Refund policy

Return Policy

At Orion Gem, we want you to feel complete confidence in the color saturation, facet precision, and metallurgical casting quality of our gemstones and settings. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Due to microscopic facet abrasion hazards, bench setting tool damage, and high-value precious mineral authentication standards, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Conditions

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following criteria:

  • The loose gemstone, ring blank, bezel mounting, or setting fixture must be completely unset, unworn, unworked by tools, and in its original, brand-new condition.
  • Sealed Gem Capsule & Tool Contact Notice: Loose gemstones are shipped inside transparent, tamper-sealed gemological presentation capsules. Stones may be visually inspected under light through the transparent capsule. We strictly cannot accept gemstones where the tamper-evident security seal on the capsule has been broken, cut, or removed. We also cannot accept stones that have been held in metal tweezers without rubber tips (which causes girdle micro-chips) or placed into prongs/bezels by bench jewelers.
  • Metal castings and ring mounts must show zero plier marks, filing abrasions, resizing stretching, or soldering flux residue.
  • All original packaging, serialized gemological certificate cards, velvet display boxes, and documentation must remain 100% complete and undamaged inside the return parcel.
  • Items showing signs of tool wear, girdle abrasions, or broken security tamper seals will be strictly rejected during our quality inspection.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Because natural gemstones and precious metal hardware require secure handling, we recommend using a trackable shipping service and purchasing transit insurance, as Orion Gem cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@oriongem.shop within 30 days of delivery. Please include your order number, item description/carat weight, and reason for return.
  2. Our support team will review your request and provide you with an authorized return vault address, an RMA number, and specialized shock-cushioned repackaging instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a stone size, metal type, or delivery address), contact us immediately at support@oriongem.shop.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our vault preparation network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics vault, our gemological inspection team will examine each piece under optical microscopes and refractometers to verify compliance with our return conditions (unbroken tamper-evident security capsule seals, untouched facet edges, pristine metal mountings, and complete original documentation). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@oriongem.shop for further assistance.