Exchange & Cancellation Policy

The Gem Home: Exchange & Cancellation Policy

At The Gem Home, we take pride in offering carefully crafted, natural crystal products that reflect exceptional quality and uniqueness. Each piece is one of a kind. Please review our policy below before requesting an exchange or cancellation:

Exchange Policy

1. Non-Returnable Items: Due to the natural and delicate nature of crystals, all crystal products are non-returnable. We only offer exchanges under specific conditions outlined below.

2. Exchange Window: You may request an exchange within 24 hours of delivery. After 24 hours, we are unable to offer an exchange due to the fragile nature of our products.

3. Conditions for Exchange: To qualify for an exchange:

  • Items must be unused, in their original packaging, and include all accompanying materials.

  • Photographic or video evidence is required to process your exchange request.

4. Incorrect or Defective Items: If you receive an incorrect or defective product, please notify us within 24 hours of delivery by contacting sales@thegemhome.com.

  • We will arrange a pick-up and exchange at no additional cost.

5. Size-Related Exchanges: If you wish to exchange an item due to size preference, and the correct size was originally provided:

  • We will facilitate the exchange, but return shipping costs will apply based on your location.

  • The item must be received and inspected to confirm it is in original condition before processing the exchange.

To avoid sizing issues, please review our size chart carefully before making a purchase.

6. If the exchange is approved, the replacement product will be delivered within 15 days.

Exclusions – No Returns or Exchanges for:

  • Personal Dislike: If you simply do not like the product.

  • Minor Imperfections: Natural inclusions or minor packaging issues that do not affect product quality.

  • Color & Size Variations: Slight differences in color or size due to the natural variation of crystals.

Cancellation Policy

Once an order is placed, cancellations are not allowed.

Refund Policy

Refunds are only provided if our team approves the request.

If approved, the refund will be credited to the original payment method within 5 days.

If the refund is approved, the following deductions will apply: 

  • 4% transaction fee

  • Any applicable shipping charges (for both forward and return)

  • 5% making/energizing fee

How to Request an Exchange:

  1. Log in to your profile on our website.

  2. Go to "My Orders" and select the order you want to exchange.

  3. Click on "Return" next to the order.

  4. Select the reason for the exchange and upload photos along with a description of the issue.

  5. Submit your request and wait for approval from our team.

  6. Once approved, you will receive further instructions on the return pickup or exchange process.

Contact Us

For any questions regarding exchanges or cancellations, please reach out to us at sales@thegemhome.com. We’re here to assist you!