At North Gem, we want you to feel completely confident about every ring and bracelet you order from us. This Return Policy explains which items qualify for a return, the condition they need to be in, and the steps you’ll need to follow to send something back to us.

All figures mentioned throughout this policy are listed in CAD ($). This policy applies in addition to, and does not affect, your statutory rights as a Canadian consumer under applicable federal and provincial consumer protection laws.

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.

Return Window

You have 30 calendar days from the date your order is marked as delivered to request a return on an eligible item.

Requests submitted after this 30-day window has closed generally cannot be accepted, so if you think there’s a chance you might want to send something back, we’d encourage you not to wait too long before reaching out to us.

What Can Be Returned

You’re welcome to request a return if any of the following applies to your order:

• The item arrived damaged during delivery
• You received a defective item, such as a broken clasp or loose stone
• We accidentally sent you the wrong product, size, or style
• You simply changed your mind after receiving it and no longer want it
• The item is still within the eligible return window and meets the conditions described below

Every return request we receive goes through a short review process to confirm it satisfies the conditions outlined in this policy before it’s approved.

Conditions for a Valid Return

For an item to qualify for return, it must meet all of the following conditions:

• Be sent back to us within 30 calendar days of the original delivery date
• Be unworn, with no signs of scratching, tarnish, or wear
• Include all original packaging, pouch, and labeling
• Show no signs of alteration or resizing
• Be accompanied by proof of purchase or a valid North Gem order number

Items that don’t fully meet these conditions may be sent back to you without a refund, or may only qualify for a partial refund depending on their condition upon inspection.

Sale and Clearance Items

Items purchased at a discounted, clearance, or sale price are considered final sale. We’re unable to accept returns on these items unless the item arrived damaged, defective, or was not what you actually ordered. Please check whether an item is marked as final sale on the product page before completing your purchase.

Getting Return Authorization Before You Ship

Before sending anything back to us, please reach out to support@northgem.store to request return authorization first. This allows us to review your request, confirm eligibility, and provide you with the correct instructions and return address.

Please do not send items directly to our business address without first receiving approval from our team. Unauthorized returns sent without prior confirmation may be delayed, refused upon arrival, or take significantly longer to process.

Who Covers the Cost of Return Shipping

If the return is the result of our error, meaning the item arrived damaged, defective, or wasn’t the product you actually ordered, please let us know within 48 hours of delivery and include your order number, clear photos of the item, photos of the outer shipping packaging, and a short written description of the issue.

Once your request has been reviewed and approved, we’ll provide you with a prepaid return shipping label at no cost to you.

If you’re returning an item simply because you changed your mind, the cost of return shipping will be your responsibility, and the original outbound shipping charge you paid at checkout is non-refundable.

No Restocking Fee

We don’t charge a restocking fee on approved returns, regardless of the reason for the return.

Restocking Fee: $0.00 CAD

Exchanges

At this time, we don’t offer direct one-to-one exchanges through our store. If you’d like a different size or style than what you originally ordered, the simplest path is to return your eligible item under this policy and place a new order separately for the one you’d prefer.

Items That Cannot Be Returned

The following situations and item types are not eligible for a return under this policy:

• Items that have been worn, scratched, or altered
• Items purchased on sale or clearance, except where the item is damaged, defective, or incorrect
• Items sent back to us without their original packaging
• Return requests submitted after the 30-day return window has already closed

Shipping Your Return Safely

We strongly recommend using a shipping method that includes tracking whenever you’re sending an item back to us. We’re not able to process or verify a return shipment that we cannot confirm was actually sent.

Cancelling an Order Instead of Returning It

If you’d rather cancel your order entirely before it even ships, please contact us as soon as possible. Cancellation requests can only be honored if your order hasn’t yet entered fulfillment. For more details on our processing timelines, take a look at our Shipping Policy.

What Happens Once We Receive Your Return

Once your returned item arrives back with us, our team inspects it against the conditions outlined above before moving forward. To understand exactly how that inspection leads to a refund, and how long that typically takes, please refer to our separate Refund Policy.

Questions About Returning an Item

If you’re ever unsure whether your item qualifies for return, our team is always happy to walk you through it.

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 can also reach out anytime through our Contact Us page.