退款政策

Last updated: 11/06/2026

At Lemurian Quartz, every order is prepared with great care. Our crystals and minerals are natural pieces, carefully selected, photographed, packed and shipped to customers worldwide.

Because we mainly operate as a wholesale B2B business and because our products are natural, unique and often sold as exact lots, our return and refund policy is designed to be clear, fair and transparent for both our customers and our business.

1. Please inspect your order upon delivery

Please inspect your order carefully as soon as it arrives.

If you receive a wrong item, missing item, or if there is any issue with your order, please contact us within 5 calendar days of delivery at [contact email].

To help us evaluate the situation properly, please include:

- Your order number
- A clear description of the issue
- Photos and/or videos of the item
- Photos of the outer box
- Photos of the inner packaging
- Photos of the shipping label
- Any visible signs of damage, inspection, repacking or handling by the carrier or customs

Claims submitted without clear photos/videos or after the inspection period may not be eligible for review.

2. Natural crystals and minerals

Our products are natural crystals and minerals. Each piece may present natural variations, including differences in color, shape, size, transparency, inclusions, internal fractures, growth lines, surface texture, mineral deposits, small chips, irregular edges or natural marks.

These characteristics are part of the natural formation of the mineral and are not considered defects.

We do our best to represent every item accurately through photos, videos and descriptions. However, colors, brightness and transparency may vary slightly depending on lighting, screen settings, device display and viewing conditions.

3. Wholesale / B2B orders

Most Lemurian Quartz orders are wholesale, B2B or professional purchases.

Unless otherwise agreed in writing, wholesale and B2B orders are considered final sale once paid, packed or shipped.

This means that we do not accept returns, cancellations, exchanges or refunds for:

- Change of mind
- Unsold inventory
- Buyer’s remorse
- Incorrect assumptions about size, color, weight or appearance when photos/videos were provided
- Delays caused by customs, local authorities or carriers
- Import duties, taxes or customs charges
- Refusal to pay destination charges
- Packages returned due to incomplete, incorrect or unclaimed delivery information
- Damage caused by customs inspection, carrier handling or third-party repacking

We are always willing to review genuine issues fairly, but wholesale orders are purchased under professional buying conditions and are not treated as standard retail returns.

4. Collector / retail orders

For eligible retail or consumer purchases, customers may contact us within the legally applicable return period when required by consumer protection laws.

Returned items must be:

- Previously approved by Lemurian Quartz in writing
- Unused and in the same condition as received
- Complete, with all original parts, labels, packaging and accessories where applicable
- Safely and professionally packed for international return shipping
- Returned using a tracked and insured shipping service

Return shipping costs, customs fees, import/export charges and any costs related to returning the item are the responsibility of the customer unless otherwise required by law or expressly agreed by Lemurian Quartz in writing.

Original shipping costs are non-refundable unless required by applicable law.

5. Damaged shipments

We pack every order carefully using protective materials suitable for international shipping. However, once a package is handed to the carrier, transit handling, customs inspections and local delivery procedures are outside our direct control.

If your package arrives damaged, please contact us within 5 calendar days of delivery with all required photos and videos.

Please keep the original box, packaging materials and damaged items until the case has been reviewed. The carrier may request inspection of the packaging before accepting any claim.

Lemurian Quartz is not responsible for damage caused by customs inspection, carrier mishandling, local delivery issues, third-party repacking or packages opened by authorities.

When shipping insurance has been purchased and the case is accepted by the carrier, any compensation will depend on the carrier’s decision, terms and approval process.

6. Wrong or missing items

If you believe you received the wrong item or that an item is missing from your order, please contact us within 5 calendar days of delivery.

We may request photos, videos, packaging images, box weight, unboxing evidence or additional information to verify the issue.

If we confirm that an error was made by Lemurian Quartz, we will offer a fair solution, which may include replacement, store credit, partial refund or another resolution at our discretion.

7. Returns must be approved first

Please do not send any item back without contacting us first.

Any return sent without prior written approval may be refused and will not automatically qualify for a refund, exchange or store credit.

Approved returns must be shipped to the return address provided by Lemurian Quartz. This address may vary depending on the origin of the shipment, the customer’s location and the entity managing the order.

8. Refunds

Once an approved return is received and inspected, we will notify you whether the refund has been approved.

If approved, the refund will be processed to the original payment method whenever possible.

Please note that banks, payment gateways and card providers may take additional time to process and post the refund.

We reserve the right to deduct from the refund any loss in value caused by handling, damage, missing parts, improper packing, customs charges, payment processing costs, shipping costs or any other cost generated by the return, where legally permitted.

9. Non-returnable items

The following items are generally non-returnable unless required by applicable law:

- Wholesale lots
- Private sale items
- Live sale claims
- Custom orders
- Reserved pieces
- Open box orders
- Discounted or clearance items
- Items purchased through private payment links
- Products damaged after delivery
- Items returned without approval
- Items not returned in their original condition
- Gift cards or store credit

10. Customs, import taxes and refused deliveries

International customers are responsible for all import duties, taxes, customs fees, remote area surcharges, storage fees or local charges required in the destination country.

If a customer refuses delivery, fails to pay customs/import charges, provides incorrect shipping information, does not respond to the carrier or does not claim the package, the order will not be eligible for a full refund.

Any costs generated by return shipping, customs, storage, carrier fees, loss, damage or re-import procedures may be deducted from any potential refund, where legally permitted.

11. How to contact us

For any return, refund or order issue, please contact us at:

Email: quartzlemurian@gmail.com
Website: www.lemurianquartzshop.com  
Instagram: @lemurian_quartz

Please include your order number and all relevant photos/videos so we can review your case as quickly and fairly as possible.