Refund policy
Returns Policy
For products sold by vendors (on the STONEGEMS website), please refer to the vendor website for their Return Policy.
Most new, unopened items may be returned within 14 days of delivery for a full refund. If a return is due to our error—such as receiving an incorrect or defective item—we will cover the return shipping costs.
We offer a 14-day return window, meaning you have 14 days from the date you receive your item to request a return.
Return conditions:
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Returns accepted within 14 days
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Return shipping is the responsibility of the customer
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A 30% restocking fee applies
To qualify for a return, items must be in the same condition as received—unused, unworn, with all original tags attached, and in the original packaging. A receipt or proof of purchase is also required.
How to Start a Return
To initiate a return, please contact us at info@stonegems.com.
Approved returns must be sent to the address of our vendor(s).
If your return request is approved, we will provide a return shipping label along with detailed instructions on how and where to send your package. Please note that items returned without prior authorization will not be accepted.
For any questions regarding returns, feel free to reach out to us at info@stonegems.com.
Order Cancellations & Refunds
Order cancellations made within the 14-day cancellation period may be subject to fees. Please be aware that credit card processing fees are incurred twice—once when the order is charged and again when the refund is processed through our merchant service provider. These fees, which may total up to 8% of the transaction amount, are non-refundable to us and will be deducted from any refund issued.
Additionally, cancellations may incur shipping, delivery, or processing costs already initiated to fulfill the order. Any such expenses will also be deducted from the final refund to cover costs incurred by the company.
Damages & Issues
Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact us immediately so we can assess the situation and resolve it promptly.
Exceptions / Non-Returnable Items
Certain items are not eligible for return, including custom products, such as special orders or personalized items.
Exchanges
To receive a different item as quickly as possible, we recommend returning your original purchase first. Once the return is approved, you may place a new, separate order for the desired item.
European Union 14-Day Cooling-Off Period
If your order is shipped to the European Union, you are entitled to cancel or return your purchase within 14 days, for any reason and without justification. Returned items must meet the same conditions outlined above: unused, unworn, with tags, in original packaging, and accompanied by proof of purchase.
Refunds
Once your return is received and inspected, we will notify you regarding the approval status of your refund. If approved, your refund will be issued to your original payment method within 10 business days. Please note that processing times may vary depending on your bank or credit card provider.
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at info@stonegems.com.