At Nepa Gems Pty Ltd we want you to be happy with every Rudraksha, Shaligram, Sphatik, gemstone and service you receive from us. This policy explains what you can do if something is not right.

Your rights under Australian Consumer Law

Our products and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.

Damaged, faulty or incorrect items

If your item arrives damaged, faulty, or is not what you ordered, please email us at info@nepagems.com within 7 days of delivery with your order number and clear photos of the item and packaging. We will arrange a replacement, repair or refund, and we will cover the cost of returning the item to us.

Change of mind

We accept change-of-mind returns within 14 days of delivery. The item must be unused, in its original condition and packaging, and returned with any certificate that came with it. Return shipping for change-of-mind returns is paid by you, and original shipping costs are not refunded.

Items that cannot be returned for change of mind

  • Items that have been worn or used
  • Customised or made-to-order items, including beads with Silver Capping or a Silver Chain added to your order
  • Puja offerings and other consumable items
  • Items bought on sale or clearance

This does not affect your rights for damaged, faulty or incorrect items.

Puja and Vastu services

  • You can cancel a booked Puja or Vastu consultation for a full refund up to 48 hours before the scheduled time by emailing info@nepagems.com.
  • You can also ask to move your booking to another date, subject to availability.
  • Once a Puja has been performed or a consultation has taken place, it cannot be refunded, unless the service was not provided as described.
  • If we need to cancel or reschedule a service, we will offer you a new date or a full refund.

How to start a return

  1. Email info@nepagems.com with your order number and the reason for the return. Please contact us before sending anything back.
  2. We will reply with the return instructions.
  3. Pack the item securely in its original packaging. We recommend a tracked postage service, as we cannot be responsible for items lost on the way back to us.

Refunds

Once we receive and inspect your return, we will email you to let you know whether it has been approved. Approved refunds are made to your original payment method within 5–10 business days. Your bank may take a few extra days to show the refund.

Questions

If you have any questions about this policy, email us at info@nepagems.com or call +61 4320 51179.