Return and Refund Policy
Stone to Gem Opals
(A.B.N 40 913 569 396)
We have a 30-day return policy on opal purchased through our website, which means you have 30 days from the date that you purchased your item to request a return for a refund on the item or an exchange with a same cost item if available. For peace of mind, we also offer refunds or exchanges if you change your mind or if you are not happy with the item you purchased within this 30-day return Guarantee Period.
Refund or exchange eligibility
To be eligible for a refund or exchange, the item must be in its ORIGINAL CONDITION and UNDAMAGED, preferably with its original packaging. The item must not be worked on in any way, for example, cutting, polishing and jewellery setting the opal.
Any claims for a refund or exchange must be by the original buyer and within the guarantee period. Any delayed claims or requests to return items for a refund or exchange after the 30-day guarantee period may be rejected.
Please inspect your order upon reception and contact us immediately if you received the wrong item or there is a shipping error, so that we can investigate the issue and assist in making it right.
How to return an item
To START A RETURN within the 30-day guarantee period, first contact us by email at our official email address stonetogem@outlook.com and request that you want to return your item. Items sent back to us without first requesting a return may not be accepted for a refund or exchange. Please read the refund or exchange eligibility section in this policy before requesting a refund.
After receiving your request for refund, we will request the necessary information that you must provide, for example, order number, name, address and reason for claiming refund. Any other necessary proof of purchase information must also be provided at our request if required.
If your items are eligible for a refund or an exchange, we will then contact you by email and send a return shipping label and/or instructions on how and where to send your returning item.
The purchased item that you are returning and its original packaging are to be placed in another shipping parcel or box that will prevent damage for a safe return. Return shipping insurance and tracking for your return items is at your own sole discretion and is highly recommended.
Our Return and Refund Policy does not refund any shipping costs and any included taxes, import/export duties on return items for international and domestic customers. Stone to Gem Opals takes no responsibility for return items that are damaged or lost in transit or not delivered to us, this would lead to your request for a refund or exchange being rejected.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on special orders.
Items inspection prior to refund
After we receive the return items, we will inspect the items to ensure that they are in original condition for refund or exchange eligibility. Stone to Gem Opals holds the rights to inspect the items for refund eligibility prior to issuing a refund or exchange.
We will notify you once we’ve received and inspected your return items, and let you know if the refund was approved or not. If we are satisfied that your items are in original condition and the eligibility requirements in our Return and Refund Policy are satisfactory after inspection, we will then notify you and process your refund or exchange within 1-3 working days.
How you will be refunded for return items
Refunds will be issued through the same payment method as originally purchased and would generally take up to 10 working days depending on banks and other third-party payment options.
Refunds can only be sent through the original payment method as when purchased and only to the same credit card and account originally used. If a customer no longer has access to that payment method, then they need to contact the bank or agency for the original payment method to claim the funds after the refund is sent.
Where to send your return item
PO Box 2199, DEER PARK NORTH VIC 3023, Australia
Contact us
You can always contact us for any Return and Refund Policy question at stonetogem@outlook.com.
Last updated: 8/4/2022