Return & Refund Policy
Our Return & Refund Policy
At RichosRocks, your satisfaction is our priority. We want you to love your gemstones! If you're not completely satisfied, we offer a straightforward return process.
14-Day Return Window
You have 14 days from the date of delivery to return your purchase for a refund or exchange. To be eligible for a return, your gemstone must be:
- In its original, unaltered condition (unset, uncut, unmounted)
- In the original packaging
- Accompanied by the certificate of authenticity
- Free from any damage or modifications
Non-Returnable Items
The following items cannot be returned:
- Gemstones that have been set in jewelry
- Gemstones that have been cut, polished, or altered in any way
- Custom orders or specially sourced stones (unless defective)
- Items purchased more than 14 days ago
How to Initiate a Return
Step 1: Contact Us
Email us at richosrocksstore@gmail.com within 14 days of delivery with:
- Your order number
- Reason for return
- Photos of the gemstone (if applicable)
Step 2: Receive Return Authorization
We'll review your request and provide:
- Return authorization number
- Return shipping instructions
- Return address
Step 3: Ship Your Return
Package the gemstone securely and ship it back to us:
- Use tracked, insured shipping (required for items over $100 AUD)
- Include your return authorization number
- Keep your tracking number for your records
Step 4: Receive Your Refund
Once we receive and inspect your return (typically 2-3 business days), we'll process your refund within 5-7 business days.
Return Shipping Costs
- Customer's Responsibility: You pay return shipping unless the item is defective or we made an error
- Our Responsibility: We pay return shipping if the item is defective, damaged, or incorrect
We strongly recommend using tracked, insured shipping for returns. RichosRocks is not responsible for items lost or damaged during return shipping.
Refund Method
Refunds will be issued to your original payment method:
- Credit/debit card refunds: 5-10 business days (depending on your bank)
- PayPal refunds: 3-5 business days
- Shop Pay refunds: 3-5 business days
Note: Original shipping costs are non-refundable unless we made an error or the item is defective.
Exchanges
We're happy to exchange your gemstone for another item of equal or greater value. To request an exchange:
- Follow the return process above
- Indicate which item you'd like instead
- We'll ship your exchange once we receive your return
- If the new item costs more, we'll invoice you for the difference
- If the new item costs less, we'll refund the difference
Defective or Damaged Items
If your gemstone arrives damaged or defective:
- Contact us immediately (within 48 hours of delivery)
- Provide photos of the gemstone and packaging
- Do not discard packaging materials
We'll arrange for:
- Free return shipping (we'll send you a prepaid label)
- Full refund or replacement (your choice)
- Expedited processing
Wrong Item Received
If we sent you the wrong gemstone:
- Contact us immediately at richosrocksstore@gmail.com
- Provide photos of what you received
- We'll send you a prepaid return label
- We'll ship the correct item as soon as we receive your return
Cancellations
Before Shipping:
You can cancel your order anytime before it ships for a full refund. Contact us at richosrocksstore@gmail.com with your order number.
After Shipping:
Once your order has shipped, you'll need to follow our standard return process once you receive the item.
International Returns
International customers are responsible for:
- Return shipping costs
- Any customs duties or taxes incurred during return shipping
- Ensuring the package is properly declared for customs
We recommend purchasing shipping insurance for international returns.
Inspection Process
When we receive your return, we'll inspect it to ensure:
- The gemstone is in original condition
- No alterations have been made
- All original packaging and documentation is included
If the return doesn't meet our criteria, we'll contact you before processing the refund to discuss options.
Questions About Returns?
We're here to help make your return as smooth as possible!
Email: richosrocksstore@gmail.com
Phone: 0477407369
Hours: Monday-Friday, 9am-5pm AEST
Last updated: October 2025