Orders, shipping & refunds

What this policy covers

Memorial diamonds and related jewelry are custom-made to your specifications. RisenGem orders are charged in two Shopify Checkout steps—a deposit at order, and the balance after we confirm production with you. This policy describes those payment steps, typical timelines, how we communicate shipment tracking, and how refunds or cancellations work at each stage. We do not ship a separate retail "welcome kit" product; carbon-bearing materials move according to the instructions Client Care emails after your deposit clears.

Ordering & payment — deposit at order, balance after confirmation

RisenGem orders are paid in two Shopify Checkout steps: a deposit when you place the order, and the balance after we confirm production with you. Both checkouts are operated by Zyra Ltd (Colorado, United States) on Shopify Checkout, under the RisenGem™ brand.

1. Step 1 — Deposit at order. When you finish the guided order flow on risengem.com, you are redirected to Shopify Checkout to pay your deposit. The amount shown on that screen is the deposit—not the full order total—and is associated with your order number. Until your deposit clears, no growth-related laboratory work is scheduled. We email a deposit confirmation when it is received.
2. Step 2 — Materials & laboratory intake. After your deposit clears, Client Care emails written instructions for sending ashes or hair using tracked, insured shipping where stated. Our Henan, China laboratory network performs intake checks; you receive milestone updates through the lab.
3. Step 3 — Production confirmation (your action). Once intake is complete, we send a Production confirmation request—you can confirm from your customer center on risengem.com or by clicking the secure link in the email we send. This step is intentional: it is the moment you choose to proceed to substantive custom work, and it is the boundary for cancellation rules in §3 and §4 below.
4. Step 4 — Balance after confirmation. Within a short window after your production confirmation is recorded, Client Care emails a secure cart link to pay the balance through a second Shopify Checkout. You can also reach the balance link from your customer center on risengem.com when it is ready. Your balance must be paid for production to continue. Approximate payment-link validity, reminder cadence, and overdue handling are described in your balance email and in the §5 timeline below.

Both Shopify Checkouts charge a single payment method each; we do not silently re-charge the deposit method for the balance unless you choose that method again at the balance checkout. Your card statement and Shopify confirmation will show Zyra Ltd as the seller. Keep your order number—Client Care uses it with your email to locate your file.

Cancellations before production confirmation

If you need to cancel after the deposit but before you have clicked the production confirmation in Step 3 of §2, contact Client Care immediately. Whether your deposit is fully or partially refundable depends on what has already shipped or started (for example: materials in transit, intake handling fees, or third-party laboratory or carrier costs incurred on your behalf) and on applicable law. We document the stage of work on your order. Once you click production confirmation in Step 3 of §2, your order moves to §3b and §4 below.

After production confirmation but before the balance is paid

After you click production confirmation in Step 3 of §2, but before your balance Shopify Checkout in Step 4 of §2 has been completed, the file is in a brief intermediate window. Substantive growth-related work has not yet started in earnest if we are still waiting on the balance. If you need to change or cancel during this window, contact Client Care immediately—we will pause the file. Refundability of your deposit during this window depends on costs already incurred (intake, lab scheduling, etc.) and applicable law, in line with §3 above. If the balance email has not arrived within one business day of your confirmation, contact Client Care; do not assume the order has stalled. If the balance is not paid within the validity window described in your balance email, RisenGem may pause, reschedule, or cancel the order per the terms in that email and in §5 below.

Custom work after production confirmation and balance payment

Once you have clicked production confirmation in Step 3 of §2 and your balance has been paid through the second Shopify Checkout in Step 4 of §2, your memorial diamond enters substantive custom processing using your carbon source according to your confirmed specifications. From that point, 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 coordinate inbound shipment of ashes or hair (after the deposit clears) and outbound shipment of finished jewelry (after the balance clears) 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. Typical total time from completed deposit to insured delivery of the finished piece is about 10–12 weeks, but international segments, customs, and weather can extend that window—your milestone emails are the source of truth for your order.

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 on each Shopify Checkout when possible (deposit refund to the deposit checkout; balance refund to the balance checkout). 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. Note that the deposit + balance steps described in §2 are RisenGem’s own two-step Shopify Checkout flow and are different from third-party financing plans (for example Affirm) that you may see at either checkout.

Contact

Questions about this policy: info@risengem.com.