Refund policy

Due to the nature of skincare and personal care products, we do not accept returns, refunds, or exchanges for change of mind once an order has been placed or shipped. Please check product details carefully before ordering.

We do offer a remedy if your order arrives damaged or faulty.

Nothing in this policy limits your rights under the Australian Consumer Law (ACL). Where a product has a major failure, you remain entitled to a refund regardless of the timeframe below.

Items are shipped directly from our suppliers, and occasionally may be damaged during international transit.

If your order arrives damaged or faulty, please contact us at help@gemfynd.com.au within 14 days of delivery, along with:

- Your order number
- Clear photos of the damaged or faulty product(s)

We ask for this within 14 days so we can assess and resolve issues while your order is still fresh in transit records. If more than 14 days have passed, we may not be able to offer a refund for minor issues — however, this does not affect your rights under the ACL for a genuine major failure, which you can raise with us at any time within a reasonable period.

Note: Damage to the outer shipping box that doesn't affect the products inside is not, on its own, grounds for a refund.

We can't offer a refund where:

- The item shows damage, tampering, or misuse that occurred after delivery.
- The claim relates to change of mind rather than a fault or transit damage.

Our primary remedy for a confirmed damaged or faulty item is a refund. As products are shipped directly from our suppliers, we're not always able to offer a replacement — if one is available for your item, we'll let you know when your claim is approved, but a refund is guaranteed either way.

Once we've assessed your claim, we'll email you with the outcome.

- Approved refunds are applied to your original payment method. Please allow up to 10 business days for the credit to appear in your account.

If it's been more than 10 business days and you haven't seen your refund:

1. Check your bank account or card statement again.
2. Contact your card provider — refunds can take some time to post officially.
3. Contact your bank — there's often additional processing time on their end.

If you've done all of this and still haven't received your refund, email us at help@gemfynd.com.au and we'll look into it.