Returns & Refunds

We want you to shop with confidence. Because Gem-Fountain offers two distinct product lines, our return rules differ slightly depending on what you purchase.

14-Day Returns

1. Classic & Fine Gems

(Single stones, pairs, sets & layouts)

  • Item must be unused and unchanged (no setting, recut, or damage).
  • Must be returned in original condition and packaging.
  • Parcel must arrive safely and undamaged.

Refunds: Processed to original payment method. Shipping fees are non-refundable unless we made an error.

EU Option: Customers in Europe may return to our partner in Austria. Contact us for instructions.

Professional Trade

2. Market Direct & Wholesale

(Lots, Parcels, Crystals & Rough)

Sold "as traded" for professional buyers. These items are Final Sale.

  • No returns for cutting quality or proportions.
  • Returns only for shipping errors or verified transit damage.
  • Report issues within 48 hours of delivery.
  • Photo/video evidence is required.

How to Request a Return

  1. Email us with your order number and items to return.
  2. Wait for confirmation and the correct return address (Thailand or Austria).
  3. Pack carefully in the original packaging and ship back.
  4. Inspection: We process your refund once the item is verified.

Important Notes: Returned items must exactly match the identity of the item we shipped. We reserve the right to refuse returns if the item shows signs of use or alteration. If a return is refused, the customer is responsible for shipping costs to have the item returned to them.

Questions? If you are unsure which category your item falls under, contact us and we will reply quickly.