Refund policy

RETURNS & REFUND POLICY

 Please read this policy carefully before making a purchase from Gecko Gem Co.

 30-Day Return Window

 We have a 30-day return window. If more than 30 days have passed since your purchase date, we are unable to offer a refund.

 Refund Eligibility

 Refunds at Gecko Gem Co. are offered in the following situations:

 - Your crystal has been mislabelled — meaning the specimen has been incorrectly identified or named.

- Your crystal arrived damaged — meaning damage occurred during transit and is not a natural inclusion, formation or characteristic of the stone.

 We do not offer refunds for change of mind, sizing, colour variation, natural variations or inclusions, or other reasons outside those listed above, except where required under Australian Consumer Law.

 Natural Inclusions & Variations

 Our crystals and mineral specimens are natural products of the earth. Each piece is unique and may contain natural characteristics such as:

 - Chips or small imperfections

- Indents, pits or cavities

- Fractures or fissures

- Surface marks

- Inclusions

- Variations in colour, pattern, shape and formation

 These characteristics are part of the natural formation of the specimen and are not considered transit damage.

 We aim to photograph and describe our pieces as accurately as possible; however, colours may also appear slightly different depending on lighting, photography and individual screen settings.

 How to Lodge a Refund Request

 If you believe your purchase meets the eligibility requirements above:

 1. Email geckogemco@outlook.com.au within 30 days of receiving your order.

2. Include your order details and clear photographs showing the issue. We may be unable to properly assess your claim without photographic evidence.

3. Once your request has been reviewed, we will provide further instructions if the item needs to be returned.

4. Where a return is required, the item must be received by Gecko Gem Co. before the refund can be finalised. A $10 restocking fee per item will be deducted from all approved refubnds.

 Sale & Discounted Items

 Sale, clearance and discounted items are generally final sale for change-of-mind purposes.

 This does not exclude any rights you may have under Australian Consumer Law if an item is faulty, damaged in transit, significantly different from its description or otherwise fails to meet a consumer guarantee.

 Return Shipping

 For approved change-of-mind returns, where offered, return shipping costs are the responsibility of the customer and are non-refundable.

 Where an item is being returned because it is faulty, damaged, incorrectly described or otherwise covered by Australian Consumer Law, return shipping will be handled in accordance with your applicable consumer rights.

 We recommend using a trackable shipping service when returning an item, as Gecko Gem Co. cannot be responsible for parcels lost during return transit.

Refund Processing

 Once an approved refund has been processed, please allow approximately 3–5 business days for the funds to appear in your account. Processing times can vary depending on your bank or payment provider.

 If you have received confirmation that your refund has been processed but have not received the funds after this period, please contact your bank or payment provider first.

 If you still require assistance, please contact:  geckogemco@outlook.com.au

 Australian Consumer Law

 Nothing in this policy is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law.