Last updated: September 8, 2026
This Return & After-Sales Policy ("Policy") applies to all orders placed on https://www.gemgra.com (the "Site"). By placing an order, you acknowledge that you have read, understood, and agreed to this Policy.
1. Loose Stones Are Custom Products
All loose stones sold on this Site are made-to-order custom products. Due to their customized nature, loose stones are non-returnable and non-exchangeable except in cases of quality issues as described in Section 4 below. Personal-preference cancellations, returns, or refunds are not accepted for loose stones.
2. Shipping Timeframe
- In-stock items: Shipped within 3 business days of order confirmation.
- Out-of-stock items: Will be scheduled for custom production. Please allow 7 business days before shipment can be arranged.
Shipping timeframes refer to dispatch from our facility and do not include carrier transit time, customs clearance, or last-mile delivery, all of which are outside our control.
3. Customs Clearance Responsibility
3.1 Customer Responsibilities
Please note that some countries/regions may require additional customs clearance procedures or impose import duties, taxes, or related fees according to local regulations. The customer is responsible for:
- Completing all customs clearance procedures;
- Providing any documents required by the customs authorities (for example, proof of identity or letter of authorization);
- Paying all import duties, taxes, customs fees, warehousing charges, and any other clearance-related costs in the destination country.
3.2 Non-Refundable Charges
All customs duties, taxes, customs fees, warehousing charges, and any other costs related to customs clearance are borne by the customer and are non-refundable.
3.3 Refusal or Non-Cooperation
If the customer refuses to pay duties, fails to cooperate with customs procedures, or rejects the goods, any resulting costs — including but not limited to return shipping, customs duties, warehousing fees, and handling fees — may be deducted from any applicable refund.
3.4 No Cancellation for Customs Reasons
Because loose stones are custom-made specialty items, they cannot be cancelled, returned, or refunded for personal reasons, including refusal to complete customs clearance.
3.5 Acknowledgement
By placing an order, you acknowledge and agree to assume all customs-related responsibilities and costs associated with your order.
4. Quality Issues
If the product you receive has a quality defect, please contact our customer service at gemgra@163.com for after-sales support. We will review your case and, where a genuine quality issue is confirmed, work with you to resolve it in accordance with applicable consumer protection law. Depending on the nature of the issue, remedies may include repair, replacement, or refund, to be determined on a case-by-case basis.
5. Statutory Rights Disclaimer
This Policy sets out our standard after-sales practices. Nothing in this Policy is intended to exclude, restrict, or modify any non-excludable rights you may have under applicable mandatory consumer protection laws in your country of residence, including but not limited to statutory rights regarding faulty goods. Where any provision of this Policy is found to be unenforceable or invalid under such mandatory law, that provision will be limited or struck down only to the extent necessary, and the remaining provisions of this Policy will continue in full force and effect. Any additional or different rights granted by local law remain fully available to you.
6. Contact Us
For any after-sales inquiries, including quality concerns, please contact:
- Email: gemgra@163.com
- Subject line: "After-Sales Inquiry — Order #[Your Order Number]"
Please include your order number, a description of the issue, and, where applicable, clear photos of the product so we can assist you promptly.