Refund policy

At Hornet Gems, customer satisfaction and trust are our top priorities. We offer a carefully curated selection of premium natural gemstones and Ethiopian opals, crafted with exceptional quality, authenticity, and meticulous attention to detail.

Please familiarise yourself with our Refund & Return Policy before placing your order.

1. Return Eligibility

We accept return requests for eligible products under the following conditions:

The product must be unused and in its original condition.
The item must be returned with its original packaging.
Return requests must be initiated within 7 days of delivery.
The gemstone must remain unaltered, undamaged, and unmodified after delivery.

To initiate a return request, please contact our dedicated support team with your order details.

2. Non-Returnable Items

Certain products are non-returnable or non-refundable, including:

Customised or made-to-order gemstones
Special sourcing requests
Products damaged due to mishandling after delivery
Clearance or final-sale items
Gift cards or promotional items

Natural gemstones have unique characteristics, and slight variations in colour, inclusions, patterns, fire, or texture are not considered defects.

3. Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please reach out to us within 48 hours of delivery confirmation. We may require the following information:

Order number
Product photographs
Images of the packaging
A description of the issue

Our team will promptly review your request and provide an appropriate resolution.

4. Refund Process

Once we receive and inspect the returned product, we will notify you regarding the approval or rejection of your refund request. If approved:

Refunds will be processed through your original payment method.
Please note that processing times may vary based on your payment provider or bank.
Shipping charges and customs duties may be non-refundable where applicable.

Hornet Gems reserves the right to reject refunds for products that do not meet our return eligibility criteria.

5. Exchange Policy

Eligible products may qualify for exchanges, subject to:

Product availability
Gemstone category
Order condition

All exchange requests are thoroughly reviewed and approved by our support team.

6. Return Shipping Responsibility

Customers are generally responsible for return shipping costs unless:

The wrong item was delivered.
The product arrived damaged.
The order contained a verified defect.

For your peace of mind, we recommend using a trackable and insured shipping method for all returns, as Hornet Gems is not liable for items lost in transit.

7. Order Cancellations

Orders can be cancelled before they are processed or shipped. Once dispatched, cancellation requests may not be feasible, and the order will fall under our return policy guidelines. Customised or specially sourced orders are not eligible for cancellation once production or sourcing has commenced.

8. Natural Gemstone Disclaimer

Every gemstone at Hornet Gems is a unique masterpiece of nature. Variations in colour, inclusions, texture, shape, and brilliance are inherent characteristics of genuine gemstones, enhancing their individuality and rarity. While we strive for accurate representation in our product images, slight differences may occur due to lighting and display settings.

9. Refund Delays

If you haven’t received your approved refund within the expected timeframe, we recommend:

Check with your bank or payment provider.
Reviewing your payment account status.
Contact your card issuer for processing updates.

Our support team is always available to assist you with any additional questions.

Contact Us

For assistance related to refunds, returns, or exchanges, please reach out to Hornet Gems using the official support details on our website. We are committed to delivering a secure, transparent, and trusted luxury gemstone shopping experience.

Thank you for choosing Hornet Gems, crafted from nature’s rarest gemstones.

For returns or refund assistance, email us at gemshornet@gmail.com