Faulty Items Return Policy

Faulty Items Return Policy

At Gem Rock Auctions we understand the significance of trust and authenticity in all gemstone purchases. We uphold a stringent commitment to quality assurance for every gemstone sold through our platform. In the unlikely event that you are dissatisfied with your purchase and discover any disparities between the received item and its description, our return process is designed to assist you promptly and efficiently.

Return Eligibility:

1. Inaccurate Description: If the gemstone received does not match the description provided at the time of purchase, encompassing disparities in type, color, clarity or size, you may qualify for a return.

2. Misleading Images: Should the gemstone substantially differ from the images presented on our platform, you reserve the right to initiate a return process.

3. Damaged or Defective Items: In the event of receiving a damaged or defective gemstone, if you purchased insurance, you are eligible for a return or exchange. In the absence of insurance, it will be at the seller's discretion.

Return Process:

1. Initiating a Return: Contact the seller within 7 days of receiving your order to initiate a return process. The seller is obligated to respond within 5 business days. If resolution with the seller proves futile or they fail to respond, you may escalate the matter to us for assistance. Reach us via email at hello@gemrockauctions.com or raise a support ticket.

2. Providing Proof: To facilitate your return request, provide adequate proof of the discrepancy. This may include clear photographs illustrating the disparities between the received item and its listed images.

3. Approved Lab Tests: Depending on the nature of the discrepancy, approved lab tests from recognized gemological laboratories may be necessary. These tests support your return request with additional evidence. Unfortunately due to discrepancies in results, Presidium gem testers do not provide enough information to make decisions on and will not be accepted.

4. Return Authorization: The seller will review your case and the provided evidence. Upon approval, a return authorization will be issued along with instructions for return shipment.

5. Return Shipment: Ensure secure packaging for the item's return shipment. We recommend utilizing a traceable shipping method with insurance to mitigate potential loss or damage during transit.

6. Inspection and Refund: Upon receipt, the seller will inspect the returned gemstone. Refunds will be initiated using the original payment method within 5 business days, provided the gemstone meets the return criteria.

Note: Returns are accepted solely for gemstone in their original condition, unworn, unchanged, and accompanied by all original documentation and packaging.

Seller Options:

1. Offer Full Refund: Upon acceptance of the return request, the seller will issue a full refund, inclusive of the original postage cost. Return postage will also be covered by the seller.

2. Replacement or Exchange: Some sellers may offer the option of a replacement or exchange instead of a refund.

3. Communication: Sellers may reach out to request additional details regarding your return request.

At Gem Rock Auctions we are dedicated to ensuring a seamless and trustworthy shopping experience.

For further inquiries or concerns regarding our Faulty Items Return Policy, please do not hesitate to contact us.