Delivery & Returns
Hassle-free Domestic & International delivery and return policy
Delivery & Shipping
At Nine Gems, every order is handled with care, precision, and responsibility. We deal in natural gemstones and gemstone jewelry, and we understand that every purchase is valuable - both financially and personally. That is why we focus on secure packaging, insured shipping, clear communication, and fair resolution in case of genuine order issues. This policy explains how we dispatch orders within India and worldwide, what customers can expect during delivery, and how refunds or returns are handled.
Domestic Shipping (India)
Shipping Time: Gemstones purchased online are generally dispatched within 1–2 working days after receipt of payment. In case of jewelry orders, dispatch may depend on the committed delivery timeline or due date shared at the time of order.
Insurance, safety & tracking: All domestic orders are packed with extra care and shipped through secured and trusted logistics partners. Shipping charges may include handling, packaging, and insurance, wherever applicable. Once your order is shipped, tracking details will be shared so you can monitor the delivery status of your package.
Unfulfilled Orders: If an order cannot be fulfilled due to product unavailability or any unforeseen circumstance, the customer will be informed accordingly. In such cases, any eligible refund will generally be processed within 7 working days.
Shipping Partners
International Shipping (Worldwide)
Shipping Time: International orders are generally dispatched within 2 - 3 working days after receipt of payment.
For jewelry orders, dispatch may depend on the production timeline or due date confirmed at the time of order.
For jewelry orders, dispatch may depend on the production timeline or due date confirmed at the time of order.
Please note: International shipments may sometimes require additional time due to export documentation, customs procedures, destination-country regulations, and carrier transit schedules.
Insurance, safety & tracking: All international orders are packed securely with extra care and shipped through trusted logistics partners. Where applicable, shipping charges may include handling, insurance, and packaging. Tracking details will be shared once the order is dispatched.
Export Charges: All export consignments sent via India Post (EMS) require Export Appraisal & Valuation Report before exporting from India as per the law of the Government of India. Therefore a fixed Export Appraisal & Documentation fee of INR 3,100 (Approximately US$ 45-50) is charged on all shipments outside India. This fee is often included in our shipping fee.
Customs Duty & Import Charges: Any customs duty, import tax, local VAT/GST, clearance fee, or any other similar charge imposed by the destination country shall be borne by the customer. These charges are generally not included in the shipping amount collected by Nine Gems, unless the order specifically states delivery terms as DDP - Delivered Duty Paid.
Merchandise Returns
At Nine Gems, our motto is 100% customer satisfaction. As part of this commitment, we offer a money-back guarantee on all products purchased online. Our product photographs are kept natural, with minimal Photoshop effects used only to enhance the pictures, and we sell only 100% natural and certified gemstones. Our dealings are transparent, and we strive to provide every minute detail about the gemstone before you make a purchase.
Still not satisfied with the product after you receive it? No problem.
For any reason whatsoever, returning our gemstones is simple. Just follow the steps below and ship the product back to us:
For any reason whatsoever, returning our gemstones is simple. Just follow the steps below and ship the product back to us:
Return Process
1. Return Approval Request: Get in touch with our team to receive a Return Approval. Our team will guide you through the process there-on.
2. Package Contents: All products must be packed in the original product packaging along with the gemstone certificates, buy-back certificate and a copy of the sales invoice.
3. Pack securely & Ship: All returned items must be securely packed in a safe damage-proof container with appropriate cushioning, insured, and shipped with the required documentation through a recognized postal or courier services.
Note: As return shipments generally cannot be booked from our end, we are usually unable to provide a return pickup facility. However, in cases where our team agrees to arrange a return pickup from your location, the applicable shipping charges shall still be borne by the customer.
Returns should be addressed and shipped to:
Nine Gems ®
Kimberlite Facets Private Limited
No. 49, Chick Bazaar Road
Tasker Town, Bangalore, Karnataka, India
Ph: +91 (80) 41714776 / 41247237
Nine Gems ®
Kimberlite Facets Private Limited
No. 49, Chick Bazaar Road
Tasker Town, Bangalore, Karnataka, India
Ph: +91 (80) 41714776 / 41247237
• Nine Gems cannot be held responsible for returned merchandise if any of the procedures listed above are not followed.
For any further assistance or queries, contact us on +91 9008 997 997 or email us at support@9gems.in.
• International Shipment Returns: Returns for international shipments may involve additional complexities relating to customs clearance at both origin and destination ports, shipping arrangements, insurance, and cross-border payment transfers. Customers are requested to get in touch with our team before initiating an international return. Based on factors such as the arrival and destination ports, shipment value, applicable customs regulations, and logistics feasibility, we may review the case and suggest a suitable return solution where possible.
Terms
• 7 Day Return: A return approval request must be raised within 7 days from the date of invoice. The approved return item should be delivered to our location within 14 days from the invoice date. No returns will be allowed, and all sales shall be treated as final after the 7-day return period. Any product returned after this period will be covered under our Gemstone Buy-Back Policy. Please refer to our Buy-Back Policy for details.
• Loose Gemstones: For eligible loose gemstones, either 100% of the invoice value will be offered as Store Credit, which may be fully redeemed toward the purchase of any other product, or 95% of the invoice value will be refunded in case of Money-Back. A nominal 5% re-stocking fee on the invoice value will be deducted in case of money-back.
• Bespoke Jewelry: For custom jewelry orders, 100% Store Credit or 95% refund will be applicable only on the gemstone value. For the jewelry value, only the metal value of Gold, Silver, or Platinum will be considered, after deducting making charges and other manufacturing charges.
Note: Jewelry made using customized Pearl and Coral stones is not covered under this Return Policy, as these organic gemstones cannot be safely removed from the jewelry.
• Condition of product for Return: Item(s) must be returned in their original, unused condition. All gemstones dispatched by Nine Gems are sealed with a Nine Gems hologram, and this packaging must not be tampered with or opened. If the seal is opened, the item will only be covered under the Gemstone Buy-Back Policy. All products must be returned in their original condition and packaging. No return will be accepted if the packaging has been tampered with, or if the product is damaged or scratched. Returns will be accepted only if accompanied by the original gemstone certificate, buy-back certificate, and a copy of the sales invoice.
• Damage Exclusion: Damages caused due to neglect, improper usage, mishandling, or regular wear and tear are not covered under our Returns & Replacement Policy.
• Inspection & Processing: Credit for the returned merchandise will be processed within 7–15 days after the product is received and inspected by our sales team for any damage.
• Non-Refundable Charges: Shipping charges, VAT, customs duties, taxes, and similar levies are non-refundable.
• Return Shipping: Return shipment charges shall be borne by the customer. Nine Gems is not responsible for returned shipments that are lost or damaged in transit.
• Additional Services & Accessories: Any additional lab certificate, paid services, or accessories ordered separately apart from the complimentary inclusions with the gemstone shall not be refunded as part of the return payment.