Return, Exchange & Refund Policy

At Cosmic 9 Gems, every gemstone is natural and handcrafted, and we want you to buy with complete confidence. This policy explains exactly when you can return, exchange, or get a refund, how long it takes, and what to expect — written in plain language and in line with the Consumer Protection Act, 2019.

Policy at a Glance

• 7 days, no questions asked Full refund or exchange on loose gemstones, for any reason.
• Lifetime return option After 7 days, return precious gemstones anytime for 50% refund or 70% store credit.
• 100% proven-synthetic guarantee If a government-recognised gem lab proves your stone is artificial, you get a full refund — no time limit, no questions.
• Unboxing video required A continuous, unedited unboxing video is mandatory for any damage, wrong-item, or condition-related claim.
• Refund to original source only As required by law, refunds go back to your original payment method.
• Cancel free before dispatch No charge if you cancel before your order ships.

1. Loose Gemstones

1.1 First 7 days — 100% refund, no questions asked

Within 7 days of delivery, you may return any loose gemstone for any reason — whether you simply don't like it or it didn't meet expectations. You'll receive:

• A full refund, or
• An exchange for another gemstone of equal value

1.2 After 7 days — Lifetime Return Policy

Even after the 7-day window closes, you're never stuck. You may return an eligible gemstone at any time for:

• 50% refund of the purchase price, or
• 70% store credit for a future order

Eligible for the Lifetime Return Policy: precious gemstones only — Ruby, Emerald, Diamond, and Sapphire. Semi-precious gemstones are covered only under the 7-day window above and are not eligible for the lifetime option.

2. The 100% Proven-Synthetic Guarantee

We stand fully behind the authenticity of what we sell. If you ever doubt a gemstone's genuineness, get it independently tested at a government-recognised or ISO-certified gemological lab. If that lab confirms the stone is synthetic or artificial, you are entitled to a 100% refund, return, or exchange — your choice — regardless of how much time has passed.

Every Cosmic 9 Gems order ships with a verifiable authenticity certificate.

3. Custom & Made-to-Order Jewelry

Because gemstones set into custom jewelry are made specifically to your design and specification, they follow different terms.

3.1 Studded gemstones

Once a gemstone is set into jewelry, it cannot be returned or exchanged as a standalone stone.

• Precious gemstones (Ruby, Emerald, Diamond, Sapphire) set in jewelry still qualify under the Lifetime Return Policy — the piece can be returned for 50% refund or 70% store credit of the stone's value.
• Semi-precious gemstones set into jewelry are not eligible for return, exchange, or lifetime return under any circumstance.

3.2 Refund basis for custom jewelry

Refunds on custom jewelry are calculated on the metal value, after deducting:

Gold jewelry:

• Making charges
• Wastage
• Hallmarking charges
• GST
• Service charges

Other metals:

• 50% of the metal value is deducted; the remainder is refunded

Certification: If a paid certification was included, its cost is also deducted.

3.3 Cancelling a custom order

Custom pieces are manufactured only after you approve the final design. Once manufacturing begins, making charges already incurred are non-refundable and will be deducted from your advance; any remaining balance is refunded per this policy.

4. Conditions That Apply to Every Return

4.1 Timeframe & condition

• Requests must be made within the applicable window (7 days for standard returns; no time limit for the proven-synthetic guarantee).
• The item must be in its original, unused, undamaged, unaltered condition, with original packaging.

4.2 Unboxing video (mandatory)

For any claim involving damage, an incorrect item, or product condition, you must provide a continuous, unedited unboxing video showing the sealed package, shipping label, and the product being removed. Without this video, we are unable to process the claim.

Tip: film in one unbroken take from the moment the sealed package arrives.

4.3 Documentation required

• Original invoice or a copy
• Original packaging
• Product documentation
• Lab certifications
• Any free gifts received

4.4 Approval

All return, exchange, and refund requests are subject to inspection and approval by Cosmic 9 Gems.

