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Refund and Returns Policy

Effective Date: 3/9/2024

At Mas Gemstone, we are committed to providing high-quality gemstones and ensuring customer satisfaction. If you are not completely satisfied with your purchase, our Return and Refund Policy provides you with detailed information on how to return an item and the conditions under which refunds are issued.

1. Returns

  • Eligibility for Returns: To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Custom-made or personalized items are not eligible for returns unless they arrive damaged or defective.
  • Return Period: You have 21 days from the date of purchase to return an item.
  • How to Initiate a Return: To initiate a return, please contact our customer service team at masgemstone@gmail.com  with your order number and reason for the return. We will provide you with instructions on how to return your item.

2. Non-Returnable Items

Certain items are non-returnable and non-refundable, including:

  • Custom-made or personalized items
  • Items that have been used or damaged after delivery
  • Gift cards

3. Refunds

  • Processing of Refunds: Once we receive your returned item, we will inspect it and notify you of the status of your refund. If your return is approved, we will initiate a refund to your original method of payment. The refund may take 2-3 business days to process, depending on your payment provider.
  • Partial Refunds: In certain situations, only partial refunds are granted if :
    • Any item not in its original condition, is damaged, or missing parts for reasons not due to our error
    • Any item that is returned more than 21 days after delivery

4. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us at masgemstone@gmail.com .

5. Shipping Costs

  • Return Shipping: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
  • Lost or Damaged Returns: If you are shipping an item over 75$ you should consider using a traceable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

6. Contact Us

If you have any questions about our Return and Refund Policy, please contact us at masgemstone@gmail.com.