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.

Please read this Refund & Return Policy carefully before placing your order.

Return Eligibility

We accept return requests for eligible products under the following conditions:

• The item must be unused and in its original condition.
• The product must be returned with its original packaging.
• Return requests must be initiated within 7 days of the delivery date.
• The product must not be altered, resized, repaired, damaged, or modified after delivery.

To request a return, please contact our customer support team with your order details.

Non-Returnable Items

The following items are generally not eligible for returns or refunds:

• Customized or personalized products

• Made-to-order jewelry

• Special sourcing requests

• Products damaged due to customer misuse or mishandling

• Clearance or final-sale items

• Gift cards or promotional items

For natural gemstones, slight variations in color, inclusions, texture, shape, or pattern are natural characteristics and are not considered manufacturing defects.

Damaged, Defective, or Incorrect Orders

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

To help us review your request, please provide:

• Order number

• Clear photographs of the product

• Images of the packaging

• A brief description of the issue

Our team will carefully assess your request and work toward an appropriate resolution.

Refund Process

Once we receive your returned item, it will be inspected to verify that it meets our return eligibility requirements.

If your refund is approved:

• The refund will be processed to your original payment method.

• Processing times may vary depending on your bank or payment provider.

• Original shipping charges, customs duties, or taxes may not be refundable where applicable.

Hornet Gems reserves the right to decline refund requests that do not meet the conditions outlined in this policy.

Exchange Policy

Eligible products may be exchanged depending on:

• Product availability

• Item condition

• Category of the product

All exchange requests are reviewed individually by our customer support team.

Return Shipping

Customers are generally responsible for return shipping costs unless:

• The incorrect item was delivered.

• The product arrived damaged.

• A verified manufacturing defect is identified.

For your protection, we recommend using a trackable and insured shipping service when returning any item.

Hornet Gems is not responsible for products lost or damaged during return transit.

Order Cancellations

Orders may be cancelled before they are processed or shipped.

Once an order has been dispatched, cancellation requests cannot be guaranteed and will instead be handled according to this Refund & Return Policy.

Customized, personalized, or specially sourced products cannot be cancelled once production or sourcing has begun.

Product Variations

Many of the products offered by Hornet Gems feature authentic natural gemstones.

As natural materials, gemstones may display slight differences in:

• Color

• Inclusions

• Pattern

• Shape

• Texture

• Brilliance

These natural variations make every gemstone unique and should not be considered defects.

Additionally, product colors may appear slightly different due to lighting conditions or individual screen settings.

Refund Delays

If your approved refund has not yet been received, we recommend:

• Checking your bank account.

• Contacting your credit or debit card provider.

• Speaking with your payment provider regarding processing times.

If you still require assistance, please contact our customer support team.

Contact Us

For questions regarding returns, refunds, exchanges, or cancellations, please contact Hornet Gems using the official contact information available on our website.

We are committed to providing a fair, transparent, and customer-focused shopping experience.