Refund policy

Refund Policy

Last updated: September 8, 2026

We want you to love your crystals and jewelry. If something isn't right, here's how returns and refunds work at Crystal Empire Gems.

Return Window

You may request a return within 14 days of delivery. To be eligible, items must be unused, in their original condition, and in the original packaging. Proof of purchase (order number or receipt) is required.

Non-Returnable Items

Custom and made-to-order pieces — final sale unless they arrive damaged or defective.
Items marked as final sale at the time of purchase.
Gift cards.

Damaged or Defective Items

If your order arrives damaged or defective, contact us within 7 days of delivery with photos of the item and packaging. We will replace the item or issue a full refund — including shipping — at no cost to you. Natural variations in crystals (inclusions, color zoning, matrix) are characteristics of genuine stones, not defects.

How to Start a Return

Email: crystalempiregems@gmail.com
Phone: (530) 615-4234

We'll confirm eligibility and provide return instructions. Items sent back without contacting us first may not be accepted. Unless the return is due to our error (damaged, defective, or wrong item), the customer is responsible for return shipping costs. We recommend a trackable, insured shipping method — we can't refund items lost in return transit.

Refunds

Once we receive and inspect your return, we'll notify you of approval. Approved refunds are issued to your original payment method within 10 business days. Please note your bank or card issuer may take additional time to post the refund. Original shipping charges are non-refundable unless the return is due to our error.

Exchanges

The fastest way to exchange an item is to return it for a refund and place a new order. For one-of-a-kind specimens, contact us and we'll do our best to find a comparable piece.

Questions

Crystal Empire Gems
139 Mill Street, Grass Valley, CA 95945, United States
Email: crystalempiregems@gmail.com
Phone: (530) 615-4234