Return and Refund Policy

Return and Refund Policy

At NewGem, we strive to ensure that you are completely satisfied with your purchase. However, if you are not entirely happy with your order, we offer a hassle-free return and refund process under the following conditions:

Eligibility for Returns and Refunds

1. Damaged Products:
   • If the product you received is damaged, you are eligible for a return or refund.
   • You must provide a video of the unboxing process clearly showing the damage within 7 days of receiving the order.
2. Unused Condition:
   • The product must be unused, in its original condition, and with all tags and packaging intact.
3. Timeframe:
   • Returns and refund requests must be initiated within 7 days of receiving the order.

Non-Eligible Items

The following items are not eligible for returns or refunds:

• Products that have been used, worn, or altered in any way.
• Products without original tags, packaging, or proof of purchase.
• Products damaged due to misuse or mishandling after delivery.

How to Initiate a Return or Refund

1. Contact Us:
   • Email us at support@newgem.com within 7 days of receiving your order.
   • Provide your order number, a detailed description of the issue, and the unboxing video showing the damage.
2. Approval:
   • Our team will review your request and notify you of the approval or rejection of your return/refund.
3. Return Shipping:
   • If approved, we will provide you with a return shipping address and instructions.
   • You are responsible for the return shipping costs unless the product was damaged due to our error.
4. Inspection:
   • Once we receive the returned product, our team will inspect it to ensure it meets the eligibility criteria.
5. Refund or Replacement:
   • If the return is approved, we will process your refund or send a replacement within 7-10 business days.
   • Refunds will be issued to the original payment method.

Refund Processing Time

• Refunds may take 7-10 business days to reflect in your account, depending on your bank or payment provider.

Contact Us

If you have any questions about our return and refund policy, please contact us at:

• Email: newgem99@gmail.com
• Phone: 9888-333-370