RETURNS & REFUND

Detail of Policy

At Folkmarketgems, we want you to feel confident when buying from us. Please read this policy before placing an order. This policy applies subject to any rights and protections that cannot legally be excluded in your country or region.

1. Return window

You may request a return within 15 days after the date your order is delivered. Contact us first at info@folkmarketgems.com and include your order number, the reason for the return, and clear photographs or video when relevant.

Items sent back without prior approval may be refused. Approved returns must be shipped within the timeframe provided by our customer service team.

2. Return conditions

To qualify for a return, the item must be in the same condition in which you received it, unused and undamaged, with its original packaging, tags, certificates, and other included materials where applicable. You are responsible for taking reasonable care of the item while it is in your possession.

For gemstones and mineral specimens, the returned item must be the same item that we shipped. We may use identifying records, photographs, videos, weight, dimensions, inclusions, markings, and other identifying characteristics to verify returned stones and specimens.

A return may be refused or the refund may be reduced where permitted by law if the stone has been altered, treated, damaged, replaced, drilled, polished, recut, or otherwise materially changed after delivery, or if original packaging or documentation is missing.

3. Damaged, defective, incorrect, or materially misdescribed items

Please inspect your parcel as soon as it arrives and contact us promptly if the item is damaged, defective, incorrect, or materially different from its listing.

Please provide photographs of the item, packaging, shipping label, and any visible damage so we can investigate the issue.

If we confirm that the issue was our responsibility, we may offer a replacement, repair where appropriate, or a refund, including reasonable approved return shipping costs. We will explain the available remedy after reviewing the evidence.

4. Refused, uncollected, or intentionally undelivered parcels

If a customer refuses delivery, chooses not to collect a parcel, does not respond to delivery attempts, provides an incomplete or incorrect address, does not provide information requested for delivery, does not pay required customs charges, or otherwise causes or intentionally prevents delivery, the order is not treated as a standard eligible return.

If the parcel is returned to us, we may issue a refund only after receiving and inspecting it.

Original shipping charges, return-to-sender fees, customs or brokerage charges, storage fees, carrier handling charges, and other reasonable costs caused by the failed delivery may be deducted from any eligible refund.

5. Incorrect or incomplete delivery address

Customers are responsible for providing a complete and accurate delivery address, telephone number, email address, and other information required for successful delivery.

If a parcel cannot be delivered because the address or contact information supplied by the customer is incorrect or incomplete, the customer may be responsible for the resulting delivery, return-to-sender, storage, customs, and carrier charges.

6. Parcels reported lost or not received

We ship orders to the address supplied at checkout and use the carrier's tracking information and delivery records when investigating delivery issues.

If tracking shows that a parcel was delivered to the address provided at checkout, Folkmarketgems may require appropriate delivery evidence before considering a non-receipt claim.

If a parcel appears to be lost, delayed, or misrouted while in transit, contact us promptly. We will reasonably assist with a carrier investigation or claim where available.

A carrier-reported loss does not automatically result in an immediate refund or replacement. Where appropriate, we may need to wait for the carrier's investigation or claim process to be completed before determining the available resolution.

Folkmarketgems is not responsible for loss after confirmed delivery, theft after delivery, delivery to an address supplied incorrectly by the customer, customer refusal or non-collection, unpaid customs charges, or other customer-caused delivery failures, subject to applicable law.

7. Delivery attempts and non-collection

Customers should monitor shipment tracking and remain available to receive the parcel or collect it when requested by the carrier.

If the carrier makes delivery attempts and the customer does not receive or collect the parcel within the carrier's applicable holding period, the parcel may be returned to the sender.

Any return-to-sender, storage, handling, or additional carrier charges resulting from non-collection may be deducted from any eligible refund.

8. International orders, customs, and import charges

For international orders, the customer is responsible for complying with local import requirements and paying any customs duties, taxes, VAT, tariffs, brokerage fees, storage fees, clearance charges, or other charges imposed by the destination country unless expressly stated otherwise at checkout.

These charges are separate from the product price and shipping charge unless specifically stated otherwise.

If an international parcel is delayed, held, refused, abandoned, or returned because the customer does not pay applicable charges or does not provide information requested by customs or the carrier, the resulting costs may be deducted from any eligible refund.

9. Customs inspections and restrictions

Customs authorities may inspect, hold, delay, assess, restrict, or refuse shipments according to the laws and procedures of the destination country.

Folkmarketgems does not control customs decisions, inspection times, import requirements, or customs clearance procedures in the destination country.

Customers should check their local customs authority before ordering if they have concerns about importing gemstones, minerals, jewelry, specimens, or other products into their country.

11. Return shipping

Do not mail an item until we have approved the return and provided return instructions.

Use the shipping method and return address provided by our customer service team. We strongly recommend using a tracked and, where appropriate, insured return service.

Folkmarketgems is not responsible for a customer-returned parcel that is lost or damaged before it reaches us where the customer has not used an appropriate tracked or insured service.

