FAQ

What are the various options available to pay online?

We accept payment through Credit cards, Debit cards and through Net banking. You have multiple options of using VISA Card, Master Card, PayPal. All Credit/Debit card details remain confidential and private. GemTrove’s trusted payment gateways like SSL encryption technology that protects your card information.

How Will The Refunds Be Credited In The Customer's Account?

After receipt and inspection of the customers undamaged returned item(s), full credit, less our initial shipping and insurance costs, will be issued, either as a credit toward another purchase or as a company check. Credit card purchase and PayPal purchases will be refunded against the credit card or account used on the original purchase.

How Long Is The Usual Merchandise Returns Process?

Orders are typically refunded in full within 3 weeks after we receive and inspect the returned item. Failure to obtain a Return Authorisations Number (RAN), or include Diamond Grading Report(s) can delay the receipt of return.

Does Gem Trove Keep The Customer In The Loop Of The Return Process?

Yes; once the return is received into our system, the customer will receive a confirmation email. It usually takes 1-2 business days after your return parcel has reached us. As the concerned jewellery item is forwarded to the quality testing laboratory or when the returned piece is ready for re-shipment, the customer would be kept updated through various stages of the returns process. The �Track Your Order� option on our website can help you for any further queries.

Are There Any Particular Packaging Requirements?

On shipping the product to us, clearly mark the Return Authorisation No (RAN) outside the box. You need to repack your item securely with the requisite documents and certificates. Don't forget to include the original Lab Reports. If the Lab Report is missing, a $200 charge will be assessed and deducted from your refund. For security reasons, do not disclose the contents when insuring the package and please do not indicate the contents of the package on the exterior of the box.

Who Is To Bear The Return Shipping Costs?

For returning jewellery items the customer will need to bear the costs of shipment and insurance.

If There Is Any Loss Or Damage During A Return Shipment, What Would Be The Liability Share?

The protection of your products is solely your responsibility and GemTrove will not be liable for any loss, theft, or resulting damages whatsoever that may occur, even during the 30 days warranty period. GemTrove will not be responsible for loss or damage of return shipments. We cannot be held liable for any loss or damage you may suffer as a result of your return or late delivery or cancellation of your order. We advise that you retain all proof of posting documentation.

If The Return Is Being Shipped, The Return Shipping Carrier Has To Be Necessarily GemTrove's Usual Carrier?

No, this is not mandatory. However, since the product in question is a very precious and expensive good, we would emphasise that you trust the shipping of it is in the hands of only the best and most reliable career service provider.

Why Should I Choose GemTrove?

GemTrove's business model is built around trust and authenticity. Our strong business ethics, emphasis on customer satisfaction, 24*7 open contact routes help us to establish long-term relationships with our clients. We are proud to stand behind every piece of jewellery and diamonds that we sell, and strive to become your family/s number one choice jeweller - for generations to come.

Which Items Make An Exception To Or Cannot Be Returned Under The 30 Day Policy?

GemTrove does not offer returns and/or exchanges if the customer returns goods for the reason of change of mind. Returns or Exchanges are not provided for engraved items whereon any personalized or general engraving has been done on the product at the time of purchase or thereafter. Items with any element of personalisation or custom-made or bespoke items for the client may be considered for return and refund on a case to case basis. GemTrove provides the customer with the facility of inspection period in case the customer wants to get the diamond verified with the report and certificate. If the customer wants GemTrove to get it pre-verified from a registered valuer the full money back inspection period will be limited to 20 days (including Public holidays).

How Can The Returns Be Processed?

To return your item(s), call GemTrove at +61 3 9663 9001, after which we will issue an appointment to return by hand and/or provide you a Return Authorisation No (RAN) which will enable you to either deliver the products to us personally or post/ship the product as per your choice.

I couldn't thank GemTrove enough. He made the whole process of picking an engagement ring easy and seemless. Thank you so much!

Katie Linklater-Melbourne -VIC