This Refund Policy explains how North Gem handles refunds once a returned item has made its way back to us, and roughly how long the process takes. If you’re looking for information on how to send an item back to us in the first place, including eligibility and conditions, please check our separate Return Policy.

All amounts referenced in this policy are processed and issued in CAD ($).

We are currently operating only within Canada, and all of our policies apply to Canada at this time. In the future, if we begin operating internationally, our policies will be updated accordingly.

How the Refund Process Works

Once your returned item arrives at our facility, our team inspects it to confirm it meets the conditions required for a refund, such as being unworn and returned with its original packaging.

After inspection, we’ll follow up with an email letting you know whether your refund has been approved or, in less common cases, declined, along with the reasoning behind that decision.

Approved refunds are always issued back to the same payment method that was originally used to place the order. We’re unable to redirect a refund to a different card, account, or payment method.

How Long It Takes

Once we’ve received and inspected your return, approved refunds are typically processed on our end within 10 business days. Your bank or payment provider may need additional time after that before the funds actually appear in your account.

If Your Refund Is Taking Longer Than Expected

If more time than expected has passed, check your payment account or most recent statement directly, and get in touch with your bank or payment provider to ask about their internal processing timelines. If you’ve done this and still need help, reach out to us at support@northgem.store and we’ll look into it with you.

Refused or Undeliverable Orders

If a delivery is refused by the recipient for reasons unrelated to shipping damage, a carrier mistake, or an error on our part, we may deduct the original outbound shipping charge, along with any return fees charged by the carrier, from the total refund amount.

Refunds for Damaged or Incorrect Items

If your refund is connected to an item that arrived damaged, was defective, or wasn’t the correct product, there is no deduction for the original shipping charge, and we’ll move your refund through as quickly as possible once the item is back with us.

Partial Refunds

There are situations where only a partial refund may be issued, for example if a returned item shows minor signs of handling that don’t fully prevent it from being returned but do affect its resale value. We’ll always explain the reasoning within the email confirming your refund outcome.

Refunds on Discounted Orders

If your original order was placed using a discount code or promotional offer, your refund will reflect the amount you actually paid after the discount, not the original list price. Please also note that items purchased on sale or clearance are considered final sale under our Return Policy and are generally not eligible for a refund unless the item was damaged, defective, or incorrect.

Refund Confirmation

Once your refund has been processed, you’ll receive a confirmation email summarizing the amount refunded, the payment method it was issued to, and the date it was processed.

Questions About a Refund

If you have any questions about a refund in progress, or one you’ve already received, we’re glad to help clarify where things stand.

Business Name: North Gem
Email: support@northgem.store
Phone: +1 403-784-4048
Business Address: 2510 Centre N St Calgary, AB, T2E 2V2, Canada
Customer Support Hours: Monday to Saturday, 9:00 AM to 5:00 PM
Time Zone: GMT-06:00
Live Chat: Available 24/7

You’re also welcome to reach out through our Contact Us page for any further assistance you might need.