1. Inspection After Delivery

Inspect cartons and products promptly. Unless a quotation states a different period, report visible damage, shortage or a clear specification issue within 7 calendar days of delivery. Keep all products, cartons, labels, packing materials and shipping documents while the claim is reviewed.

2. Information Required for a Claim

• Order or quotation number and affected item.
• Description and quantity of the issue.
• Clear photos and, where useful, an unpacking video.
• Carton, product and carrier labels.
• Whether the carrier recorded visible damage.

3. Natural Variation

Differences in colour, pattern, inclusion, transparency, shape, weight and dimensions that are normal for natural crystal are not defects when products remain within the agreed specification or sample range.

4. Non-Returnable Products

Custom-made, private-label, printed, engraved, assembled-to-order, approved-sample, opened, altered or used products are generally not returnable unless they have a verified defect or do not meet the written specification.

5. Eligible Stock Returns

Unused standard stock products may be considered for return when authorised in writing and returned in original condition and packaging. Return freight and related fees are the buyer’s responsibility unless the return results from our verified error.

6. Available Resolutions

Depending on the evidence and circumstances, an approved claim may be resolved by replacement, repair, credit, partial refund or refund for the affected goods. Freight, bank fees, duties and taxes are not refundable unless expressly agreed.

7. Refund Processing

Approved refunds are issued through an agreed method after required inspection or return. Processing time may vary by bank, payment provider and currency. No refund is considered final until confirmed in writing.

8. Cancellation

Contact us immediately if you need to cancel. Deposits, sample, artwork, tooling, procurement and production costs already incurred may be non-refundable. Custom orders cannot normally be cancelled after materials, printing or production have begun.

9. Contact

Send claims to info@gemsmountain.com or WhatsApp +86 156 5179 5173.