Return & Refund Policy


Thank you for shopping at Mineral Lagoon e-store.

Visuals

Our customer satisfaction is extremely important to us. Any problems will be addressed in a friendly and efficient manner, with your total satisfaction as our over-riding guide.

Please note that photographs provided on the website are not 100% replication of the mineral as it looks in real life. Camera sensor is not the same as human eye so please allow for a slight colour variation. Wide range of minerals are either highly reflective, translucent, transparent, too dark, too light or highly lustrous. They always need specific light and background to make clear the quality of gemstones in such a way that a photo of gemstone can speak all its characteristics. If you are not satisfied with the photographs provided on the website please feel free to contact us to see more photographs/videos in different light and angles. Please note that many minerals require the appropriate light set up for their best to shine through. Appropriate angle and light are essential to get your mineral looking best it can. The photographs provided on the website reflect that.

 

Out of Stock Products

In case of you placing an order for a product that subsequently becomes we will contact you within 48 hours to advise you of the situation.

We’ll refund you for any goods we can’t supply unless you agree to a substitute.

 

On Holds

We allow for a maximum 3 days of holding an item. If the item is not purchased within 3 days the mineral is re-listed automatically without notification.

 

Damaged in Transit

We take every care to ensure the minerals reach you in perfect condition. We add lots of packing material, add FRAGILE stickers and stick notes to the courier to HANDLE WITH CARE. In the unlikely event your goods do not reach you in a satisfactory condition, please contact us within 2 days of product’s arrival. An option to provide you with photographs of packaging your mineral is available.

We will issue you with a refund or arrange a replacement upon inspection. Please keep any damaged items and packaging in the same condition as they are received and send us a photo of the damages. This can assist us in making a claim to the courier.

Damaged products on international parcels have to be assessed by a post shop/courier service near your address and issued with a damage report within 7 days of products received. We will not be able to refund for damaged products unless we receive a damage report from your country’s postal authority.

 

Lost in Transit

New Zealand shipment:

Parcels addressed incorrectly - our address labels are automatically generated from your customer file, and any error in the input of your delivery the address is your responsibility. We accept no liability for loss of parcels due to customer’s providing us with an incorrect delivery address.

If the parcel were lost in transit with the courier please send us a notification. We will launch an investigation request with the courier company.  If parcel proved to be lost, we will apply the insurance company to recover the cost of the product. We send replacement products in full faith that our customers will act honourably when making a claim under lost in transit category.

International shipment:

We accept no liability for any goods lost in transit outside of New Zealand. Loss of international parcels is covered by chosen courier service according to their terms and conditions. New Zealand post/ shipping services provide compensation for successful claims. While we do not provide refunds or replacements for lost parcels we are happy to claim on your behalf for compensation from the New Zealand post/ shipping services and process a refund for you if the compensation is approved. Please contact us if you need us to launch an investigation or claim compensation for you.

Please note:

NZ post’s terms and conditions dictate that an international investigation into a missing parcel can only be launched within a limited time after a parcel’s dispatch. For us to be able to assist you with regards to a missing parcel please contact us within 20 days of your parcel’s dispatch. After this time, we will, unfortunately, be unable to assist you.

 

Faulty Products or Incorrect Products Supplied

We endeavour to provide products in perfect condition.

Domestic customers

We will accept a return if a product was damaged or incorrect mineral was sent by mistake.

International customers

We are unable to resend products overseas. Please contact us so we can arrange a solution for you.

 

Cancelling Orders

Local buyer:

We can cancel your order before it has not been dispatched. Please contact us as soon as possible to prevent the dispatch of your order. The purchase balance for the cancelled item(s) will be refunded to the same payment method used during the time of purchase. If you have paid with Internet Banking please provide us with your bank account details so the funds can be refunded back into your account. Please note that a cancellation fee of 10% from the cost of the mineral is applied, please consider carefully before placing an order. This is done to ensure all visitors of our website are happy with the shopping experience and other buyers do not miss out on the items that they could have purchased. Minerals equivalent to the cost of a cancellation fee can be sent to you instead as an option.

International orders:

Customs and import regulations vary widely between countries. Some of the products we sell via this website are prohibited for importation into certain countries. Unfortunately, it’s not possible for us to be aware of all of the regulations specific to any given country. Where we are aware of any particular import restrictions, we endeavour to make note of this on the product detail page.

It’s entirely your responsibility to ensure that any goods which you order are not prohibited/restricted within your delivery country. Mineral Lagoon Ltd accepts no liability for the refund/replacement of any goods or any costs relating to or arising from, the importation or confiscation of any goods by your countries Customs Office or other government bodies. Likewise, any import duty or tax payable on your order is not our responsibility and is beyond our control.

If your order is returned to us due to banned/restricted products, a wrong address or refusal to pay fees, we will issue you a refund for products that are returned to us in a resalable condition. You will be responsible for any return shipping charges and for any additional customs fees for your returned package. Those charges will be deducted from your order total and the remaining balance is the amount that will be refunded.

 

Return Shipment and Payment Refunds

Please wrap your returned product well (products that have been damaged in transit back to us will not be refunded) and return it to us with your order number. Please send it back to the address indicated on the parcel. We inspect the returned product upon being received. If a mineral is nor damaged refund will be issued within 10 days in the original form of payment excluding shipping cost. A confirmation will be sent when refund is made.