Refund and Returns Policy

Last updated: 26 July 2026

We want every wholesale buyer to be happy with their order. This policy explains how we handle damaged, defective, or incorrect items, and what to expect if something isn’t right with your order.

1. Natural stone variation

Crystals, agate and gemstone products are natural materials. Every piece is unique, and small differences in colour, pattern, size, and finish are normal, not defects. Please refer to product photos as a general representation rather than an exact match for every individual piece. Because of this, refunds or returns are not offered simply because a piece looks slightly different from the photos shown on our website.

2. Damaged or defective items

If your order arrives damaged or with a genuine manufacturing defect, we’ll make it right. Please:

  • Check your shipment as soon as it arrives
  • Contact us within 7 days of delivery at info@zaragems.com
  • Include your order number, clear photos of the damaged or defective items, and photos of the packaging if the damage looks shipping-related

Once we’ve reviewed the claim, we’ll offer a replacement, a credit note toward your next order, or a partial/full refund for the affected items, depending on the situation. We’re not able to process claims reported after 7 days of delivery, as it becomes difficult to confirm the issue occurred before dispatch.

3. Incorrect items received

If you receive the wrong product, wrong quantity, or an item that doesn’t match your confirmed order, contact us within 7 days of delivery with your order number and photos. We’ll arrange a correction, replacement, or refund for the affected items.

4. Items that cannot be returned

Because we deal in bulk, made-to-order and custom wholesale goods, the following are not eligible for return or refund unless damaged or defective on arrival:

  • Custom, engraved, or private label orders made to your specifications
  • Orders that have been altered, packaged, or resold by the buyer
  • Products correctly delivered as per the confirmed order, sample, or specification
  • Change-of-mind returns on standard stock orders once dispatched

5. Samples

Sample orders are non-refundable once shipped, as outlined in our Terms & Conditions, except in cases of damage or defect covered under Section 2 above.

6. Return shipping

If a return or exchange is approved for a damaged, defective, or incorrect item, we’ll confirm the return process and cover reasonable return shipping costs for the affected items. Buyers are responsible for return shipping costs in cases not covered under this policy, such as change-of-mind returns where a return is agreed at our discretion.

7. Refund method and timing

Approved refunds are issued to the original payment method used for the order, or as a credit note toward a future order, depending on what’s agreed with our team. Please allow up to 10–14 business days for a refund to reflect, depending on your bank or payment provider.

8. International orders

For export shipments, please note that we’re not responsible for delays, damage, or losses caused by customs processing or international shipping carriers once the shipment has left our facility, except where covered under Section 2 for verified transit damage. We’ll always work with you to resolve genuine issues wherever reasonably possible.

9. How to start a claim

To report an issue with your order, email us with your order number, a description of the problem, and clear photos:

We aim to respond to all claims within 2–3 business days.

10. Changes to this policy

We may update this Refund and Returns Policy from time to time. The “Last updated” date at the top of this page reflects the most recent version.