Returns & Refund Policy

Exchange Policy

At Gemstone Creations Australia, we know that sometimes you make the wrong choice when purchasing items, especially online, and may want something else entirely different. That is why if you have changed your mind about your purchase, we will be pleased to offer you an exchange or credit on most of our products, as long as you contact within 7 days of receiving your order.

Subject to the Consumer Guarantees, returns and exchange claims that are lodged within 7 days of receiving your item can be exchanged subject to the following conditions:

• You must provide a proof of purchase such as a tax invoice
• The item must be in re-saleable condition, including its original packaging, is unused and as sold to you.

All returns and exchanges must be lodged by contacting us at support@gemstoncreations.com.au otherwise your return will not be accepted.

Customers are responsible for all shipping charges in returning an item to Gemstone Creations Australia unless the item is identified as damaged. Shipping costs for the original item received are non-refundable.   You should consider using a trackable shipping service and purchasing insurance.  We obviously can’t guarantee that we will receive your returned item and we are not liable for any loss or damage caused during shipping it back to us.

If you choose to exchange your item, you will also need to pay the shipping amount for the exchanged item that you order.

If we receive the item you wish to exchange back from you broken or damaged in any way, and you purchased insurance, then you will be required to initiate an insurance claim with that provider. Your refund or exchange will be delayed until the insurance claim is settled. If the insurance company or the delivery company denies the claim then no refund will be issued or exchange approved.

It is the customer's responsibility to package the product and return it as safely and securely as possible to ensure that there is no breakage during shipping.

We reserve the right to charge a delivery cost for the exchanged item you choose to replace the original item. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Our change of mind policy does not apply to the following products:

• Special Order Items
• Sale Items

Damaged Items

As per Australian Consumer Law, we are not required to provide a refund or replacement if you change your mind.

If your item has arrived damaged, you must advise us within 7 days of the day that you receive delivery of the item. To initiate a refund or exchange and report a damaged product received, you must send us an email to support@gemstonecreations.com.au within 7 days of delivery of the product. We will provide further instructions on how to proceed. 

You will be able to choose between a refund or exchange if the item we provide you has a major problem. This is when the item:

• has a problem that would have stopped someone from buying the item if they had known about it
• is significantly different from the sample or description

If the problem is not major, we will be able to repair or replace the item within a reasonable time frame.

If you would like to know more information in relation to your rights, please refer to the ACCC’s official website here.

As the customer, you are solely responsible to open the package and fully inspect the product within 7 days of delivery of the item in order to assess if any damage has occurred. You must then inform us via email at support@gemstonecreations.com.au within 7 days of having received the item.

If you do not contact us as outlined above within 7 days, we will deny your claim and no exchange or refund will be provided.

If you have received a damaged product, you will need to take photos and video of the damaged product as well as the internal packaging and the box from various angles while also taking special notice of any damage to the exterior packaging. You will also need to provide photos or footage of the shipping label. DO NOT throw away any of the packaging material, paper, plastic, bubble wrap or external box as we will require all those items to process any potential insurance claim.

Note: As most of our products are unique in nature and handmade, in most cases we will not have an exact match as a replacement. In these cases, we will issue a credit towards a replacement product of your choice or a refund if you so choose. In the event that you choose a replacement and the replacement product is less than the value of the original product you purchased, we will issue a refund for the difference. In the event that the replacement product is more than the value of the original product you purchased, you will be required to pay the difference.

Our contact details are below and we will respond to your query as soon as possible.
Email: support@gemstonecreations.com.au
Ph: (03) 9755 5773
Return Address
PO Box 510
Brentford Square VIC 3131