Virtue Gems

Virtue Gems

Refund & Return Policy

Last updated:

This policy explains what to do if your Virtue Gems order arrives damaged, and how cancellations and refunds work. Nothing in this policy limits any right or remedy you have under the Consumer Protection Act, 2019 or any other law that cannot be excluded.

Returns We Accept

  • Under our standard policy, we accept returns only for products that arrive damaged.
  • Please report the damage within 7 days of delivery. The 7-day period begins on the date you receive your order.
  • If you receive the wrong product, or an item is missing from your parcel, please contact us within the same period and we will handle it in the same way as a damaged-product claim.
  • We do not accept returns or exchanges for change of mind, or for damage caused after delivery through use, wear or improper care.

How to Report Damage

Please contact us as soon as possible — ideally on the day your parcel arrives — and no later than 7 days after delivery.

  • WhatsApp: +91 73961 78039
  • Email: virtuegems777@gmail.com
  • Share your order ID (or the name and phone number used for the order) and a short description of the damage.

Evidence We Ask For

  • An unboxing video — a continuous video of the parcel being opened, showing the sealed package, the shipping label and the condition of the product as it is taken out.
  • Clear photographs of the damaged product, the packaging and the shipping label.
  • Your order details, so we can match the claim to your order.

We recommend recording an unboxing video every time you open a Virtue Gems parcel — it is the quickest way for us to approve a claim.

No unboxing video? You can still make a claim. Send photos of the product, packaging and shipping label, and any other details you have (for example, a note from the delivery person). We will assess your claim on the evidence available and will not reject a genuine claim only because an unboxing video is not available.

How Claims Are Reviewed and Resolved

  • We acknowledge your claim on WhatsApp or email, usually the same day during support hours.
  • We review the video, photos and order details. If we need more information, we will ask you for it.
  • We then tell you whether the claim is approved and, if it is, how it will be resolved.
  • Approved claims: we replace the product with the same item if it is in stock. If the same item is not available, we offer you another product of the same value. If neither the same item nor another product of the same value is available, we refund the amount you paid for that product.
  • This policy does not take away any other remedy you are entitled to by law.

Return Shipping

  • We will tell you whether the damaged product needs to be sent back to us.
  • If it does, we will arrange the return or reimburse the return shipping cost. You will not be charged for returning a product under an approved damage claim.
  • We do not charge a delivery fee for sending a replacement or alternative product for an approved claim.

Order Cancellation

  • You can cancel free of charge within 12 hours of placing your order, as long as it has not been dispatched. If you have already paid, we refund the full amount.
  • After 12 hours, but before dispatch, you can still cancel. We deduct only costs we have actually incurred for your order (for example, a courier booking already made). We will tell you the amount and what it covers on WhatsApp before the cancellation is processed, and refund the balance. If we have not incurred any costs, you get a full refund.
  • Orders cannot be cancelled once dispatched. If a dispatched order arrives damaged, the damage policy above applies.
  • If we cancel your order — for example, because an item is out of stock — we refund everything you have paid in full.

Refunds

  • Refunds apply to cancelled orders that were already paid, orders we are unable to fulfil, approved damage claims where neither the same item nor another product of the same value is available, and any other case where a refund is required by law.
  • Refunds are paid by UPI or bank transfer.
  • We send the refund within 7–10 business days from the date it is approved. Your bank or UPI app may take a little longer to show the amount.

Exchanges

We do not currently offer exchanges for size or change of mind.

Contact