Return & Refund
We hope you will be delighted with your purchase. However, if for any reason you wish to return an item, you have the right to do so within 14 days of receiving your order, in accordance with applicable consumer legislation.
To initiate a return, please contact us by email at info@gemdecors.com as soon as possible. Returned items must be unused, in their original condition and, whenever possible, in their original packaging. Unless otherwise agreed, the cost of return shipping is the responsibility of the customer.
Once we have received and inspected the returned item, your refund will be processed within 14 days using the original payment method. Please note that the original shipping costs are non-refundable, except where required by applicable law.
Custom Orders
Custom orders and specially sourced items purchased specifically at the customer's request cannot be returned.
To help you make an informed purchase, we encourage you to carefully review the product description, dimensions, photographs, and any additional information before placing your order. If you have any questions, we are always happy to assist you prior to your purchase.
Claims
As every mineral is a unique creation of nature, natural variations in colour, pattern, transparency, texture and crystal formation should be expected. Small inclusions, natural fractures, growth lines, uneven surfaces and other naturally occurring characteristics are part of the stone's individual beauty and are not considered defects.
Please also note that colours may appear slightly different depending on lighting conditions, screen settings and photographic equipment. While we strive to represent every product as accurately as possible, minor colour variations between the photographs and the actual product do not constitute a defect.
If you believe that a product is defective or otherwise does not conform to your order, please contact us as soon as possible by email at info@gemdecors.com. Please describe the issue in as much detail as possible and, where applicable, include clear photographs illustrating the problem.
Claims are handled in accordance with applicable consumer protection legislation. If your claim is found to be valid, we will offer an appropriate remedy, which may include repair, replacement, a price reduction or a full refund, depending on the circumstances.
If your concern relates solely to the natural characteristics of the mineral or minor colour variations as described above, our standard Returns & Refunds policy applies.
Damaged Items
We carefully inspect every item before shipment and package all orders with great care to ensure they arrive safely.
If your order arrives damaged during transport, please notify us as soon as possible, and no later than 3 days after delivery, by emailing info@gemdecors.com. To help us investigate the claim, please include clear photographs of:
- the damaged item,
- the original packaging,
- the shipping box (including any visible external damage),
- and the shipping label.
Please retain all original packaging and packing materials until the claim has been resolved, as the carrier may require them as part of the investigation.
To comply with the carrier's claims procedures and strict claim reporting deadlines, all reports of shipping damage must be submitted by email to info@gemdecors.com. This provides a clear and documented record of your claim and enables us to process it in accordance with the carrier's requirements. While we are always happy to communicate through social media, messages sent via Instagram, Facebook, or other platforms cannot be considered an official notification of a shipping damage claim. The date and time of the email will be considered the official time of notification.
Every claim is assessed individually, and we will always do our best to find a fair and reasonable solution. Please note that we cannot accept claims for damage resulting from misuse, accidental damage after delivery, normal wear and tear, or improper handling.