Return, Refund & Cancellation Policy

Return window: we accept returns within 7 days of delivery for products that are (a) defective on arrival, (b) damaged in transit, or (c) materially different from what was ordered.

Non-returnable items: activated RD service keys, software licences (once the key has been shared), consumables (thermal rolls, ribbons), custom-configured kits and clearance-sale items are non-returnable and non-refundable.

Condition of returned goods: products must be returned in original packaging with all accessories, cables, manuals, warranty cards and the original tax invoice. Missing accessories will be deducted from the refund at MRP.

How to initiate a return: email sales@shopgems.online with your order number, invoice, product photos and a short description of the issue within the 7-day window. We will issue a Return Authorisation (RA) number and reverse-pickup instructions where feasible.

Refund method: refunds are processed to the original payment instrument (UPI, card, netbanking or wallet) within 5-7 business days of the returned product being received and inspected. Bank processing may take an additional 2-4 business days.

Replacement: if a replacement is preferred and stock is available, we will ship the replacement at no extra cost after the returned unit passes inspection.

Cancellation before dispatch: orders can be cancelled free of charge before the dispatch email is sent. Once dispatched, the return policy above applies.

Warranty claims after 7 days: for manufacturer defects raised after the return window, the standard brand warranty applies. We assist with service-centre coordination but the warranty itself is fulfilled by the manufacturer (Mantra, Morpho, eSSL, etc.).

For any dispute please contact sales@shopgems.online first. Unresolved disputes are subject to the exclusive jurisdiction of the courts at New Delhi, India.