Refund & Return Policy

1. The 7-Day Return Window

We offer a hassle-free 7-Day Return Policy. You can initiate a return within 7 days from the date of delivery. Any return requests raised after the 7-day window will unfortunately not be accepted.

2. Mandatory Unboxing Video

To protect against transit damage or missing items, an unaltered, continuous unboxing video is mandatory.

• The video must clearly show the sealed package before opening.
• It must capture the opening process and the final product along with its lab certificate.
• Claims for damaged or missing items will not be entertained without a valid unboxing video.

3. Eligibility for Return

For a gemstone or jewelry piece to be eligible for a refund, it must meet the following criteria:

• The gemstone must be in its original, undamaged, and unscratched condition.
• The original laboratory certificate and invoice must be returned along with the product.
• The security seal/tag must remain intact. If the tag is broken, tampered with, or removed, the return will be immediately rejected.

4. Custom Jewelry Returns

If you ordered a gemstone customized into a specific ring or pendant (Gold, Silver, or Panchdhatu):

• You will receive a 100% refund for the Gemstone's value.
• The metal cost and making charges are non-refundable, as the jewelry was custom-made specifically for your astrological requirements and ring size.

5. Return Process & Refunds

Step 1: Email us at help@atozgems.in or WhatsApp us at +91 94518 39603 with your Order ID and Unboxing Video to initiate the return.
Step 2: Once approved, we will arrange a reverse pickup (if serviceable) or you may need to securely courier it back to our Lucknow address.
Step 3: Upon receiving the item, our gemologists will inspect it. If it passes the quality check, the refund will be processed within 5-7 business days to your original payment method (or bank account for COD orders).