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      Returns & Refunds Policy

      Effective Date: July 25, 2025


      This Returns & Refunds Policy outlines the terms and conditions for returns and refunds for services and physical products purchased from GemIQ ("we," "us," or "our"). This policy is a binding part of our primary Terms of Service , and by making a purchase, you agree to adhere to the stipulations outlined below. Our goal is to provide a clear and fair process for all our customers.

      This Policy shall apply to GemIQ, Picup Media, GemHub and any other related company, or brand, services, products, and platforms managed by us.

      1. Policy for Digital Services (e.g., Photo Retouching)


      All payments made to GemIQ for digital services, such as jewelry photo retouching orders, are strictly non-refundable. The only exception is in the specific case where GemIQ has made a billing error due to a miscalculation, in which case a correction will be issued.

      2. Return and Refund Policy for Physical Products


      2.1. Eligibility for a Return and Refund:       We accept returns for physical products under the following strict conditions:

      • The product must be in its original, unopened, and factory-sealed condition. Physical products are not intended for trial or testing purposes.

      • The return must be initiated and the product received by us within 30 calendar days of the original delivery date.

      • Items must pass a mandatory inspection at our offsite facility to verify their condition.

      2.2. Ineligible Items: The following are not eligible for a return or refund under this policy:

      • Any product that has been opened, used, or is not in its original sealed packaging.

      • Products returned after the 30-day window has expired.

      • Products that are defective, damaged, or missing items upon arrival. These are not handled through the returns process and must be reported under our Replacement Policy.

      2.3. The Return and Refund Process: To ensure a smooth process, please follow these steps carefully:

      • Step 1: Initiate Your Return Request. To begin a return, you must contact us within the 30-day window by emailing support@picupmedia.com or by submitting a ticket through our contact page. Please provide your original order number to expedite the process.

      • Step 2: Shipping Your Return. You, the customer, are fully responsible for all costs associated with the return shipment. This includes, but is not limited to:

        • Return shipping and freight charges.

        • Any applicable taxes, customs duties, or tariffs related to the return.

          These costs will not be reimbursed by GemIQ. We recommend using a trackable shipping method, as we are not responsible for returns that are lost or damaged in transit.

      • Step 3: Inspection and Verification. All returned items are delivered to our offsite facility where they undergo a detailed inspection to ensure they meet the eligibility criteria. GemIQ reserves the right to refuse a refund for any item that does not pass this inspection.

      • Step 4: Refund Issuance. If the returned product passes our inspection and meets all conditions, a refund will be issued to your original payment method. Refunds are processed within 10 business days from the date of the successful inspection. Please note that your bank or financial institution may take additional time to reflect the refund in your account.

      The refunded amount will be for the product cost only. As per our terms, all original shipping costs paid at the time of purchase are non-refundable. All payments and refunds are processed in United States Dollars.

      3. Policy for Faulty, Damaged, or Missing Products.


      If you receive a product that is defective, has been damaged during shipping, or if an item is missing from your order, do not initiate a return through this policy. Instead, you must contact us immediately and within 7 days of delivery.

      These issues are handled exclusively under our Replacement Policy, which provides for a replacement product, not a refund. For complete instructions on how to file a claim for these issues, please visit our official Replacement Policy page at https://support.picupmedia.com/replacement-policy. GemIQ reserves the right to refuse a replacement if the issue is reported after 7 days of receiving the product.

      4. Contact Us.


      If you have any questions about this Policy, please contact us at support@picupmedia.com or by submitting a ticket through our official contact page.