Returns and Refund Policy

RETURN PROCESS

Once your order is delivered to you and you decide for whatever reason that you are not satisfied with the item received, or it was delivered damaged, faulty, or was the wrong item(s), please contact us right away before returning any items to us.

When contacting us, you can do so from within the “my account” portal by clicking the refund button located next to your order. Please provide any photos of the items received in its packaging, and the reason for your return/refund request. If you purchased products as a Guest, please email our customer experience team at support@puregemme.com with your refund request and order number in the subject line for a faster response.

We will not accept any items returned to us before you have contacted our Customer Experience team concerning the issue and for further instructions. You can expect to receive a response within 1-2 business days from your request.

Once the team has approved the product return for a refund, you will be provided with the return address via email to return your item(s).

Note: Shipping fees to return an order is at the customer’s expense. We suggest you use tracked shipping for peace of mind and to ensure a smooth return/refund process.

REFUNDS

Refunds are provided for ALL items on our site including *Gift Cards with some exceptions. Sale items are FINAL SALE and cannot be returned. 

The item(s) including any gift or bonus received with the order (if applicable) must be returned for your refund to be valid.

We only process a refund to the original payment method used to place your order.

After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please allow at least seven (7) business days from the receipt of your item to process your return. You will receive an email notification from us once your return has been processed and the refund has been completed. Note: Your bank may take up to an additional 5 business days before your refund appears back into your account. Pure Gemme has no control over your bank’s processing times.

Gift Cards can only be refunded if the card has not been activated and the original value purchased is still on the card. Please note, any service fee charged when the gift card was purchased will not be refunded. If you have further questions on the purchase, usage, or refund of a gift card, please visit us HERE.

If an item has been purchased using part-gift card and part-other payment method, you will only be able to receive a partial refund for the item. We do not provide refunds for gift cards that have been already used.

EXCHANGES with exceptions

Pure Gemme does not provide exchanges on items purchased as a result of your change of mind. We do, however, honor item replacement with another of the same item if the following conditions are present:

• the item you received is different from the item ordered such as a different color or size
• your order arrived completely damaged and unusable

Request for an Exchange must be made within 3 business days of delivery of your order.