Return Policy

Effective Date: April 15, 2026
Last Updated: April 15, 2026

At GemSense (a brand by Vyora Online LLP), we stand behind every bracelet we ship. This policy explains exactly when and how you can return an order, so there are no surprises.

1. What We Accept

We offer a 3-day damage-only return window. A return is eligible only if all of the following are true:

The product arrived damaged, broken, or defective (e.g. cracked beads, broken elastic, wrong stone)
The request is raised within 3 days of delivery
You have a continuous unboxing video — recorded from the moment the sealed courier package is in your hand, through opening the box, to the product being fully visible. The video must be unedited and show the damage clearly
The authenticity certificate and all original packaging are returned with the product

The unboxing video is mandatory and non-negotiable. It protects both you and us from disputes.

2. What We Do Not Accept

We do not accept returns for:

Change of mind, size preference, colour preference, or energy feel
Products that have been worn, washed, cleansed, charged, or altered in any way
Any return without a continuous unboxing video
Requests raised after the 3-day window
Customised or personalised bracelets
Products from clearance or final-sale promotions
Gift cards

3. How to Raise a Return

Email support@gemsense.in within 3 days of delivery
Attach your order number, the unboxing video, and clear photos of the damage
We review and respond within 2 business days
If approved, we arrange a free reverse pickup at no cost to you

4. Refund Process

Once the returned item is received and the damage is verified:

A full refund is processed within 5-7 business days to your original payment method
Bank processing may add 3-5 business days before it shows in your account
For COD orders, we refund via bank transfer — we will request your bank details

5. Exchanges

Exchanges are available under the same conditions as returns in section 1 — damage-only, within 3 days of delivery, with a continuous unboxing video. You may exchange a damaged product for:

The same product (replacement), or
Any other bracelet of equal value on our store

If the new product costs more, the price difference is payable. We do not refund the difference if the new product costs less. Exchanges are not available for change of mind, size, or preference — only for verified damage.

6. Cancellations

Orders can be cancelled within 12 hours of placing the order, provided the order has not been shipped. Once shipped, cancellations are not possible.

7. Why This Policy

Crystal bracelets are energetic, personal items — once worn, they cannot ethically be resold. A strict damage-only policy lets us keep prices honest and products genuine. The unboxing video ensures every claim is fair for both sides.