Return & Refund Policy

30-day money-back guarantee. We stand behind every gemstone we sell. Risk-free buying with complete customer satisfaction guaranteed.

30-Day Money-Back Guarantee

We want you completely satisfied with your purchase.

If your gemstone is not as described or you're not satisfied for any reason, return it within 30 days for a full refund. We stand behind every stone we sell.

What's Covered

• ✅ Not as described: Stone doesn't match photos, description, or specifications
• ✅ Quality issues: Undisclosed damage, treatments, or defects
• ✅ Changed your mind: Simply not satisfied with your purchase
• ✅ Wrong item: Received incorrect stone or product
• ✅ Damaged in shipping: Stone damaged during transit (rare - all shipments insured)

Requirements

• 📅 30-day window: Contact us within 30 days of delivery
• 📦 Original condition: Stone must be unused, unset, unmounted
• 📋 Original packaging: Return in original packaging with all documentation
• 🔒 Secure shipping: Use insured, tracked shipping for return

How to Return

Step 1: Contact Us

Email us within 30 days of delivery with:

• Order number
• Reason for return
• Photos if applicable (damage, not as described)

Response time: We'll respond within 24 hours (business days)

Step 2: Get Return Authorization

We'll provide:

• Return authorization number (RMA)
• Return shipping address
• Return instructions
• Packaging guidelines

Step 3: Pack Securely

• Use original packaging if possible
• Wrap stone securely (bubble wrap, padding)
• Include RMA number in package
• Include copy of original invoice

Important: Insure your return shipment for full value. We're not responsible for items lost or damaged in return transit.

Step 4: Ship Back

• Ship to provided return address
• Use tracked, insured shipping
• Keep tracking number
• Email us tracking information

Step 5: Receive Refund

• We inspect returned item (1-2 business days)
• Refund processed (5-7 business days)
• Refund to original payment method
• Email confirmation sent

Refund Details

What's Refunded

• ✅ Full purchase price: 100% of stone cost
• ✅ Original shipping: If item is faulty or not as described
• ✅ Return shipping: If item is faulty or not as described (we reimburse)

What's Not Refunded

• ❌ Return shipping: Customer pays unless item is faulty
• ❌ Original shipping: If you simply changed your mind
• ❌ Certification fees: If you requested independent lab reports
• ❌ Custom work: If stone was custom cut or modified

Processing Time

• Inspection: 1-2 business days after we receive return
• Refund processing: 5-7 business days
• Bank processing: Additional 3-5 days (varies by bank)
• Total time: 7-14 days from when we receive return

Refund Method

Refunds are credited to your original payment method:

• Credit/debit card: 5-7 business days
• PayPal: 3-5 business days
• Bank transfer: 5-10 business days

Exchanges

Can I Exchange?

Yes! We're happy to help you find the perfect stone.

Exchange process:

1. Contact us to discuss exchange options
2. We'll help you select alternative stone
3. Return original stone (same process as returns)
4. We'll ship replacement stone once we receive return
5. Price difference refunded or charged as applicable

Exchange shipping: Same policy as returns - we cover shipping if original item was faulty, customer pays if simply changing preference.

Special Circumstances

Damaged in Shipping

All shipments are fully insured. If your stone arrives damaged:

• Contact us immediately (within 48 hours)
• Provide photos of damage and packaging
• We'll file insurance claim
• Replacement or full refund provided
• We handle all insurance paperwork

Lost in Shipping

If your order doesn't arrive:

• Contact us after expected delivery date
• We'll track shipment and investigate
• If confirmed lost, we file insurance claim
• Replacement or full refund provided
• No cost to you

Wrong Item Received

If you receive the wrong stone:

• Contact us immediately
• We'll arrange return shipping (we pay)
• Correct stone shipped immediately
• Full refund if you prefer

Set or Mounted Stones

Once a stone is set or mounted in jewelry:

• Returns not accepted (stone is now used)
• Exception: If stone is faulty or not as described
• Recommendation: Inspect stone thoroughly before setting
• We provide setting recommendations to help

International Returns

International Customers

• Same 30-day guarantee applies
• Customer pays return shipping
• Use tracked, insured international shipping
• Customs forms required
• Mark as 'Return' to avoid duties
• Refund in original currency

Customs & Duties

• Original customs/duties not refundable
• Return shipment may incur fees (varies by country)
• Customer responsible for return customs fees

Frequently Asked Questions

Contact Us About Returns

Need to initiate a return or have questions?

• Email us with order number and reason for return
• We respond within 24 hours (business days)
• We'll guide you through the process
• No hassle, no questions asked

Contact Us About Returns →

Why Our Guarantee Matters

We stand behind every gemstone because:

• ✅ Quality confidence: We hand-select every stone
• ✅ Accurate representation: Photos and descriptions match actual stones
• ✅ Complete transparency: Full disclosure of treatments and characteristics
• ✅ Customer satisfaction: Your happiness is our priority
• ✅ 20+ years experience: We know gemstones and customer service

Our low return rate (under 2%) proves our commitment to quality and accurate representation.

Shop with Confidence

Ready to find your perfect gemstone?

• Browse Queensland sapphire collection
• Read our buying guide
• Why buy from RichosRocks
• Read customer reviews
• Book free consultation

Last updated: December 2025 | 30-day money-back guarantee | Brisbane-based since 2005 | Customer satisfaction guaranteed