Refund policy

Returns

You may return any item, undamaged, within 7 days of receiving it for a refund of the item price, less the original shipping cost. International buyers have 30 days from the date of dispatch to return an item.

Please contact us before returning anything. Returns sent without prior contact cannot be processed.

We require:

  • A photograph of the item before you ship it back, showing it is free of damage
  • The item packed in the same manner it was sent to you (contact us for instructions)
  • A tracking number, sent to us immediately after posting

A 10% restocking fee applies to returned items. Refunds are issued only after the item reaches us undamaged. Return postage is paid by the buyer.

The same conditions apply to exchanges.

Damaged in transit

Mineral specimens are fragile and we pack them accordingly, but damage can still happen.

If your specimen arrives damaged, contact us within 48 hours of delivery with photographs of the item and of all packing materials. Please keep the packaging until the matter is resolved โ€” couriers and insurers require it.

We assess each case individually. Depending on the extent of the damage, we offer a partial refund proportionate to the loss in value. Where a specimen is destroyed or its display quality is entirely lost, we consider a full refund or replacement.

Where the order was insured, we will also lodge a claim with the courier.

Lost or undelivered packages

Every parcel ships with registered tracking, and we provide the tracking number, proof of postage and dispatch photographs for every order.

Once a parcel has been handed to the courier and tracking confirms dispatch, we cannot refund or replace an order that is lost, delayed or held in transit. Responsibility passes to the courier and, where applicable, the insurer.

This is why insurance is required on orders of $500 and above, and why we recommend it on any order you would not want to lose. If your parcel is insured, we will help you lodge and pursue the claim.

We also cannot refund parcels that are undeliverable because of an incorrect or outdated address, an unreachable phone number or email, refusal to pay customs duties, or delivery to a PO Box address.

Cancellations

Cancellations are not accepted once an order is placed. If something is wrong with your order, contact us and we will do our best to help.

Not eligible for return

  • Items damaged by the buyer after delivery
  • Items returned without prior contact
  • Items returned outside the time limits above
  • Custom or made-to-order jewellery

How to start a return

Message us at info@ekmineralhaven.com with your order number and, where relevant, photographs. We reply within 3 business days.