Returns and Refund Policy

Last Updated: 5th October 2025

Returns – Change of Mind

We operate a 30 Day Refund Policy if you change your mind.

You have 30 days from receipt of your order to inform us that you wish to return your item/s and further 14 days to return the item/s to us, after that time your item will not be accepted.

For untracked postage we will assume receipt of the items 5 business days after we have despatched.

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.

Please email us within this time period via contact@gemstonevista.com with the following details

• Your order number, item details, and reason for return

To complete your return, we require a receipt or proof of purchase an order number will be sufficient.

We will check the product’s condition and respond to you within 3-5 working days. We cannot accept returns for items that have been damaged or altered in any way. In such cases, we will not process a refund.

Please note the buyer is responsible for return postage

Returns – Faulty Item 

We operate a 30 Day Refund Policy if you believe your iterm is faulty.

You have 30 days from receipt of your order to inform us that your item is faulty and further 14 days to return the item to us, after that time your item will not be accepted.

Please email us within this time period via contact@gemstonevista.com with the following details

• Your order number, item details, images of issue

Our customer support team will assess the product’s condition and respond to you within 3-5 working days. We cannot accept returns for items that have been damaged or altered in any way. In such cases, we will not process a refund.

Faulty Item Criteria

(a) faulty and the fault or defect was not pointed out to you before you purchased it or would not have been apparent to you when you inspected the goods before purchase; or 

(b) Not ‘of merchantable quality’, meaning that it is not of the quality that you reasonably expected when you purchased it, bearing in mind the way the item was described to you before your purchase and also the price of the item; or 

(c) Not fit for its purpose, meaning that the item does not do what you reasonably expected it would, and you return the item within a reasonable time after purchase.

Refunds

If your item is eligible for refund this will be credited to your original payment method within 14 days of approval.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at contact@gemstonevista

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded unless they are faulty.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@gemstonevista.com

Shipping returns

To return your product, contact us for details: contact@gemstonevista.com

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.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at contact@gemstonevista.com or use our contact form for questions related to refunds and returns.