Return & Refund Policy
Last Updated: October 28, 2026
At Agate Rock, we want you to be completely satisfied with your natural mineral purchase. If you are not entirely happy with your specimen, we are here to help. Our Return & Refund Policy is structured to provide full transparency and compliance with global consumer protection standards.
1. The Return Window
We offer a 30-day return policy. This means you have exactly 30 calendar days from the date you received your item to request a formal return. Any return requests submitted after the 30-day window will not be eligible for a refund.
2. Condition Guidelines for Returns
To be eligible for a successful return, your item must meet the following criteria:
- The agate rock, polished slice, or cabochon must be in the exact same condition that you received it.
- The specimen must be unaltered, undamaged, and must not have been cut, ground, polished, or modified in any lapidary workshop.
- The item must be returned in its original, secure packaging, including any certificates of authenticity or display stands included in the original shipment.
3. How to Start a Return Process
To initiate a return, please follow these straightforward steps:
Contact our support team directly via email at support@agaterock.com with your Order ID and the specific reason for the return. If your return request is accepted, we will provide you with a specific Return Merchandise Authorization (RMA) number and the exact return shipping address vault.
Note: Items sent back to us without first requesting a formal return will not be accepted or refunded.
4. Return Shipping Costs & Restocking Fees
In accordance with global e-commerce policies, the financial terms for return transit are as follows:
- Customer Responsibility: The buyer is responsible for paying the return shipping costs. We highly recommend using a trackable shipping service and purchasing full shipping insurance, as we cannot guarantee that we will receive your returned item.
- Defective or Damaged Items: If the return is due to our error (e.g., you received the wrong stone or the item arrived damaged in transit), Agate Rock will cover 100% of the return shipping costs.
- Restocking Fees: We do NOT charge any restocking fees for returned items.
5. Refund Processing & Timelines
Once your returned mineral specimen is received at our vault, our gemologists will inspect the item to verify its condition. We will immediately notify you via email regarding the approval or rejection of your refund request.
If approved, your refund will be processed immediately. The funds will be automatically credited back to your original method of payment (Credit Card, PayPal, or Wire Transfer). Please allow 5 to 10 business days for the bank or credit card company to officially post the refund to your statement.
6. Questions Regarding Your Return?
If you have any questions about how to pack your fragile stones safely for return transit, please contact us:
Email: support@agaterock.com