unboxing video will NOT be considered under any circumstances, as Gemfinity International cannot verify the condition of the item at the time of delivery without this evidence. This requirement exists to protect both the buyer and Gemfinity International and ensures full transparency for all parties.

How to Submit a Damage Claim

Record your unboxing video at the time of first opening the package — do not open it without recording
Email info@gemfinityinternational.com (CC: gemfinityinternational.au@gmail.com) within 48 hours of delivery
Include your order number, the unboxing video, and clear photographs of the damage
We will compare your unboxing video against our dispatch video to assess the claim
If damage is confirmed to have occurred in transit, we will file a claim with the courier’s insurance on your behalf
We will give you an RA Number which you must write in bold on the return package

Courier Insurance & Liability

All international shipments are fully insured up to the declared value of the order. If transit damage is confirmed through video evidence, the claim is directed against the courier’s insurance — protecting both the buyer and Gemfinity International. This is why full insurance and accurate value declaration on the waybill is standard practice for all our shipments.

Please note: Gemfinity International is not liable for damage that cannot be verified as having occurred during transit. Our dispatch video establishes the condition of the stone at our end; your unboxing video establishes its condition at your end. Together, these create a complete, transparent chain of evidence.