This Returns & Refunds Policy outlines the terms and conditions for returns and refunds for services and physical products purchased from GemIQ ("we," "us," or "our"). This policy is a binding part of our primary Terms of Service , and by making a purchase, you agree to adhere to the stipulations outlined below. Our goal is to provide a clear and fair process for all our customers.
This Policy shall apply to GemIQ, Picup Media, GemHub and any other related company, or brand, services, products, and platforms managed by us.
1. Policy for Digital Services (e.g., Photo Retouching)
All payments made to GemIQ for digital services, such as jewelry photo retouching orders, are strictly non-refundable. The only exception is in the specific case where GemIQ has made a billing error due to a miscalculation, in which case a correction will be issued.
2. Return and Refund Policy for Physical Products
2.1. Eligibility for a Return and Refund
We accept returns for physical products under the following strict conditions:
The product must be in its original, unopened, and factory-sealed condition. Physical products are not intended for trial or testing purposes.
The return must be initiated and the product received by us within 30 calendar days of the original delivery date.
Items must pass a mandatory inspection at our offsite facility to verify their condition.
2.2. Ineligible Items
The following are not eligible for a return or refund under this policy:
Any product that has been opened, used, or is not in its original sealed packaging.
Products returned after the 30-day window has expired.