Gemrock Crystals Return & Cancellation Policy

At Gemrock Crystals, your satisfaction is our top priority. We are committed to providing high-quality products and exceptional service. While issues are rare, we’re here to ensure that any concerns are resolved quickly and seamlessly.

Our Commitment to Your Satisfaction

From 2020 to 2024, only 0.019% of our orders encountered issues such as returns, damages, or losses—an incredible track record compared to the 8-10% return rate at physical stores and 18-20% for online retailers.

This success is a testament to our careful packaging, attention to detail, and dedication to quality. If you ever have an issue, we’re here to help make things right.

Returns Policy

We want you to feel completely satisfied with your purchase. If our products don’t meet your expectations or resonate with you, we’re happy to offer a 30-day return policy for a refund of the item’s cost.

However, due to the nature of our products and the associated processing costs, some returns may be subject to a restocking fee (see details below).

Restocking Fee & Refund Processing

We strive to keep returns simple and fair. However, because of processing costs and quality control measures, a 10% restocking fee may apply for non-defective returns and cancellations to cover administrative and repackaging expenses.

🔹 No Restocking Fee Will Be Charged If:

• The item was damaged in transit or was sent in error.

• You are exchanging for store credit instead of a refund.

🔹 A 10% Restocking Fee May Apply If:

• You are returning an item due to a change of mind.

• The product was as described but does not meet your personal preferences.

Refunds are processed within 1-2 business days after we receive the returned item and will be issued to your original payment method.

Shipping Costs & Free Shipping Orders

📌 Return Shipping Costs: Unless there was an error on our part or the item was damaged in transit, return shipping costs are the customer’s responsibility.

📌 Free Shipping Adjustments: If your return causes the total order value to fall below the free shipping threshold, our standard shipping fee of $5.99 will be deducted from the refund amount.

How to Initiate a Return

✅ Contact Us: Email us at info@gemrockcrystals.com to request a Return Merchandise Authorization (RMA) number.

✅ Package Your Item: Securely package your item(s) and ensure they are returned in their original condition.

✅ Follow Return Instructions: Use the detailed return instructions provided by our team to complete your return.

Order Cancellations & Partial Refunds

Orders can be canceled for a refund as long as they have not been shipped. Please contact us immediately at info@gemrockcrystals.com if you need to cancel.

Important Note:

• If an order has already been processed and the payment has cleared, we do not receive a refund on processing fees from our payment provider (Stripe).

• For this reason, canceled orders will be refunded minus a 3% payment processing fee unless the cancellation is due to an error on our part.

We appreciate your understanding, as this ensures we can continue offering the best prices and service.

Insurance Claims

All packages are fully insured against loss or damage during transit.

📌 Filing a Damage Claim (within 2 days of delivery):

1. Email us at info@gemrockcrystals.com.

2. Include clear photos of:

   • The damaged item(s).

   • The packaging materials.

   • The shipping box.

📌 Filing a Loss Claim:

• U.S. Orders: Eligible if not delivered within 20 calendar days.

• International Orders: Eligible if not delivered within 40 calendar days.

We’ll work with you to resolve the issue promptly, including offering a replacement or refund.

Exchanges

Exchanges are treated as returns. You can choose to receive store credit or a refund for your returned item and then place a new order for the desired product.

Items Not Eligible for Return

🔹 Products not in resalable condition (damaged or altered by the customer).
🔹 Custom-made or personalized orders.
🔹 Bulk or wholesale orders (see bulk return policy below).
🔹 Discounted, final-sale, or clearance items.

📌 Bulk & Wholesale Return Policy
For bulk orders, all returns must include the original quantity purchased. Partial returns may not be accepted.

Why Choose Gemrock Crystals?

✅ Full Insurance: Every package is insured for your peace of mind.
✅ Fast Processing: Refunds and replacements are handled quickly.
✅ Proven Reliability: With less than 1 in 600 orders experiencing issues, you can shop with confidence.

If you have any questions, please don’t hesitate to reach out at info@gemrockcrystals.com.