Refund/Return Policy

Refund Policy

This return policy is applicable to all products sold directly by Sandook Gems and will not apply to any sales by third parties. In order to be eligible for a return, purchased items must be returned within 7 calendar days of receipt (which would be the day the item was delivered). We allow 15 Days for international items to be returned.

Please ensure that the returned goods are in perfect and saleable condition and returned in its original packaging with the tags intact and attached securely to the product. “Saleable” means that there are no scratches, marks, or blemishes on the item; there are no signs of wear on the product, the tags, or the case; and the product must not have been sized or altered in any way. We cannot accept a return of any item with any indication that it has been used. 

Which Items can be returned?

We want our customers to be happy with their purchases and aim to be fair and accommodating with regards to returns. But some items are non refundable (unless faulty) and these are listed below:

  • Made to order items.
  • For hygiene reasons - earrings; including earrings with sets
  • Gift Cards and Vouchers cannot be returned, or exchanged for cash.

Do I Have to pay for returns?

Returned items must be shipped by the customer at their own cost and expense to the address provided on the website. Sandook Gems will bear no responsibility for any damage caused to a product during shipping. A copy of the original product receipt must be sent along with the returned item.

Once we are satisfied the item returned is in the right condition we will only issue a Credit note and no cash refunds are issued. Credit Note will only be issued for the item of the purchase and not the shipping paid on that original item. Once store credit is received for a returned item, it must be used within 60 days from the date printed on the credit voucher. Store credit may be redeemed on any item from Sandook Gems, and any amount not spent on a single purchase may be put towards a second purchase. No cash refund will be given in lieu of unused store credit.