Refund and Return Policy

Effective Date: February 7, 2025

At PureGemss, we are committed to ensuring you are completely satisfied with your purchase. If you are not entirely happy with your order, we offer a straightforward return and refund policy to provide peace of mind for all our customers. This policy outlines the steps you need to follow and the conditions that apply for returns and refunds.

1. Return Eligibility

To be eligible for a return, your item must meet the following conditions:

  • The product must be unused, in the same condition that you received it, and in its original packaging.
  • All tags, labels, and protective seals must still be attached to the product.
  • Returns must be requested within 30 days of the delivery date.
  • Custom-made or personalized items are non-returnable unless defective or damaged.

2. How to Initiate a Return

If you would like to return an item, please follow these steps:

  1. Contact Us: Reach out to our customer service team at info@puregemss.com or call us at (361) 595-5089 to request a Return Authorization (RA) number.
  2. Prepare Your Return: Once you receive your RA number, securely pack the item in its original packaging, along with a copy of your order confirmation or receipt.
  3. Ship Your Return: Return the item to the address provided by our customer service team. You are responsible for the return shipping cost unless the item is defective or an error occurred on our part.

3. Return Shipping Costs

  • Customers are responsible for the shipping costs associated with returns, unless the return is due to an error on our part (e.g., receiving the wrong product or defective merchandise).
  • We recommend using a trackable shipping service or purchasing shipping insurance for items over $75, as we cannot guarantee that we will receive your returned item.

4. Refund Process

Once we receive your returned item, we will inspect it to ensure it meets our return policy requirements. If everything is in order, we will process your refund.

  • Refunds will be issued to the original payment method used during the purchase. Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider’s processing time.
  • If your return is approved but does not meet our policy requirements (e.g., the item is used, damaged, or missing parts), we may refuse the return or offer a partial refund.

5. Exchanges

We currently do not offer direct exchanges. If you wish to exchange a product for a different size, color, or style, please return the item following our return process and place a new order for the desired product.

6. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at info@puregemss.com within 7 days of delivery to arrange for a return, exchange, or refund. We may request photographs of the damaged item to process your claim efficiently.

7. Non-Returnable Items

Certain items are non-returnable due to hygiene or other reasons, including:

  • Custom-made or personalized items
  • Gift cards
  • Sale or clearance items (unless defective)

8. Order Cancellations

If you wish to cancel your order, please contact us as soon as possible. Orders that have not yet been processed or shipped can be canceled for a full refund. If your order has already been shipped, it will need to be returned following our return policy for a refund.

9. International Returns

For international orders, the return process is the same as domestic returns. However, you are responsible for any customs duties, taxes, or other fees incurred during the return shipment. International returns may also take longer to process.

10. Changes to This Policy

We reserve the right to update or modify our Return and Refund Policy at any time. Any changes will be posted on this page with an updated “Effective Date.” We encourage you to review this policy periodically to stay informed about our latest return and refund procedures.

11. Contact Us

If you have any questions or need assistance with your return, please don’t hesitate to contact us:

Email: info@puregemss.com
Phone: (361) 595-5089
Address: 338 Dana St, Kingsville, Texas 78363

Thank you for shopping with PureGemss. We value your business and are here to assist with any concerns you may have regarding returns or refunds.

Last updated: February 7, 2025