Policy

Return & Exchange Policy

Effective Date: April 26, 2026

ALL SALES ARE STRICTLY FINAL. NO EXCHANGES. Because gemstones are high-value, certified, and highly personalized items, Noor Gems Stones enforces a zero-tolerance return policy. By purchasing, you explicitly waive your right to standard consumer returns. Please read this policy carefully.

1. The ONLY Eligible Reason for Return

A return will ONLY be considered if you received a completely wrong stone type, and only if the following impossible strict criteria are met:

The issue is reported within 24 hours of delivery.
You provide a continuous, uncut unboxing video showing the sealed package being opened for the first time.
The laboratory certification seal and original packaging are 100% intact.

Any missing video, cut footage, or broken seals will result in immediate denial of the claim.

2. Strictly Non-Returnable Scenarios

Under no circumstances will any return, exchange, or refund be processed for:

Natural Inclusions: Internal feathers, color zoning, or clouds are natural features of earth-mined stones, not defects.
Color Discrepancies: "The color looked different on my mobile screen" is not a valid reason.
Astrological Dissatisfaction: We do not guarantee specific life outcomes or planetary effects. No refunds based on third-party astrologer advice post-purchase.
Opened/Unsealed Items: If the lab card or setting has been unsealed or tampered with.
Buyer's Remorse: "I changed my mind," "It's too expensive," or "I found a better deal."

3. High-Value Orders (Above 1 Lakh PKR)

Orders with a total value exceeding PKR 100,000 (1 Lakh) are classified as Special Deliveries and are subject to extreme security protocols to protect both parties:

Mandatory Special Delivery Rules:

Direct Handover Only: The package will NOT be left at the gate, with security guards, or unattended. It must be handed directly to the customer.
ID & OTP Verification: The recipient must present their original CNIC (National ID card) and provide the OTP sent to their registered phone number. If ID or OTP does not match, the delivery will be canceled.
Visual Inspection at Doorstep: For orders above 1 Lakh, the customer is required to do a visual inspection of the packet's exterior seals in front of the delivery rider before accepting the package. Once accepted, no exterior damage claims will be entertained.
Redelivery Fee: If the customer fails the ID/OTP check, or is unavailable for direct handover, the package will be returned to our facility. A redelivery fee of PKR 2,000 will be charged to ship it out again.

4. No Exchanges Allowed

Noor Gems Stones does not offer direct exchanges. If you want a different gemstone, you must place a completely new, separate order. We will not swap out stones from a previous transaction under any circumstances.

5. Investigation & Deductions

In the exceptionally rare event that management overrides this policy and authorizes a return, the stone must be shipped back to our lab at the customer's expense. A mandatory 25% restocking and handling fee will be deducted from the refund amount. Original shipping costs are strictly non-refundable.