Refund policy

At Hornet Gems, customer satisfaction is important to us. We want you to shop with confidence, whether you're purchasing 925 sterling silver jewelry, gold-plated and rose gold-plated sterling silver jewelry, lab-grown diamond jewelry, or authentic natural gemstones.

Return Window

You may request a return within 30 days from the date of delivery.

Return Eligibility

To be eligible for a return:

The item must be unused, unworn, and in its original condition.
The item must be returned in its original packaging, with all tags attached.
The item must not be altered, resized, repaired, or damaged after delivery.
To start a return, contact our customer support team with your order number.

Return Method

Once your return request is approved, we will provide a prepaid return shipping label, or the name of the carrier and a tracking number for your return.

Who Pays for Return Shipping

If the item is damaged, defective, or incorrect: Hornet Gems pays for return shipping, and you will receive a full refund including original shipping charges.
If you change your mind (no defect): the customer pays for return shipping. A prepaid label will be provided and its cost will be deducted from your refund.

Refund Timeline

Once we receive your returned item, we will inspect it within 2 business days and notify you of the approval or rejection of your refund. If approved, your refund will be issued to your original payment method within 5–7 business days of approval. If your refund is rejected, we will explain the specific reason in writing.

Damaged, Defective, or Incorrect Orders

If you receive an item that is damaged, defective, or different from what you ordered, contact us within 48 hours of delivery with:

Your order number
Clear photographs of the product
Images of the packaging
A brief description of the issue

We will provide a full refund or free replacement for verified damaged, defective, or incorrect items.

Products Not Eligible for Return

The following categories are not eligible for return or refund, because each item is produced specifically for the customer after the order is placed:

Customized or personalized products — items engraved, resized, or made to a customer's specific request.
Made-to-order jewelry — items not held in stock and produced only after purchase.
Special sourcing requests — gemstones or materials sourced specifically for an individual order.
Gift cards and promotional items.

These exclusions are communicated to the customer on the product page before purchase, at checkout, and in the order confirmation email.

Natural Gemstone Variation

Our jewelry features authentic natural gemstones. Natural variations in color, inclusions, pattern, shape, texture, and brilliance are normal characteristics of natural stones and are not considered defects. Product colors may also appear slightly different due to lighting or screen settings. These variations do not qualify as grounds for return under the "damaged or defective" category, but standard 30-day return terms still apply.

Exchanges

Exchanges are available for eligible items (same conditions as returns above), subject to stock availability. To request an exchange, contact customer support within 30 days of delivery.

Order Cancellations

Orders may be cancelled free of charge before they are processed or shipped.
Once an order has shipped, it cannot be cancelled; it can be returned under this policy instead.
Customized, personalized, or specially sourced orders cannot be cancelled once production or sourcing has begun.

Contact Us

For questions about returns, refunds, exchanges, or cancellations, contact Hornet Gems customer support through the contact information listed on our website. We aim to respond to all return requests within 2 business days.