Returns & Refunds

We want you to love your purchase at XGEM.

If you are not completely satisfied with your order, you may request a return within 30 days of receiving your item.

Return Conditions

To be eligible for a return:

  • Items must be unused, unworn, and in their original condition.
  • Original packaging and tags must be included.
  • Proof of purchase is required.

The following items are not eligible for return:

  • Final sale items.
  • Gift cards.
  • Items showing signs of wear, damage, or alteration.

Return Process

To initiate a return, please get in touch with our support team at: support@xgem.org

  1. Please include your order number and the reason for return.
  2. Once your request is approved, you will receive return instructions.

Refunds

After your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 5–10 business days.

Shipping Costs

  • Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.
  • Original shipping fees are non-refundable.

Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us within 48 hours of delivery with photos of the issue, and we will resolve it as quickly as possible.