Return Policy

GEMZONE Merchandise Returns Policy



  • All return complaints must be made within 7 calendar days of receiving an item.
  • A complaint is made by sending a mail containing the complaints about the item delivered and reasons for return to the gemzone@diamondbank.com
  • A review of the complaint will be made within 48 hours.
  • If your complaint is valid, you will receive an authorization for return email and you will be given 3 days to return the item.
  • Requirements for a valid return procedure:
  • Item should be repacked into its original packaging
  • All other accessories that came with it should also be packed and returned with the item.
  • Ensure that it is in its original condition
  • Attach the delivery invoice that came with it (as proof that it was delivered by us)
  • If the item is returned fulfilling these requirements, a mail will be sent to you to notify you when the returned item is received by us and the product assessment will begin.
  • Our team will conduct an assessment of the product returned to make sure all complaints made are valid.
  • If the item passes the assessment and the reasons for return are found to be valid, our team will contact you to resolve the issue either by exchanging the item with one that suits you or refund your points.  Please note that this refund will be less points deducted for shipping.
  • Should there be any item damaged due to our transportation, please contact Diamond Call centre  within 24 hours for claim purposes. Remember to send back all items including  free promotional items if any that came with the purchase. If forgotten, the return will not be accepted.

Kindly note that the following  items listed below cannot be returned if you change your mind. Item can only be returned if a wrong item was delivered or item is damaged.

Large bulky items

Desktops & Monitors

Gas Cooker & Oven

Fitness Machines

Baby Cots & Strollers

Professional Video Cameras

Grill & Outdoor Entertainment

Television

Furniture

Home Theatre

Washing Machine & Dryer

Projectors

Dishwashers

Musical Instruments

Air Conditioner, Heater & Hot water System

Tyres & Wheels  Gas

Cooker & Oven

Mower & Outdoor Power Tools

Fridge & Freezers

Kindly note you can only make returns for the below categories if you receive a wrong item:

Conditions and reasons to return an item
You may want to return your item due to any of the following reasons:
x Not Required
Required


Reasons for return

YOUR RETURN MUST BE :

New condition

Sealed condition

Complete (free gifts, accessories, original packaging)

Not damaged

Tags & labels attached

Delivery - Wrong Product


Product sealed should not be broken EXCEPT for item type that cannot be differentiated visually based on information provided on the box / packaging only

Quality - Damaged Product

x

x

x

Quality - Defective

x

x

Quality - Product Condition

Delivery - Parts Missing

x

x

Website - Incorrect Content

Product - Does Not Fit - item not fitted e.g item delivered does not fit the customer

Customer - Change of Mind 

Not As Expected



Please see table below to know the reasons you can return an item for various categories
x Not Required
Required


Category

Customer Changed Mind

Wrong Item

Damaged Item

Fashion

Beauty & Cosmetics

x

x

Perfumes

x

x

Underwear & Swimwear

x

x

Jewelry

x

x

Mobile Phones

x

Electronics

x

Computing

x

Vinyl, DVD, Software

x

Books

x

Consumables (Food)

x

Large Bulky Items

x

 

Please note that processing and exchanges will take a maximum of 25 calendar days.