Mexi Gems is committed to providing high-quality natural gemstones and a transparent buying experience. This Refund & Returns Policy explains when returns, refunds and other remedies may be available for purchases made through mexigems.com.
1. Change of Mind Returns
For change-of-mind purchases, Mexi Gems accepts returns within 7 days of delivery, provided that:
The gemstone is in the same condition as when it was purchased.
The gemstone has not been altered, treated, damaged, recut, polished, engraved or otherwise modified after delivery.
The original item, packaging and any accompanying documentation are returned.
The item has not been damaged through misuse, negligence or improper handling.
Customers must contact Mexi Gems before sending any item back.
Change-of-mind returns are subject to approval and do not affect any rights you may have under the Australian Consumer Law.
2. Faulty, Damaged or Incorrect Items
If you receive a gemstone that is faulty, damaged, significantly different from its description, or the wrong item was supplied, please contact us as soon as reasonably possible.
Please provide:
Your order number
A description of the issue
Clear photographs or video showing the problem, where appropriate
Mexi Gems may ask you to return the item so that we can inspect and assess it.
Where Australian Consumer Law applies, your consumer guarantee rights are not affected by this policy. Depending on the circumstances, you may be entitled to a repair, replacement or refund.
For a major failure, you may have the right to choose a refund or replacement.
3. Gemstone Condition and Inspection
Because gemstones are natural products, minor variations in colour, inclusions, clarity, texture and appearance may occur.
Where a gemstone has been accurately described and photographed, natural characteristics that are consistent with the listing are generally not considered defects.
However, nothing in this section limits any rights you may have under applicable consumer law.
4. Returns of Customised or Modified Gemstones
Unless required by Australian Consumer Law, Mexi Gems may not accept change-of-mind returns for gemstones that have been:
Custom cut or recut
Custom polished
Engraved
Set into jewellery
Modified at the customer's request
Specially sourced or ordered specifically for the customer
If an item has a problem covered by Australian Consumer Law, your legal rights remain unaffected.
5. Return Shipping
For approved change-of-mind returns, the customer is generally responsible for the cost and risk of returning the item to Mexi Gems.
For an item that is faulty, damaged, incorrect or otherwise covered by a consumer guarantee, Mexi Gems will handle return shipping in accordance with applicable law.
Customers should use a secure, trackable and adequately insured shipping service when returning valuable gemstones.
Mexi Gems is not responsible for items lost or damaged while being returned by the customer where the customer has arranged the return shipping.
6. Inspection of Returned Items
All returned gemstones may be inspected upon receipt.
The gemstone must match the item originally supplied by Mexi Gems.
If a returned gemstone has been altered, damaged, substituted or otherwise materially changed after purchase, the return may be declined to the extent permitted by law.
7. Refunds
Once an approved return has been received and assessed, Mexi Gems will process any applicable refund.
Refunds will generally be made using the original payment method where reasonably possible.
Processing times may vary depending on the payment provider or financial institution.
Mexi Gems does not control the processing time of third-party payment providers.
8. Refund Exclusions
A change-of-mind refund may be refused where the return does not meet the conditions of this policy.
However, nothing in this Refund & Returns Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded under the Australian Consumer Law.
9. International Orders
Customers purchasing from outside Australia are responsible for complying with applicable import requirements, customs requirements, duties and taxes in their destination country.
Where a return is approved for an international order, return shipping arrangements will be discussed with the customer before the item is sent.
Any refund will be handled in accordance with applicable law and the circumstances of the return.
10. How to Request a Return
To request a return, please contact Mexi Gems before sending the item back.
Please include:
Full name
Order number
Date of purchase
Reason for the return
Photographs or other relevant information, where applicable
Contact:
Email: mexigems@gmail.com
Website: https://mexigems.com/
Business Name: Mexi Gems
11. Australian Consumer Law
Nothing in this policy is intended to exclude, restrict or modify the rights and remedies available to consumers under the Australian Consumer Law where those rights cannot legally be excluded.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
12. Policy Changes
Mexi Gems may update this Refund & Returns Policy from time to time.
The latest version will be published on mexigems.com with the updated "Last Updated" date.