Return and Refund Policy
At GemsAura.shop, we value your trust and strive to provide you with authentic, high-quality gemstones, rudraksha, crystals, jewellery, and spiritual products. This policy has been designed in accordance with UAE consumer protection guidelines to ensure a transparent and fair shopping experience.
1. Eligibility for Returns & Replacement
General Returns (Required for Google Compliance)
Customers may return any unused, unopened, and undamaged product within seven (7) days of delivery for any reason, including but not limited to:
• Change of mind
• Not as expected
• Wrong size/style
• Preference-based return
• Unopened product return
Returns within the UAE are free, and we arrange the pickup through our logistics partner.
Return/Replacement for Issues
Eligible reasons for return or replacement:
• Product damaged during transit
• Incorrect product delivered
• Defective product upon receipt
Conditions:
• Must be reported within seven (7) days of delivery
• Items must be unused, unaltered, and in original packaging, with all tags, certificates, and seals intact
• Products that have been tampered with, resized, customized, worn, or altered will not be accepted
Proof Requirement (for damaged/defective items):
• Customers must provide clear videographic proof during unboxing
• Without such proof, the return/exchange request will not be processed
Exclusions:
• Requests made after 7 days of delivery
• UAE VAT (5%) and duties are non-refundable
• Return shipping is free for UAE returns; international returns are customer-paid
2. Non-Returnable & Non-Refundable Items
The following categories are not eligible for return/replacement unless damaged or incorrect on arrival:
• Customized jewellery or made-to-order items
• Bead bracelets
• Crystal trees
• Rakhi
• Products received exactly as ordered
• Sale, discounted, or clearance items
3. Refund Process
If your return request is approved, your refund will be processed and credited to your original/source method of payment within 7–14 working days in accordance with UAE banking timelines. Delays may occur due to banking cycles or public holidays.
Once your return is received and inspected by our team, we will send you an acknowledgment email confirming approval or rejection.
Important Notes:
• Refunds will only be processed to the original mode of payment
• Refunds cannot be transferred to any alternate bank account or card
For COD Orders (UAE):
• Customers may be asked to provide IBAN, account title, and Emirates ID copy if required
• Details must match the information provided at the time of order
• Incorrect or unmatched details may delay or stop the refund process
For Prepaid Orders:
Refunds are credited back to the same card/account within 7–14 working days.
Note:
Processing delays caused by banks, payment gateways, courier delays, or unforeseen issues are beyond our control.
4. Return/Replacement Process
Initiation:
Email support@gemsaura.shop
within 7 days of delivery with order ID and proof (photo/video).
Approval:
Wait for written confirmation before sending the product back.
Shipping:
• UAE returns are free and collected by us
• International returns must be shipped back by the customer
Inspection:
Quality check will be performed upon receipt.
Refund/Replacement:
Processed according to inspection results and timelines.
5. Authenticity & Quality Guarantee
• Every product sold on GemsAura.shop is lab-certified and sourced from trusted suppliers
• Each item is inspected and energized before dispatch
Disclaimer: Effectiveness of gemstones, crystals, or spiritual products is based on personal belief systems.
6. Exclusions from Refunds/Exchanges
• Change of mind after product has been used
• Minor packaging defects
• Natural variations in stones (color, size, texture)
• Natural inclusions in gemstones
• Differences due to lighting or screen resolution
7. Cancellation Policy
• Orders cannot be cancelled once placed
• COD refusals will be marked as cancellation and may restrict future orders
8. International Orders to UAE
• Duties, VAT, customs, and clearance fees are the customer’s responsibility
• If a shipment is refused or cancelled after dispatch, all return-related charges will be deducted from the refund
• Refunds are processed only after returned goods are received and inspected
9. Late or Missing Refunds
If your refund hasn’t arrived:
• First check with your bank or card issuer
• Bank processing times may vary
If still unresolved, contact support@gemsaura.shop
with transaction details.
10. Contact Information
For all refund, return, or exchange queries:
📧 Email: gemsaura.shop@gmail.com
🕒 Working Hours: Monday – Saturday, 10 AM – 7 PM (UAE Time)