The Gem Shop will provide an exchange or refund within 10 days of delivery, provided the returned merchandise has not been worn, altered, engraved, or special ordered. The merchandise returned must be received in saleable condition. All claims and returns must be accompanied by proof of purchase, original packaging, appraisals (if they were included with the purchase), and original warranty (if included with the purchase).
Customized Items
Items that are customized can be returned within 10 days of delivery. Customized items cannot be returned for a refund if they have been sized or engraved. Items that are sized or engraved can be returned for a store credit, exchange, or for an adjustment such as further customization (adjust a ring size, etc.). Each customized item is created at the time it is ordered. Thus, we do not stock customized items from the Custom Shop in The Gem Shop’s ready-to-wear inventory. When a customized item is ordered, the metal is poured into the mould and the jewellery piece is created according to the customer’s specifications. Each gemstone and diamond is hand-selected for each individual order. If an item is sized or engraved it is too personalized to simply accept back into inventory. Thus, a $50 restocking fee will be charged against the store credit or exchange for customized items that are engraved or sized.
Before returning any merchandise, call The Gem Shop at (+01) (226) 582-6525 or send us an email at admin@thegemshop.ca to check if your order is eligible for return. All returns must be fully insured by the shipper or a third party insurance company for the full retail value of the merchandise. If you are in the local area, we may be able to arrange for a local pick up of the item. Calling or emailing to arrange the return would be the best policy to determine how the item should be returned. The address for returning merchandise will be provided upon contacting The Gem Shop. Upon receiving your return, the item will be reviewed by our Quality Assurance Specialist. Once the returned merchandise is accepted for return or exchange, your refund or replacement item will be processed. Refunds will only be issued to the same tender used for the original purchase. Gift recipients will have the option of exchanging the item or receiving a store credit.
Refurbished Watches
Our refurbished watches are not returnable. However, we do warranty some of the reconditioned models for one year, as stated in the watch description. We also guarantee that you will receive the watch as it is described. There should be no discrepancy between the description or working condition of the watch and the watch you receive. Please contact us if you require more information about a specific watch, including a video or images of the watch.
Please note, we endeavour to create loyal, longstanding relationships with our customers. We want you to love the merchandise you purchase from us. We realize that buying online is not the same as handling the jewellery in a bricks and mortar store. Subsequently, we endeavour to arrange any exchanges or returns in a way that is satisfactory to both parties. Due to the nature of the merchandise, we also need to protect our interests from people whose intentions are not lawful. If you require clarification regarding our return policy to help you feel more comfortable purchasing from TheGemShop.ca, please do not hesitate to call us with your questions.
