How-to: Requesting a Return

 

DeAi Gems has a very easy system that allows you to track all of your purchases and will allow you to request a return if you have any problems with your order.
Our Customer Service representatives determine eligibility for refunds and exchanges once customers have contacted Customer Service and explained their reason for the return. Returning packages without prior approval from Customer Service will halt or delay your return.

 

return process

 

1) Submit a return request on My Orders page:

Sign into My Orders List and click the order you need help with. At the bottom of the page among your shipping list, please click on the “Returns & Refunds” option.
Please provide the reason of your return and include as many details as possible, upload photos that clearly demonstrate the problem with the item (if necessary), and the requested replacement item’s name, number and color (if necessary).

 

2) Customer Service reviews your request:

Our Customer Service will then review your request and respond within 24 hours.

 

3) Return the items with a completed Product Return Form:

Once Customer Service has approved your request, a Product Return Form will be sent to you. Please send the return and the completed Product Return Form back to us within 5 days.

 

4) Customer Service processes the return:

Once received at our facility, your return will be processed in 3 to 5 business days. Once your return is confirmed and inspected, please allow up to 2 billing cycles for it to be credited to your account.
Items returned in unacceptable condition will not be processed as refunds and cannot be shipped back to you.

 

An item was lost or damaged during shipping

If your item was damaged during shipping, you are eligible for a full refund. When requesting your refund, please be ready to provide Customer Service photographs clearly showing the problem with the item and its courier number as soon as possible. Please also provide "Proof of Damage" documentation from your courier. Alternatively, you can open the item in front of the delivery person and if you find that it was damaged during shipping, you can reject it, contact us saying you rejected the package (see above), and DeAi Gems will then ship you a new item immediately.

 

To report a lost or damaged item, please contact our Customer Service:
1) Sign into your account and click on My Orders List
2) Click the order you need help with
3) Click Missing or Wrong products and then fill in the online form.
4) Our Customer Service team will respond to you within 24 hours
5) Once Customer Service confirms an item is missing, we will begin processing a new one for you.

 

An item is missing from my shipment

If your order is missing an item, please contact Customer Service

 

I received an incorrect item

If you received an incorrect item, you can exchange it for the correct item or receive a full refund. To begin the process, you can contact Customer Service:

1) Sign into your account and click My Orders List
2) Click on the order you need help with
3) Click "Incorrect Package Received" and then fill in the online form
4) Our Customer Service team will respond to you within 24 hours.
5) Once Customer Service confirms an item is incorrect, we will provide information on sending it back to us
6) Once we receive the incorrect item, we will begin processing the correct item for you or give you full refund.

 

How do I return an item?
1) Sign into your account and click on My Orders List
2) Click the order you need help with
3) Click on Returns & Refunds and you will be taken to an online form
4) Please fill out the form, including as many details as possible and uploading photos that clearly show the problem with the item (if necessary)
5) Our Customer Service team will respond to you within 24 hours.
6) Customer Service will approve your return. 
    Please fill out the return form in your package completely and send it back with your item(s) to us as soon as possible.

7) When we have received your package, your return will be processed in 3 to 5 business days and then your refund will be issued.

 

For the returned item(s), you will receive 100% money-back refund to your Paypal account. Or a new replacement. 

 

For the postage on your returned item(s), DeAi Gems will offer subsidies on this expense. The amount of subsidies is based on your actual shipping origin and the delivery company you’ve chosen.  (The maximum is 10$) The subsidies will be sent to your DeAi Gems account in form of coupon. When you choose to use the coupon, please follow the rules of coupon usage (click here).

 

I've returned my item; how soon will I receive my refund?

In most cases, we will refund your money within 48 hours after your package has been processed.


If you are a registered PayPal member, your refund has been completed instantly. You may check your PayPal account for more information regarding the refund.


If you are an unregistered PayPal user, it will take 7-45 days for PayPal to process your refund and return the money to your credit card account.

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