Refund policy

Return Policy

At Gem Club, we want you to feel complete confidence in the natural fire, gemstone craftsmanship, and comfortable fit of our jewelry. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Because natural opals, sapphires, and sterling silver or gold vermeil shanks are delicate materials susceptible to ring-band desk scratches, chemical dulling, and stone impact chips during daily wear, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Gemstone Jewelry Condition

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following condition criteria:

  • The gemstone ring, pendant, chain, or bracelet must be completely unworn for daily use, unresized, unexposed to water or chemicals, and in its original, brand-new condition.
  • Clean Indoor Try-On & Security Tag Notice: Rings and pendants may be gently tried on indoors over a soft surface in clean, dry hands to confirm sizing. We strictly cannot accept pieces where attached security hangtags have been removed or cut, nor jewelry worn outdoors, while washing hands, or during daily activities (wearing rings leaves immediate hairline palm-side shank scratches, while soaps, lotions, and ultrasonic cleaners can damage natural opals and gold vermeil plating).
  • Gemstones and bezel settings must show zero chips, surface abrasions, or tool marks.
  • EAR-PIERCING HYGIENE RESTRICTION: In compliance with Australian public health standards, pierced gemstone stud or drop earrings cannot be returned for change of mind due to hygiene regulations once packaging seals have been broken.
  • All original packaging—including velvet presentation boxes, anti-tarnish pouches, microfiber polishing cloths, security tags (attached), and gemstone origin cards—must remain 100% complete and undamaged inside the return parcel.
  • Custom-engraved signet rings, bespoke ring resizings, or clearance items are strictly ineligible for change-of-mind returns.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Because natural gemstone jewelry is high-value and fragile, we require customers to return parcels inside rigid presentation boxes via a trackable, signature-on-delivery courier service with full transit insurance, as Gem Club cannot guarantee receipt or refund uninsured parcels lost or damaged in return transit.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@gemclub.shop within 30 days of delivery. Please include your order number, jewelry SKU/ring size, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized repacking instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a ring size, chain length, or delivery address), contact us immediately at support@gemclub.shop.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated vault facility, our gemological quality control inspectors will examine the piece under 10x loupe magnification (verifying intact security tags, scratch-free sterling silver or gold vermeil shanks, unchipped natural gemstones, and complete presentation boxes). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@gemclub.shop for further assistance.