5. Items Not Eligible for Return (unless damaged, incorrect, or proven synthetic)

• Customised or made-to-order jewelry manufactured to your design/size
• Bead bracelets and malas
• Crystal trees and similar fragile decorative pieces
• Gift cards
• Sale or discounted items
• Products delivered exactly as ordered

Note: even for these categories, if the item arrives damaged, incorrect, or is proven synthetic, the protections in Sections 1 and 2 still apply in full.

Not valid reasons for return

• Simply changing your mind after the return window has closed (for non-eligible categories)
• Minor packaging issues that don't affect quality or function
• Small colour or size variation from what was seen on screen — natural stones vary, and screen/lighting differences are normal

6. Charges That Are Never Refunded

• Shipping charges
• GST, duties, and payment gateway charges
• COD charges (typically ₹100–₹300)
• Additional lab certificates ordered separately, beyond the free certification

7. Refund Methods & Timelines

Refunds are always issued to your original payment method — this is a legal requirement, not a preference.

Payment method	Refund destination	Timeline (after approval)
Prepaid — card / UPI / net banking	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 order)	10–12 working days

Timelines may be affected by bank processing or public holidays; this does not limit any right you have under the Consumer Protection Act, 2019.

8. Who Pays for Return Shipping

• Our error (damaged or incorrect item): we assist with the return at no cost to you.
• Standard/lifetime returns and exchanges: return shipping is at your cost and is non-refundable; courier charges and any GST/duties already paid cannot be claimed back.
• Approved items should be returned to our operational returns address (see Contact Us).

9. Cancelling Your Order

• Before dispatch: cancel free of charge anytime — just message us and we'll refund your original payment method.
• After dispatch: treated as a standard return under this policy; you may also refuse delivery.
• Custom orders: see Section 3.3.

10. Damaged, Defective, or Wrong Item Received

• Keep all original packaging, filler, and certificates — do not discard them.
• Record your unboxing video and take clear photos of the issue within the return window.
• Contact us with your order number and evidence.
• We'll arrange a replacement (subject to availability) or a refund.

11. Export / International Orders

Cosmic 9 Gems does not accept returns, exchanges, or refunds for items shipped outside India, under any circumstances.

12. Frequently Asked Questions

When does my return window start? The 7-day period begins the day you receive your product, as verified by courier records.

I bought 2–3 loose gemstones and only like one. Can I return the rest? Yes — under the no-questions-asked policy, you can return the others for a full refund within 7 days.

What if I've had my gemstone for over a year and want to return it? If it's a precious gemstone (Ruby, Emerald, Diamond, Sapphire), you can return it anytime under the Lifetime Return Policy for 50% refund or 70% store credit.

My stone might not be genuine — what do I do? Get it tested at a government-recognised or ISO-certified lab. If proven synthetic, you're entitled to a 100% refund, return, or exchange.

Can I return a gemstone that's been set into a ring? Only if it's a precious gemstone — it remains eligible under the Lifetime Return Policy. Semi-precious stones set into jewelry cannot be returned once studded.

What if I received a damaged or defective item? Contact us within 48 hours with your unboxing video and photos, and we'll arrange a replacement or refund.

Do you pay for return shipping? Only if the mistake was ours (damaged/incorrect item). Otherwise, return shipping is at your cost.

13. Grievance Redressal

If you're not satisfied with how a return, refund, or complaint was handled, you may escalate it to our Grievance Officer at Grievance email to be confirmed. We will acknowledge your complaint within 48 hours and aim to resolve it within 30 days, in line with the Consumer Protection Act, 2019 and E-Commerce Rules, 2020.

Support hours: Monday–Saturday, 10:00 AM–7:00 PM IST
WhatsApp: Number to be confirmed
Email: Support email to be confirmed

Nothing in this policy limits or waives any right available to you as a consumer under the Consumer Protection Act, 2019 or other applicable Indian law. Where a term in this policy is more favourable to you than the statutory minimum, the more favourable term applies.

Cosmic 9 Gems is committed to natural, authentic gemstones and transparent, fair dealing at every step.