GemsMart Customer Guidelines

Welcome to GemsMart, a trusted online marketplace for gemstones and jewelry. These Customer Guidelines are designed to help buyers understand how to use the platform responsibly, securely, and efficiently. By using GemsMart, you agree to follow these guidelines in addition to our Terms & Conditions and related policies.

1. Account & Eligibility

• Customers must be 18 years or older and capable of entering a legally binding agreement under U.S. law.
• Each customer may maintain one registered account.
• You are responsible for safeguarding your login credentials and account activity.

2. Understanding the Marketplace Model

• GemsMart operates as a marketplace platform connecting buyers with independent sellers.
• GemsMart does not own, manufacture, or physically inspect gemstones or jewelry listed on the platform.
• Product details, pricing, and availability are provided by sellers and should be reviewed carefully before purchase.

3. Product Listings & Purchase Decisions

• Review product descriptions, images, certifications, measurements, and shipping details thoroughly before placing an order.
• Prices, taxes, shipping costs, and applicable fees are displayed at checkout.
• Customers are encouraged to make informed purchasing decisions prior to confirming payment.

4. Payments & Checkout

• Payments must be completed through GemsMart’s approved payment methods.
• Digital wallets and installment payments are not supported at this time.
• All payments are processed securely and may be held under an escrow-style payment system until transaction conditions are satisfied.

5. Shipping & Delivery

• Shipping is fulfilled by sellers using approved carriers.
• Estimated delivery times may vary due to carrier, customs, or logistical factors.
• Customers should track shipments using the details provided after dispatch.

6. Receiving Your Order (Security Requirement)

• Record a continuous, unedited video while opening the delivered parcel.
• Ensure the shipping label, package condition, and contents are clearly visible.
• Failure to provide this video may result in return or dispute requests being declined.

7. Returns & Refunds

• Returns are accepted only if they fully comply with GemsMart’s Return & Refund Policy.
• Items must be returned in original condition with all packaging, documentation, and accessories.
• If a return is approved, shipping charges, marketplace commissions, processing fees, and applicable or non-recoverable taxes may be deducted.
• The refund issued will reflect the net refundable amount after deductions.

8. Disputes & Issue Resolution

• Any concerns regarding orders must be reported within the timeframes stated in platform policies.
• Disputes are reviewed through a neutral procedural process, which may involve a dispute committee.
• Resolutions are reached based on evidence, platform policies, and mutual consent where applicable.
• Neither GemsMart nor sellers are automatically deemed at fault during the dispute review process.

9. Communication Guidelines

• All communication with sellers must occur exclusively through GemsMart’s internal messaging system.
• External communication (email, WhatsApp, social media, or direct contact) is not permitted.
• Respectful and professional conduct is required at all times.

10. Ratings & Feedback

• Customers are encouraged to leave honest, factual, and respectful feedback after completing a transaction.
• Feedback must reflect the actual transaction experience.
• Feedback must not contain abusive, misleading, or defamatory content.

11. Prohibited Activities

• Providing false or misleading information.
• Attempting to bypass the platform’s payment or messaging systems.
• Abusing return or dispute processes.
• Engaging in fraudulent or manipulative behavior.

Violations of these guidelines may result in account suspension or termination.