Last Updated: 2025/01/19
At SPHENE GEM & JEWELRY PVT LTD, customer satisfaction is our top priority. We aim to ensure that our products meet your expectations. Please read our Refund and Returns Policy carefully to understand your rights and options regarding purchases made on our website.
1. Eligibility for Returns
We accept returns under the following conditions:
- The product must be unused and in its original condition, including packaging, certificates, and any accompanying items.
- The return request must be initiated within 7 days of receiving the product.
- Custom-made or personalized items (e.g., engraved gemstones) are non-returnable unless damaged or defective upon arrival.
2. Non-Returnable Items
The following items are not eligible for return:
- Items purchased during promotional sales or with discount codes.
- Damaged items due to improper use or negligence by the customer.
3. Return Process
To initiate a return:
- Contact Us: Email our support team at sphenegemlk@gmail.com or call (+94) 77 775 8828Â with your order number and reason for return.
- Approval: Once your request is reviewed and approved, we will provide return instructions.
- Shipping: The customer is responsible for return shipping costs unless the product is defective or incorrect.
4. Refunds
Refunds are issued once the returned product is inspected and approved. Refunds will be processed to the original payment method within 10-15 business days of return approval.
- Full Refunds: Provided for defective, damaged, or incorrect items.
- Partial Refunds: May be offered if the product shows signs of use or missing components.
5. Exchanges
We do not offer direct exchanges. If you wish to exchange an item, please return it and place a new order.
6. Damaged or Defective Products
If your item arrives damaged or defective:
- Contact us within 48 hours of delivery with a photo and description of the issue.
- We will arrange a replacement or refund at no additional cost.
7. International Orders
For international customers, the return process and costs may vary. Contact us for assistance. Please note that we are not responsible for customs fees or duties.
8. Cancellations
Orders can only be canceled within 24 hours of purchase. Once the order is processed, cancellation is not possible.
9. Contact Information
For any questions or concerns regarding our Refund and Returns Policy, please contact us:
SPHENE GEM & JEWELRY PVT LTD
