Refund policy

Refund & Return Policy

We want you to be happy with your order, but because many of our items are crystals and handmade goods, returns are limited and handled on a case-by-case basis.

By purchasing from PentaGems, you agree to the policy below.

Return Window

We offer a 30-day return window, which means you have 30 days from the date of delivery to request a return.

A return request does not guarantee approval.
Returns are only accepted if the item meets all eligibility requirements.

Return Eligibility

To be eligible for a return, all of the following must be true:

  • You contact us within the 30-day return window.

  • The item is in the same condition as received: unused, unaltered, and not worn.

  • The item is in its original packaging.

  • You have proof of purchase (order number or receipt).

  • You receive written approval from us before sending anything back.

Returns sent without approval will not be accepted.

Contact us at:
📧 pentagemsllc@gmail.com

Returns must be shipped to the address provided in our approval email.

Restocking Fee & Return Shipping

For all approved returns:

  • A 15% restocking fee will be deducted from your refund.

  • Return shipping is the customer’s responsibility.

You may:

  1. Use your own carrier and provide tracking, or

  2. Request a return shipping label from us

    • If we provide a label, the label cost will be deducted from your refund along with the restocking fee.

Original shipping charges are non-refundable.

Non-Returnable Items

The following items cannot be returned:

  • Live sale orders

  • Mystery boxes or blind pulls

  • Intuitive or random selections

  • “Up For Grabs” items

  • Customized or handmade jewelry

  • Items marked Final Sale

  • Gift cards

  • Items used, displayed, damaged, or altered after delivery

If you're unsure about your item’s eligibility, contact us before submitting a request.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if:

  • the item is damaged,

  • the item is defective, or

  • you received the wrong item.

Shipping damages are handled through Shopify’s insurance system.
We will submit the insurance claim on your behalf.
Once the claim is approved, we will issue a replacement, store credit, or refund based on availability.

(We generally provide a replacement or store credit when possible.)

Exchanges

We do not offer traditional exchanges.
If you want a different item, you may request a return (if eligible and approved) and place a new order.

🇪🇺 European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

EU returns must meet the same condition requirements: unused, unaltered, original packaging, and proof of purchase.
Return shipping for EU orders is the customer’s responsibility, unless required otherwise by local law.

Refunds

After we receive and inspect your return:

  • We will notify you whether the refund is approved or denied.

  • Approved refunds will be issued to your original payment method, minus:

    • the 15% restocking fee, and

    • any return label cost (if we provided the label).

  • Original shipping fees are not refunded.

Refunds may take up to 10 business days to appear depending on your bank or card provider.

If more than 15 business days have passed since your refund was approved, contact us at pentagemsllc@gmail.com.