Refund policy

Refund & Return Policy

At KarmaGems, we value our customers and aim to provide a positive shopping experience. If you have any concerns about your order, please contact us so we can review your request and help find an appropriate solution.

1. Return Window for Standard Products

For standard, non-customized products, please contact us within 7 days of delivery to request a return.

To help us assess your request, please provide your order number, a description of the reason for the return, and photos or videos where relevant.

Products should generally be unused, in their original condition, and returned with their original packaging where applicable.

All return requests are subject to review and confirmation by our customer service team. Please contact us before sending any item back so we can confirm eligibility and provide return instructions.

This 7-day return window does not limit any longer return, withdrawal, cancellation, or other rights that may apply under applicable consumer protection laws.

2. Damaged, Defective, Incorrect, or Missing Items

If you receive an item that is damaged, defective, incorrect, or incomplete, please contact us as soon as possible.

Please provide your order number and clear photos or videos showing the issue, where applicable. This will help us investigate and determine an appropriate resolution.

Depending on the circumstances and applicable law, we may offer a replacement, repair where appropriate, refund, or another suitable solution.

Nothing in this policy limits your statutory rights concerning defective, non-conforming, or incorrectly supplied products.

3. Customized and Personalized Products

Customized or personalized products are generally not eligible for returns or refunds due to a change of mind, incorrect personal preferences, or other reasons unrelated to a product defect.

However, this restriction does not apply where a product is defective, damaged, incorrectly customized, materially different from the agreed specifications, or where applicable law provides a right to return, cancel, withdraw, or obtain a refund.

If you believe there is an issue with a customized product, please contact us with your order number and supporting photos or videos so we can review your case.

4. Return Shipping Costs

Responsibility for return shipping costs will be determined based on the reason for the return, the circumstances of the case, and applicable law.

For example, where an item is confirmed to be defective, damaged, or incorrectly supplied due to our error, we will review the appropriate return shipping arrangements and any reimbursement required by applicable law.

For returns requested for reasons unrelated to a product defect, the customer may be responsible for return shipping costs, where permitted by applicable law. Any applicable costs and arrangements will be communicated before the return is arranged.

Please do not send products to an unconfirmed return address.

5. Refund Eligibility and Processing

Once we have reviewed your request and received any returned item where required, we will notify you of the outcome.

Approved refunds will generally be issued to the original payment method, unless otherwise agreed or required by applicable law.

Refund processing times may vary depending on your payment provider and financial institution. Any estimated processing time is not a guarantee of when the funds will appear in your account.

Where a refund is legally required, it will be processed within the time limits prescribed by applicable law.

6. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

We will try to assist with cancellation requests before an order has been processed, customized, or shipped. Once processing, customization, or shipment has begun, cancellation may no longer be possible.

This does not affect any statutory cancellation or withdrawal rights that apply to your purchase.

7. Lost or Undelivered Orders

If your order has not arrived within the estimated delivery period, please contact us with your order number and tracking information.

We will review the shipment status and work with the relevant shipping carrier to investigate.

If an order is confirmed lost or another delivery issue is established, we will work with you to determine an appropriate resolution in accordance with our shipping arrangements and applicable law.

8. Statutory Consumer Rights

This policy is intended to explain our standard return and refund procedures. It does not exclude, restrict, or replace any consumer rights that cannot legally be excluded or restricted under the laws applicable to your purchase.

Depending on your location and the nature of the product, you may have additional rights relating to withdrawal, cancellation, refunds, repairs, replacements, or defective goods.

Where applicable law provides rights or remedies that differ from this policy, the applicable law will prevail.