Complaints and returns
RETURNING GOODS
If you wish to withdraw from the contract within the statutory period of 14 days, please contact us by email and inform us of your intention to withdraw from the contract. We will send you information on how to return the goods.
As a rule, you must return the goods:
- Goods must be sent to the address you will receive by email after you notify us of your intention to withdraw from the contract.
- securely packed in a box. Loose minerals thrown into an envelope may be damaged during transport. Returned damaged minerals will not be accepted and the return will be refused.
- Goods must be shipped in the same manner as they were received (UPS, FEDEX, Registered Mail, Value Letter, etc.) with insurance equal to the value of the goods.
- Goods must be shipped so that their delivery can be tracked and the shipment number can be provided.
- The tracking number must be communicated to us by email.
- A completed withdrawal form must be included with the shipment - sample form.
All information about cancellation can be found in the General Terms and Conditions.
COMPLAINT
If you wish to exercise your right to claim for defective performance and complain about the goods, please contact us by email and inform us of your intention to complain about the goods. We will send you information on how to proceed.
In general, it will be necessary to:
- send the goods to the address you will receive by email after you notify us of your intention to complain about the goods
- securely packed in a box. Loose minerals placed in an envelope may be damaged during transport. Returned damaged minerals will not be accepted and the return will be refused.
- The goods must be sent with insurance for the value of the goods.
- The goods must be sent in such a way that the shipment can be tracked and that the shipment contains a tracking number.
- The shipment number must be communicated to us by email.
- The shipment must contain a completed complaint form - form
All information about complaints can be found in the General Terms and Conditions.