Refund policy
Returns:
Our Return policy lasts 14 days starting from the date your non-palletized item was delivered. To initiate a return send us an email at support@brazilgems.com before the 14 days expire and wait for instructions on how to proceed. There will be no refunds or exchanges after 14 days after your item was delivered.
Important Note: Palletized products are both non-returnable and non-refundable. Please check the details in the description of a product or contact us before purchasing to confirm if an item will be palletized or not. Feel free to also contact us via phone +1 951-215-6455 or email info@brazilgems.com to get more details about the item(s) you are looking to purchase. We are happy to help you with your decision.
To be eligible for a return, your item must be in the same good condition that you received it. We recommend keeping all original packing material to be able to reuse it to safely ship your item back. To return your product, you should mail your product to:
You will be responsible for paying for your own shipping costs for returning your item. You may ask us to send you a return label and the cost of that return label can be deducted from your refund. You must provide Brazil Gems with the tracking number of that shipment and we strongly recommend that you add insurance for the value of the item if it is over $100 during shipping as we will not refund any money if the item gets lost or damaged while being shipped back to Brazil Gems.
Please do not send your purchase back without contacting Brazil Gems first via email: support@brazilgems.com.
Refunds (if applicable):
Once your item is returned, received and inspected, we will send you an email to notify you that we have received your returned item. If the item has arrived in good condition then we will issue you a refund less a 10% restocking fee. If the item arrives back to Brazil Gems in bad condition (ie. broken) and you purchased insurance with the shipping carrier you used, then we will initiate an insurance claim with that shipping carrier and your refund will be delayed until the insurance claim is settled. If the insurance company with that shipping carrier denies the claim then no refund will be issued. It is the customer's responsibility to wrap the product and send it as safely and securely as possible to avoid breakage during shipping and to be sure that the insurance company won't be able to deny paying out the claim based on negligent wrapping of the product. If the item arrives back to Brazil Gems in bad condition (ie. broken) and you did not purchase insurance for an item valued over $100 with the shipping carrier you used, then no refund will be issued. In addition, if you paid any shipping costs (ie. FedEx Express or any other shipping service above and beyond any free shipping service we offer) for the original purchase of your product, those shipping costs are non-refundable.
Important Note: Palletized products are both non-returnable and non-refundable. Please check the details in the description of a product or contact us before purchasing to confirm if an item will be palletized or not. Feel free to also contact us via phone +1 951-215-6455 or email info@brazilgems.com to get more details about the item(s) you are looking to purchase. We are happy to help you with your decision.
Exchanges for Defective or Damaged Products Received & Insurance Claims Protocols:
We exchange items if they have arrived defective or damaged if brought to our attention within 14 days of delivery. To initiate an exchange and report a defective or damaged product received, send us an email within 14 days of delivery of the product at support@brazilgems.com and wait for instructions on how to proceed. Note: It is the customer's responsibility to open the package and inspect the product within 14 days of delivery in order to determine if any damage may have occurred during shipping and to inform Brazil Gems within those 14 days. Failure to do so will result in a denial of claim from the shipping Insurance company if more than 14 days have passed since the item was received and no exchange nor refund will occur. An example of waiting too long is someone buying a Christmas present in November and never opening it until Christmas day. Unfortunately the insurance company will deny the claim because it was more than 14 days since delivery. If we determine from the information you provide that your item was damaged at the fault of the shipping carrier, we will need to file an insurance claim with the insurance company before being able to process the exchange. In order to speedily expedite this process, we will require you to provide many photos and videos of the product from various angles showing its damage including: the product itself, all packaging material, the shipping label, the box's round certificate stamp printed on the outside of the box showing box weight limits, and any and all boxes noting any obvious possible damage on the exterior box (such as if it seems like the box got dropped or was upside down) that you think may have caused the damage to the product. Do not throw away any packing material nor boxes as that is required by the insurance company to process the claim. Many times (but not always) the carrier will schedule the item to be picked up and they will take it. Once the insurance company settles the claim, we will be able to process an exchange or refund you your money. Note: Due to the unique nature of the products we sell, the vast majority of our products do not have an exact match as a replacement. In these cases we will issue you a credit towards a replacement product of your choice. If the replacement product you choose is less than the value of the original product we will issue you a refund for that difference and if the replacement product is more than the value of the original product you will pay the difference. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. Insurance claims time frames to settle can vary and can range between 30-60+ days.
