Return & Refund Policy

Thank you for choosing Ondaatje Gems & Jewels for your exquisite gem and jewellery purchases. We are committed to providing you with high-quality products and a seamless shopping experience. In the event that you need to return an item or seek a refund, we have outlined our Return and Refund Policy below.

Returns Eligibility:

We understand that circumstances may arise where you need to return an item. Our policy covers the following situations:

• Damaged or Defective Items: If you receive a damaged or defective item, we will gladly accept its return and provide a full refund or replacement.
• Incorrect Item Received: If you receive an item different from what you ordered, we will facilitate the return process and offer either a refund or replacement.

Return Process:

To initiate a return, please follow these steps:

• Contact Customer Support: Reach out to our Customer Support team at info@aqogems@jewels.com or +94 742 005 523 within 5 days of receiving the item. Provide your order number, details of the item, and the reason for the return.
• Receive Return Instructions: Our Customer Support team will guide you through the return process.
• Packaging: Ensure the item is securely packed in its original packaging or similar protective packaging to prevent damage during transit.

Shipping Costs:

Our shipping cost policy is as follows:

• Return Shipping: If a return is required due to a damaged, defective, or incorrect item, we will provide instructions for return shipping and cover the associated costs.
• Original Shipping: The original shipping charges are non-refundable unless the return is due to an error on our part.

Refund Processing:

The process for refunding is outlined as follows:

• Inspection: Once we receive the returned item and inspect it for compliance with our return policy, we will notify you of the approval or rejection of your refund request.
• Refund Decision: If your refund is approved, it will be processed within 7 days and credited to your original method of payment.

Non-Refundable Items:

Some items are not eligible for a refund:

• Change of Mind: We do not offer refunds for items where the customer has simply changed their mind. Please review your order carefully before completing the purchase.
• Customized or Personalized Items: Items that have been customized or personalized according to your specifications are not eligible for a refund.

Exchange Policy:

We offer exchanges for certain situations:

• If you wish to exchange an item for the same or a different product, please follow the refund request process mentioned above, and specify your preference for an exchange.

Change or Cancel an Order

If you wish to change or cancel an order, contact our Customer Support team at info@aqogems@jewels.com or +94 742 005 523. Please have the order number and date of order at hand. If your item(s) have already been delivered, then you will need to follow our returns procedure.

Contact Us:

For any questions or assistance regarding returns and refunds, please contact our Customer Support team at info@aqogems@jewels.com or +94 742 005 523. Please note that this Return and Refund Policy is subject to change without prior notice. We recommend reviewing this policy periodically for updates.