At Gems by Ems, we are dedicated to providing high-quality products and ensuring your satisfaction. However, due to the nature of our business, all sales are considered final. Please review our Refunds and Exchanges policy carefully before making a purchase to fully understand your options.
​
All items purchased from Gems by Ems are final sale. We do not offer refunds, returns, or exchanges for any reason, except in the rare case of an item arriving damaged or defective. Once an order is placed and confirmed, it cannot be modified, canceled, or exchanged. We encourage customers to review their order details thoroughly before completing the checkout process, as all sales are final.
​
If you receive an item that is damaged or defective upon arrival, we are here to help. You must notify us within 3 days of receiving the item. To initiate an exchange for a damaged or defective item, please email us with the following details: a clear image of the damaged or defective item(s), your order number, your full name, and your phone number. Once we receive your email, we will review your claim and respond within 72 hours to assist you with the next steps. If the item is eligible for an exchange, it must be returned in its original, unused condition, along with any original packaging. You are responsible for paying the return shipping costs, and Gems by Ems does not refund shipping fees in any situation.
​
All customers are responsible for covering shipping fees, including the cost of returning an item for an exchange (in the case of a damaged or defective item). Shipping costs are non-refundable, even if the item is returned, refused, or undeliverable. It is important to ensure that your shipping address is correct and complete when placing your order. Gems by Ems is not responsible for any delays, lost packages, or additional shipping fees due to an incorrect or incomplete address provided by the customer. If a package is returned to us due to an incorrect address, the customer will be required to cover the cost of reshipping the item to the correct address.
​
By purchasing from Gems by Ems, you acknowledge and agree to the terms of this Refunds and Exchanges policy. If you have any questions or require further clarification, please feel free to contact our customer support team. We are here to assist you in any way we can.