10. Items damaged during return transit

Customers are responsible for securely packaging approved returns so that the product is protected during transportation.

If an item is damaged during return transit because it was inadequately packaged or improperly handled by the customer, Folkmarketgems may reduce or deny the refund to the extent permitted by applicable law.

11. Non-returnable items

Unless required by applicable law, we do not accept returns for gift cards, items specifically marked final sale, custom or personalized orders, special-order items, or products that have been altered after delivery.

We may also refuse a return where there is evidence of misuse, unreasonable wear, intentional damage, product substitution, fraudulent activity, or other abuse of the return process.

Products specifically identified as non-returnable on their product page may also be excluded from change-of-mind returns.

12. Sale and clearance items

Sale, clearance, and specially discounted products may have specific return conditions stated on the product page.

Unless otherwise stated, sale or clearance items may not be eligible for change-of-mind returns. This does not limit any mandatory consumer rights that cannot legally be excluded.

13. Exchanges and replacements

We do not guarantee exchanges because many of our gemstones and mineral specimens are unique or one-of-a-kind.

If an item qualifies for replacement, a replacement may be offered subject to availability.

If the requested item is unavailable, Folkmarketgems may offer another appropriate resolution, including a refund where applicable.

If you simply want a different product, the usual process is to request an eligible return and place a new order separately.

14. Refund inspection

After your approved return arrives, we will inspect the item to verify its identity, condition, completeness, and compliance with this policy.

If the return is approved, the refund will normally be issued to the original payment method.

Your bank, card issuer, or payment provider may require additional processing time after we issue the refund.

15. Refund deductions

Where permitted by applicable law, Folkmarketgems may deduct reasonable costs directly resulting from a customer-caused return or failed delivery, including:

• Non-refundable original shipping charges.
• Return shipping charges.
• Return-to-sender charges.
• Courier handling or storage fees.
• Customs duties, taxes, or brokerage charges charged to Folkmarketgems.
• Other carrier charges caused by failed delivery.
• Loss in value caused by customer use, alteration, damage, or missing components.

16. Returns of a different, substituted, or altered item

For gemstones, mineral specimens, jewelry, and other individually identifiable products, Folkmarketgems may compare the returned item with photographs, videos, weight, dimensions, inclusions, markings, packaging, certificates, and other records made before shipment.

If the returned item is materially different from the item originally shipped, the refund may be withheld or declined after investigation, subject to applicable law.

17. Return abuse and fraudulent claims

Folkmarketgems may investigate suspected fraudulent, abusive, or materially misleading return claims.

This may include falsely claiming non-receipt after confirmed delivery, falsely claiming that an item was not as described, returning a different item, intentionally damaging an item before returning it, altering a gemstone, filing duplicate refund claims, or obtaining both a refund and a payment reversal for the same transaction.

Where appropriate, we may provide relevant order, payment, communication, product, photographic, video, tracking, delivery, and carrier records to a payment provider, carrier, or other relevant party when investigating a dispute.

18. Chargebacks and payment disputes

If you have a problem with an order, please contact Folkmarketgems first so we have an opportunity to investigate and resolve the issue.

If a customer receives a refund from Folkmarketgems and also obtains a chargeback or payment reversal for the same transaction, Folkmarketgems reserves the right to provide relevant transaction, shipment, delivery, return, and communication records to the payment processor or financial institution.

19. Evidence required for certain claims

Depending on the circumstances, we may request reasonable evidence to investigate a return, refund, damage, or non-delivery claim.

• Photographs of the product.
• Video of the product or packaging.
• Photographs of the shipping package and shipping label.
• Tracking information.
• Courier delivery or attempted-delivery records.
• Proof of return shipment.
• Customs or import documentation where relevant.
• Other information reasonably required to investigate the issue.

20. Shipping & Delivery Policy

Refund and return matters involving international shipping, customs, delivery attempts, import charges, return-to-sender shipments, tracking, and carrier delays should be read together with our Shipping & Delivery Policy.

21. International buyer responsibility

Before placing an international order, customers should check the import requirements, restrictions, duties, taxes, and customs procedures applicable to gemstones, minerals, jewelry, specimens, and other products in their destination country.

22. Force majeure and circumstances beyond our control

Folkmarketgems is not responsible for delays caused by circumstances beyond our reasonable control, including severe weather, natural disasters, war, civil unrest, strikes, government restrictions, customs actions, transportation disruptions, carrier interruptions, epidemics, infrastructure failures, or other force-majeure events.

Where such circumstances occur, delivery, return, replacement, refund, or claim processing may take additional time until the relevant situation can reasonably be resolved.

23. Refunds required by applicable law

Nothing in this policy is intended to exclude, restrict, or override any mandatory consumer rights, statutory guarantees, or remedies that cannot legally be excluded or limited under the laws applicable to your purchase.

24. Contact us

For return, replacement, refund, or delivery questions, contact us before sending anything back at info@folkmarketgems.com.

Please include your order number and the email address used at checkout.