Customer Care

Returns & Refund Policy

We want you to love your gemstone. If the energy isn’t right, or the stone isn’t what you expected, we’re here to help make it right.

Policy Details

Return Eligibility
  • To be eligible for a return, your gemstone or mineral specimen must be in the same condition that you received it: unused and in its original packaging.
  • You have 14 days after receiving your item to request a return. Please ensure the receipt or proof of purchase is included in your return package.
  • Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately.
  • For damaged items, please send us photos of the packaging and the damage to support@pkgems.com within 48 hours of delivery so that we can evaluate the issue and make it right.
  • The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new gemstone.
  • Note: Custom-cut stones or personalized jewelry cannot be exchanged unless defective.
 

  • We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

  • If approved, you’ll be automatically refunded on your original payment method within 10 business days.

  • Please remember it can take some time for your bank or credit card company to process and post the refund too.

Still have questions?

Our support team is available Mon-Fri.

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