Quality and Elegance you can count on!
As products can take up to 15 days in some cases to reach a customer after shipping, we allow for this difference so that a customer with exceptions noted below, can return most products to us within 45 days after shipping. We must have them back within 45 days after they were shipped to you. If not the case, see our repurchase policy below.
We use many products and may be able to repurchase products back from you (but are not obligated to). This may be the case where products do not qualify for returns. Simply send us an email at [email protected] to inquire. Do not send any products back until we have approved such matters as packages may be refused. Keep in mind that we are also in other offices, including Panama where we do much work. So keeping this in mind; do not send products back until you receive an email from us about such matters.
With noted exceptions below, you have 45 Calendar Days after we ship your items. We suggest you contact us as soon as possible if you are returning products. We must have returns back within 45 days after they have been shipped to you.
Custom made, as is, clearance, or products that indicate no returns may not be returned unless for manufacturing or product defects. Items that have been changed by the customer (including any resizing, engraving, tampering, etc.,) may not be returned. You may ask us to buy them back. This includes resizing or engraving a listed product before it leaves our locations. This will make the product custom-made. Any changes you want done to a product before it leaves our location will be the same. This is not limited to resizing, and otherwise.
Some products come with Security Tags. In such case, removing, altering or tampering with these tags, will void returns. This may be the case with a package that has a security tag attached. Removing, tampering with, or altering these tags will void returns. In cases of packages, the package will be see through and allow for a visual inspection without the necessity of removing the tag. Once the package is opened, it will void returns. As with most products, you may however ask us to buy them back from you.
For any qualified returns; returning items must be in the same condition as they were when they were shipped to you, and all products and merchandise received (Product Boxes, gifts sent, and the like (not the mailing box)) must be returned in the same condition. If you have altered or damaged the products in any way after they have left our location, the return will be refused. If we refuse a return after you have sent them back to us, we may bill you for postage to return items back to you.
If the Return is not due to an error on our part, such as sending you the wrong item (see below), we may deduct shipping or other actual processing fees that we are not able to recoup before processing returns.
Hazardous materials. Not available for returns. See the items description.
Stamps and Coins are mostly sold as is - see the items description.
Bare Metals and Bullion types of products. Generally sold as is - See the items description.
How to return a Qualified Product
For all returns that qualify, simply send an email to us at [email protected] and we will provide you with a RMA (Return Merchandise Authorization Number) that must be put on the package when mailing. Do not send products back to us before you get the RMA, as packages will be refused.
To avoid theft or rifling in the mail, we suggest that you ensure your packages and use a tracking mail service. We are not responsible for loss, damage, or undelivered packages. We strongly suggest you use packing material and take necessary steps to avoid damages in transit. Once we take possession of the packages, and inspect them, only then can we say that we have properly received your return.
Unless the return is the result of an error on our part, the customer is responsible for return postage and/or insurance. We will deduct any insurance and other fees we paid to send the package to you before we process your returns.
We don't accept cancellations as products ship out quickly.
If the return is not due to our error; and we are not able to recoup a fee charged, such as conversion fees for currency or otherwise, we may deduct it from a return. If the Return is not due to our error, we may also deduct insurance, shipping or other necessary fees that we paid to get the products to you. This includes any free shipping promotions that we may offer. We may also deduct for special gift wrapping and other fees requested by the customer before shipping. We may deduct for damaged product and other boxes if not returned in the same condition. We may also deduct a repolishing fee of up to $35.00 per item for any Jewelry returns.
Wrong Item Received
If you received a wrong item, we will send you the correct one, once we receive the wrong item back. Simply email us at [email protected] and we will provide a shipping label to send the wrong one back to us, Keep in mind the items you are returning must be in the same condition and all items (Product Boxes, Gifts sent, etc.) that came with the wrong products must be returned. We may refuse the return if the product is damaged or otherwise.
We want to once again reiterate that we use many products and may be able to repurchase products back from you (but are not obligated to). This may be the case where products do not qualify for returns. Simply email us at [email protected] to inquire.
Processing Returns - Payments
We will credit the same payment source, and the payee, when returns are finalized. If you paid by Check, we will send you a check. If you paid by a Credit or Debit Card, we will Credit the same source in the name of the customer who "actually" paid for the product. If you paid with a Store Credit, you will receive a store credit.
Thank you for S[h]opping by Not Just Stones
Quality and Elegance you can count on!