Returns & Exchanges
Can I get a refund on my purchases?
- Returns and exchanges are not accepted based on crystal characteristics or on change of mind.
- Natural stones are minerals from the earth and each one is beautiful and unique in pattern and crystalline composure; therefore no two crystals will ever be the same. Their appearance can vary from the images shown and they may contain tiny fissures and pits along with inclusions and beautiful markings within the crystal itself.
- If the item is faulty or broken, we will glady issue you a full refund of the purchase price. Please email us at : info@gemrox.com.au with a photo of the item and we will make contact with you to discuss the best possible solution for you.
- If the item is a one off or completely unique item,then we will offer you a full refund as the item most likely can't be replaced.
- If the item is able to be replaced, we will give you the option of whether you would like a similar replacement item,exchange for another item or a full refund.
- We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
How long does it take for a refund to be processed?
- For items that qualify for a refund, once an item is returned to us (so long as it is received in its original condition), we will process your refund within 2-3 business days.
- We refund via the same method as which you originally paid for and will notify you once the refund has been processed from our end.
How long do I have to return an item that is faulty or broken on arrival?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start the return process, you can contact us at info@gemrox.com.au
Once we receive your email, in consultation with you, together we will discuss the next steps. For example, we may send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please contact us as soon as you notice an issue at info@gemrox.com.au
Damages and issues
Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right for you. We are all about customer service and making sure our customers are happy. We will go the extra mile to ensure that you receive the best service possible.
Please reach out to us if you have any further questions as we would be happy to help you at info@gemrox.com.au. Thank you.
Best wishes
GemRox team
