Refund Policy
Receiving Damaged or Faulty Items
If you receive a damaged or faulty product, please contact the customer support team at Grotto Gemstones and Tools Australia as soon as possible.
Please have your order details and order confirmation number ready when contacting us. Once we have reviewed the issue, advice will be provided regarding the return procedure and, where appropriate, a refund, replacement, or exchange will be arranged.
Incorrect Items Received
If you receive an item that differs from what you ordered, please contact us promptly so we can organise an exchange or replacement.
Customers may contact Grotto Gemstones and Tools Australia using the contact details provided on our website.
Changing or Cancelling Orders
If you need to change or cancel your order, please contact our customer support team as soon as possible.
We will make every effort to amend or cancel the order prior to dispatch. However, once an order has been dispatched, we may be unable to make changes or cancellations.
Orders Delayed or Not Received
If your order has not arrived within the estimated delivery timeframe, please contact our customer support team so we can assist in tracing your shipment.
Delivery delays may occasionally occur due to courier issues, customs processing, weather events, or other circumstances beyond our control.
Refund Eligibility
Refunds may be approved for:
- Damaged or faulty products
- Incorrect items supplied
- Orders cancelled prior to dispatch
- Other circumstances assessed on a case-by-case basis in accordance with Australian Consumer Law
Refunds will generally be processed back to the original payment method used for the purchase.
Exchange Rate Calculations
All prices and payments are processed in Australian Dollars (AUD). If paying with an international credit card or payment provider, exchange rates and conversion fees are determined by your financial institution.
International Import Fees and Duties
International orders may be subject to customs duties, import taxes, or additional fees imposed by the destination country.
Grotto Gemstones and Tools Australia is unable to calculate or control these charges, and they are the responsibility of the customer. Shipping charges and product prices do not include customs duties, taxes, or import fees.
For more information regarding import regulations or customs charges, please contact your local customs authority.
Contact Us
If you have any questions regarding refunds, exchanges, or returns, please contact Grotto Gemstones and Tools Australia through the contact information provided on our website.