Refund and Returns Policy

At Gem Stones Ghana, we value your satisfaction and aim to provide you with quality gemstones and crystals. However, if for any reason you are not entirely satisfied with your purchase, we are here to help.

Return & Exchange Window

Our return and exchange policy lasts 5 calendar days from the date you receive your order.
If 5 days have passed since delivery, we unfortunately cannot offer a refund or exchange.

To initiate a return or exchange, please send us an email at info@gemstonesgh.com with your order receipt and details of the items you wish to return. Kindly include the reason for your return.

Please note: Only email communication will be considered for returns or complaints. Messages via WhatsApp or phone calls will not be accepted as valid complaint channels.

Eligibility for Returns & Exchanges

We will process your return or replacement request only under the following conditions:

  1. Unboxing Video Required:
    An unboxing video is mandatory for any claim regarding broken or damaged items. If a clear unboxing video showing the damage is not provided, we cannot process your claim.

  2. Defective Product:
    If the supplied product has a visible manufacturing defect.

  3. Wrong Product Delivered:
    If you received an item different from what you ordered.

  4. Condition of Returned Product:
    The product must not have been used, worn, or altered in any way.

  5. Original Packaging:
    The item must be returned in its original, unbroken, and clean packaging.

  6. Proof of Purchase:
    The original order receipt must be provided.

Non-Returnable Items

For health and hygiene reasons, certain items such as facial rollers, gua sha tools, or other personal-use products cannot be returned or exchanged.

Refunds (if applicable)

Once your returned item is received and inspected, we will send you an email notification confirming receipt and approval or rejection of your refund.

If approved:

  • Prepaid Orders: Refunds will be issued to your original payment method (credit/debit card, mobile money, etc.) within 5–7 business days.

  • Cash on Delivery Orders: Refunds will be issued in the form of store credit only.

Shipping of Return Items

To return your product, please send it to our Ghana address:

📦 Gem Stones Ghana Returns Department
Accra, Ghana (full address to be provided upon approval of return)

Only the value of the returned product will be refunded.
Return shipping costs are the customer’s responsibility. Please ensure the item is securely packed; we cannot issue refunds for damaged or worn items received.

Missing or Broken Items

Please record a clear unboxing video to support any claim of missing or damaged items. Without the unboxing video, you will not be eligible for a refund or replacement.

Order Cancellation

If you wish to cancel an order, email us promptly at info@gemstonesgh.com with your order ID.

  • If your order has not yet been shipped, you will receive a full refund within 7–10 business days.

  • If your order has already been shipped, you may refuse delivery when it arrives. Once we receive the returned parcel, we will refund the product value after deducting shipping costs.

Order Shows as Delivered but Not Received

If you receive a delivery notification but have not received your parcel, please contact us via email within 24 hours of the “delivered” status.
Failure to report within this timeframe may prevent us from resolving the issue with our courier partners.

International Orders

Please note that international orders (outside Ghana) are not eligible for returns or refunds due to customs regulations. Kindly review your order carefully before completing payment.

Late or Missing Refunds

If you haven’t received your refund after the stated time frame:

  1. Check your bank or payment account again.

  2. Contact your card issuer or bank—refund postings can take time.

  3. If still unresolved, email us at info@gemstonesgh.com for further assistance.

Exchanges

We replace items only if they are defective or damaged.
To request an exchange, email info@gemstonesgh.com and send your item to the designated Ghana return address provided.
Please note that pickup and delivery charges for exchanges will apply.

Important Notes

  • Payment gateway or transaction fees (if any) are non-refundable.

  • Gem Stones Ghana reserves the right to modify this policy at any time without prior notice. Please review our policy before placing your order.