RETURNS & EXCHANGE
Gemstonemart is committed to complete customer satisfaction. If for any reason you are not entirely satisfied with your purchase we will happily organize an exchange or refund. Please observe the following guidelines for returns processing, failure to comply with these requirements may result in delay or render the return ineligible.
- Goods must be returned within 14 days of receipt.
- Goods must be in their original condition and wrapping.
- Include a proof of purchase e.g. original email invoice, printed copy or a photocopy of receipt.
- State whether you prefer a refund or exchange.
- All returns to be sent prepaid by a certified carrier. A refund or exchange is subject to safe delivery to our warehouse.
- Made to order items and wholesale orders cannot be returned unless of manufacturing defect only.
- Customers with a history of returning goods will incur a 15% restocking charge.
Please note that a refund includes the original price paid plus tax (if applicable). It does not include insurance or freight costs. In the event an error was made in the processing of your order which was our fault we will reimburse the customer insurance and freight costs inclusive with a refund.
Defective goods: For the return of defective goods please follow the same procedure as described above. The items will be replaced with the same item. In the event an item is discontinued or out of stock we will contact you regarding your options.
Wholesale: Only items which have a manufacturing defect, have been incorrectly described or differ from the original order will be accepted for returns. All returns must be approved in advance and only within seven (7) days of receipt of the goods. Under no circumstances will goods be accepted as returns without prior approval.
