Returns and Refunds Policy
Every piece that leaves Tesseract Gems is handmade and one-of-a-kind. Because no two pieces are alike and once a piece is gone, it's gone. All sales are final. We don't accept returns or exchanges.
That said, we stand behind our work. If something goes wrong in transit, we'll make it right.
What's Covered
Shipping damage is the one exception to our all-sales-final policy. If your order arrives broken, bent, or visibly damaged due to shipping, contact us within 48 hours of delivery and we'll review it.
Depending on the situation, we may offer:
A repair (if the piece can be fixed)
A partial refund
A full refund
We handle each case individually - there's no one-size-fits-all answer when every piece is unique.
How to File a Damage Claim
If your piece arrived damaged, here's what to do:
Don't throw away the packaging. I may ask to see it.
Contact me within 48 hours of delivery at tesseractgems@protonmail.com
Include the following in your message:
Your order number
A clear photo of the damaged item
A photo of the outer packaging (box, envelope, etc.)
Claims submitted after the 48 hour window, or without photos, cannot be processed.
We'll respond within a few business days with next steps.
What's Not Covered
We are not able to offer refunds or returns for:
Change of mind. All sales are final once payment is processed.
Natural variation in handmade pieces. Baroque pearls are organic materials. Slight differences in shape, luster, color, and size are part of what makes each piece unique; not a defect.
Color differences on screen. We photograph every piece carefully, but monitor calibration varies. If you're unsure about a color, reach out before you buy.
Damage that occurs after delivery. Once a piece is in your hands, it's your treasure to care for.
Lost packages due to an incorrect address. Please double check your shipping address at checkout. We ship to what you provide.
Carrier delays. Once your order is handed to USPS and you have a tracking number, the timeline is in the carrier's hands.
Live Sale Pieces
Pieces sold during our Thursday Instagram Live shows, including all Studio Drop pieces are final sale with no exceptions. These pieces are sold at live only pricing, are never listed on the website, and cannot be recreated. Damage claims for live sale pieces follow the same 48 hour photo process above.
Duplicate Charges / Payment Errors
If you were charged more than once for the same order, or if a payment error occurred, contact us immediately at tesseractgems@protonmail.com with your order confirmation. We'll work with Stripe or PayPal to resolve it as quickly as possible.
Refund Processing Time
If a refund is approved, it will be issued back to your original payment method:
Payment processing time:
Stripe (credit/debit card): 5–10 business days
PayPal: 3–5 business days
Venmo (live sale payments): 1–3 business days
Processing times are set by your bank or payment provider. I can't speed them up once a refund is issued.
Questions?
I'd rather talk it through than have you feel stuck. Reach out anytime:
Tesseract Gems
Email: tesseractgems@protonmail.com
Website: tesseractgems.com
Instagram: @tesseractgems
