Returns and Exchanges | Guiding Stones

Returns, Exchanges, and Refunds

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Returns, Exchanges, and Refunds Due to a Change of Mind

Returns, exchanges, and refunds are generally not accepted for reasons such as the following:

• The item differs from what you imagined
• The size does not fit
• The color or appearance differs from what you expected
• The wrong item was ordered
• The item is no longer needed
• Natural inclusions, fissures, indentations, uneven coloration, or pattern differences
• Differences in how colors appear due to the device or viewing environment used
• The item was used after delivery
• The item was scratched or damaged while in the customer’s possession

Natural gemstones differ individually in their patterns, coloration, inclusions, and the arrangement of rutile needles.
The actual item may also appear slightly different depending on the photography environment or the device used to view it.

Please consider these as individual characteristics of natural gemstones when deciding on your purchase.

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Defective Items and Incorrect Deliveries

We take care when preparing each order. However, if any of the following occurs, please contact us by email or official LINE within seven days, including the delivery date.

• An item different from your order is delivered
• The item has obvious damage or a defect
• There is damage believed to have occurred during delivery
• An included item is missing

After reviewing the circumstances, we will respond with a return, exchange, or refund as appropriate.
If the item is confirmed to be defective or incorrectly delivered due to an error by our store, we will cover the return shipping cost.

During our review, we may ask you to provide photographs showing the condition of the item, outer box, packing materials, damaged area, and included items.
If damage during delivery is suspected, please retain the item, outer box, and packing materials without discarding them until the review is complete.

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Cases in Which a Return, Exchange, or Refund May Not Be Accepted

A return, exchange, or refund may not be accepted in the following cases:

• We are not contacted within seven days, including the delivery date
• The item has been used even once
• The item was scratched, damaged, or soiled while in the customer’s possession
• The item was returned without prior contact
• The item, included items, or packing materials cannot be inspected
• The return, exchange, or refund is requested due to a change of mind or personal preference

Items returned without prior contact may not be accepted or processed. Please contact us before returning any item.

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Refunds

If a defective item or incorrect delivery caused by our store is confirmed, the refund will be processed according to the payment method used after we confirm receipt of the returned item or review the circumstances.

The time required for the refund to appear may vary depending on the payment method and the processing status of the payment provider.

Returns and refunds due to a change of mind or personal preference are generally not accepted.

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Return Shipping Costs

• Return or exchange due to an error or incorrect delivery by our store: paid by our store
• Return, exchange, or refund due to a change of mind or personal preference: generally not accepted

For a return or exchange caused by an error by our store, we will provide return shipping instructions after reviewing the details.

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