Return & Exchange Policy
1. Our Policy at a Glance
- At Timegems, we want you to love what you ordered! If you'd like a different size, color, or design, we're happy to offer an exchange within the specified time period.
- If your item arrives damaged or defective, and we're unable to offer a replacement of the same piece due to stock unavailability, a return and refund will be arranged for you (see Section 3).
- To help us serve you best, please review your size, color, and product details carefully before placing your order.
2. Exchange Policy
- Exchange requests must be raised within 3–7 days of receiving your order.
- The item must be:
- Unused and in its original condition
- In original packaging with tags/box intact (if applicable)
- Accompanied by the original order/invoice number
- Exchange is subject to availability of the desired size/color/design in stock.
- Exchange shipping charges (sending the item back to us will be borne by the customer, unless the exchange is due to our error.
Non-Exchangeable Items
- Sale/clearance items (unless defective)
- Items damaged due to misuse after delivery
3. Returns — For Damaged, Defective, or Incorrect Items
If you receive a product that is:
- Damaged or defective
- The wrong item (different from what was ordered)
- Missing parts/accessories that were included in the original listing
we'll make it right for you.
How to Report:
- Contact us within 48 hours of delivery with your order number.
- Share clear photos/video of the damaged, defective, or incorrect item (including packaging).
Resolution Options:
- Our first priority is to send you a free replacement of the same item.
- If the same piece is not available in our stock, we will process a return and refund to your original payment method (or store credit, as preferred).
4. How to Initiate an Exchange or Damage Claim
Please contact our support team with the following details:
- Order number
- Reason for exchange/return (with photos, if applicable)
- Preferred replacement item (if exchange)
📧 Email: official.timesgems@gmail.com 📱 WhatsApp: 0371 0415144
Once approved, our team will guide you through the process, including pickup/drop-off instructions for the item.