Refund policy

Quality Guarantee

We stand behind the quality of every piece we create. If you receive an item that is defective, damaged, or does not match its description, we will take full responsibility.

• Reporting: Contact us within 14 days of receiving your order, with photos of the issue.
• Resolution: We will arrange a free repair or replacement immediately, and we cover the shipping both ways for verified quality issues. We are committed to making it right.

7-Day Return Policy (with Restocking Fee)

We want you to feel complete confidence in your purchase. If you are not entirely satisfied, we accept returns within 7 days of delivery.

• Restocking fee: Because each design is handcrafted specifically for your order, a 30% restocking fee is deducted from your refund. This covers the intricate labour, metal casting, and bespoke handling involved in creating your piece.
• Condition: Items must be returned in their original, unworn condition with all security tags, diamond certificates (IGI), and packaging intact.
• Return shipping: If you are returning an item by choice, return shipping costs are your responsibility. If we sent the wrong item or the item arrived damaged, we cover all shipping costs.
• Refund processing: Refunds are issued to your original payment method within 10 business days of our receiving and inspecting the return.

Cancellations

• Within 24 hours of order placement: full refund.
• After 24 hours: our design team has begun production, so cancellations are not accepted and deposits become non-refundable.

Non-Returnable Items

The following are Final Sale unless there is a verified quality issue:

• Personalised pieces — items with custom engravings (names, dates, etc.)
• Fully bespoke orders — unique designs created from scratch outside our standard collection
• Sale items — items marked "Final Sale"

Questions?

Our team is happy to help with any return or refund enquiry.
Email: info@infinitegemshk.com
WhatsApp: +852 9851 1446