Orders, shipping & refunds
Last updated: May 7, 2026
This page explains how RisenGem handles orders, shipping, cancellations, and refunds for products and services purchased through risengem.com. Payment is completed on Shopify Checkout; any policy links or text shown at checkout (including store policies hosted by Shopify) form part of your purchase experience. If there is a conflict between a checkout policy and this page, the version that appears at checkout for your specific order generally controls—contact Client Care if anything is unclear.
Use of the website is governed by our Website Terms of Use.
What this policy covers
Memorial diamonds and related jewelry are custom-made to your specifications once production begins. This policy describes timelines for kits and finished goods, how we communicate shipment tracking, and how refunds or cancellations work at different stages of the journey.
Ordering & payment
When you place an order through our guided flow, you pay once at Shopify Checkout (upfront, before production is scheduled). You receive an order confirmation by email with your total and line items. If you were quoted custom adjustments outside the standard flow, any agreed amount is shown before you pay. Keep your order number—Client Care uses it together with your email to locate your file.
Cancellations before production
If you need to cancel before we begin substantive custom work on your memorial diamond (including purification or growth) or before we ship a welcome kit you still wish to cancel, contact Client Care immediately. Eligibility for a full or partial refund depends on what has already shipped or started and on applicable law; we document the stage of work on your order.
Custom work after production starts
Once your memorial diamond process has begun using your carbon source according to your confirmed specifications, the order is generally non-cancellable and non-refundable except where required by law or where we agree in writing (for example, if we cannot complete the service through no fault of yours). Finished diamonds that meet the agreed specifications are not eligible for return merely because of grief-related regret—that sensitivity is why we emphasize education and consent throughout the journey.
Shipping & delivery
We ship welcome kits, return shipments for carbon-bearing materials, and finished jewelry using tracked services appropriate to your region. Risk of loss follows commercial carriers’ terms; when we arrange shipment we insure eligible parcels as described in your order materials. Delivery timelines vary by destination and customs—international orders may incur duties or taxes payable locally.
Damaged, lost, or incorrect shipments
If a shipment arrives damaged or an insured outbound shipment is lost in transit, notify Client Care within seven (7) days of delivery or the expected delivery window with photos when relevant. We will work with the carrier and our insurers where applicable. If we shipped an item that does not match your confirmed written specification, contact us so we can assess repair, remake, or another fair remedy.
How refunds are processed
Approved refunds are credited to the original payment method when possible. Timing depends on banks and payment processors (including Shopify Payments or installment partners such as Affirm when used); installment refunds follow the lender’s rules.
Contact
Questions about this policy: info@risengem.com.
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