Return & Exchange Policy

Last Updated: January 2026

At Kingdom of Gemstones / Gem Royale, every piece is unique and naturally fragile.
We carefully inspect and pack each order to ensure it arrives safely.
Because of the delicate nature of our products, we offer exchanges only under the conditions below.

1. General Policy

  • We offer exchanges only, not refunds, unless required by local consumer law.
  • This policy applies to online orders and in-store purchases, unless otherwise stated on the product page.
  • By placing an order, you agree to this Return & Exchange Policy.

2. Return & Exchange Window

  • United States: exchanges accepted within 7 days of delivery.
  • Canada: exchanges accepted within 10 days of delivery.
  • The exchange window is calculated from the date the carrier marks the package as delivered.

If the time frame has passed, we may not be able to offer an exchange.

3. Eligibility Requirements

To qualify for an exchange, items must:

  • Be unused, unworn, and undamaged
  • Be in their original condition and packaging (if provided)
  • Match the item originally shipped (no substitutions or alterations)

Items showing signs of use, impact, improper handling, or modification (e.g., glued, cut, polished, repaired by the customer) are not eligible for exchange.

Natural characteristics of minerals and fossils – such as color variations, internal fractures, inclusions, matrix, natural pits, or irregular shapes – are not considered defects.

4. Damaged or Incorrect Items on Arrival

If your order arrives damaged or incorrect:

  1. Contact us within 48 hours of delivery.
  2. Provide your order number and clear photos or video of:
    • The outer packaging
    • The inner packaging
    • The damaged or incorrect item

Email: gemroyale@usa.com

Once we review the case, we may offer:

  • A replacement of the same item (if available), or
  • An exchange for another item of similar value, or
  • Store credit or partial solution (case by case)

Damage reported after 48 hours may not be eligible due to carrier and insurance limitations.

5. Shipping Costs for Returns & Exchanges

  • Customers are responsible for return shipping costs and are encouraged to use a trackable, insured shipping service.
  • If we confirm that the item arrived damaged or incorrect due to our error, we will cover the cost of sending the replacement/exchange back to you.
  • We are not responsible for returned items that are lost or damaged in transit.

6. Items Not Eligible for Return or Exchange

The following are not eligible for return or exchange:

  • Items damaged after delivery due to dropping, impact, improper handling or storage
  • Items altered or modified by the customer (cut, carved, glued, polished, reshaped)
  • Auction items, unless they arrive damaged and are reported within 48 hours
  • Clearance items, including special “January Clearance” or bulk/wholesale lots
  • Mystery boxes, grab bags, or bulk lots over 5 lbs
  • Items marked as “Final Sale” on the product page

All auction and final sale items are considered final and are not returnable, except in cases of proven damage on arrival.

7. How to Request an Exchange

To start an exchange:

  1. Email us at gemroyale@usa.com with:
    • Order number
    • Reason for exchange
    • Photos if there is any damage or quality concern
  2. Wait for our reply with return instructions and authorization.
  3. Ship the item back within 5 business days of receiving authorization.
  4. Once we receive and inspect the item (usually within 3 business days), we will:
    • Confirm approval or rejection, and
    • Arrange the exchange or store credit if applicable.

8. In-Store Purchases

In-store purchases at Gem Royale generally follow the same “exchange only” policy:

  • Exchanges only within 7 days of purchase
  • Receipt required
  • Items must be in original condition
  • Final sale, auction, and clearance items are not eligible

Some in-store promotions may have stricter or different conditions; these will be clearly indicated at the time of purchase.

9. Contact

If you have any questions about this Return & Exchange Policy, please contact us:

Kingdom of Gemstones / Gem Royale
8052 Main Street, Ellicott City, MD 21043
Email: gemroyale@usa.com
Phone: (301) 401-3035
Website: kingdomofgemstones.com