Cancellation, Exchange and Return Policy

Once an order has been confirmed, except for the special circumstances specified in this policy, we generally do not accept cancellations, returns, exchanges, or refunds due to personal preferences.

As GEM SCENERY / SOBOLD products include natural minerals, natural raw specimens, and One of One items, the appearance, shape, and natural characteristics of each piece may vary. Please carefully review the product information, dimensions, weight, images, and relevant notes on the product page before placing your order.

Natural Characteristics of Minerals

Natural minerals develop unique patterns and structures during their formation process. Therefore, each natural mineral may contain varying degrees of natural characteristics.

The following are considered natural characteristics and are not regarded as product defects:

• Natural cracks
• Mineral imperfections
• Cavities
• Dry lines
• Natural patterns
• Variations in colour and tone
• Irregular shapes
• Natural inclusions
• Natural surface unevenness or naturally formed incomplete areas
• Other natural characteristics resulting from the formation process of natural minerals

Due to differences in screen displays, photography lighting, and device settings, slight differences between the actual colour of the product and the images shown on the website are not considered product defects.

By purchasing a natural mineral, you acknowledge and accept the above natural characteristics and the natural variations that may occur in each individual piece.

If an Item Is Damaged During Shipping, Incorrect, or Significantly Different from Your Order

If the item you receive:

• Has been visibly damaged during shipping;
• Is the wrong item; or
• Is significantly different from the item you ordered;

please contact us within 3 days of receiving the item.

To help us verify the situation, please provide:

1. Your order number;
2. Clear photos of the item and its outer packaging;
3. A complete unboxing video (if available); and
4. Clear photos and/or videos showing the damage or discrepancy.

Please send the relevant information to:

customers@sobold.co

We will review the case upon receiving the information. If we confirm that the issue is due to damage during shipping, an incorrect item, or a significant discrepancy from your order, we will arrange a return, exchange, or refund as appropriate.

If we confirm that the item needs to be returned, the return arrangements and return shipping costs will be communicated separately.

Please Inspect Your Package Upon Delivery

We recommend that you inspect the outer packaging and the condition of the item upon delivery, and record a complete unboxing video when opening the package.

If the outer packaging shows visible damage, we recommend reporting it to the shipping carrier immediately upon delivery and keeping relevant photos and records.

Please do not dispose of the item, packaging materials, or relevant shipping documents until we have completed our verification.

Situations Where Returns Are Not Accepted

Except for the product issues confirmed by us as stated above, we generally do not accept returns, exchanges, or refunds in the following circumstances:

• Returns requested due to personal preferences;
• Returns requested due to the natural characteristics of natural minerals;
• Returns requested due to slight colour differences between the product and the images displayed on the screen;
• The item has been used, altered, modified, processed, or damaged due to human factors;
• The item has stains, signs of wear, abrasions, scratches, cleaning marks, or washing marks;
• Tags, labels, accessories, or packaging have been damaged, soiled, or lost;
• The product packaging is incomplete, or the invoice or accessories are missing;
• The item has acquired odours while in the customer's possession, such as odours from pets, tobacco, perfume, or cosmetics;
• The item is returned without prior confirmation from us;
• A shipping label is attached directly to the jewellery box or original product packaging when returning the item;
• Personalised or customised items;
• Malicious or bulk returns; or
• The condition of the returned item differs significantly from its original condition upon delivery and is therefore no longer suitable for resale.

One of One Items

Some GEM SCENERY products are One of One pieces, with each item featuring a unique natural shape and appearance. Therefore, an identical replacement may not be available.

If a One of One item is damaged during shipping, we will first assess whether the item can be repaired.

If the item can be repaired, we will coordinate with you to provide an appropriate repair arrangement.

If the item cannot be repaired, we will arrange a return and refund as appropriate.

If the Incorrect Item Can Be Replaced with an Item in Stock

If we confirm that you have received an incorrect item and the correct item is still in stock, we will arrange an exchange.

The returned item must remain in its original condition as received and must be returned according to the return instructions provided by us.

Once the return tracking information has been confirmed, we will arrange for the correct item to be shipped.

Price and Website Information Errors

We strive to ensure that product prices, product information, inventory, and other content displayed on our website are accurate. However, occasional errors may occur due to website system issues, data entry errors, synchronisation issues, technical problems, or other circumstances.

If the displayed price of a product differs significantly from its actual price due to a data entry error, system error, technical malfunction, or other obvious error, we reserve the right to cancel the relevant order before shipment and are not bound by the erroneous price.

If we discover such a pricing or information error in an order, we will make reasonable efforts to contact you and inform you of the situation.

If an order is cancelled due to a pricing or website information error after payment has been completed, we will arrange a refund of the amount paid using the original payment method.

We also reserve the right to correct prices, product information, inventory, and other errors displayed on the website and will make corrections as soon as reasonably practicable after discovering such errors.

If the Replacement Item Is Out of Stock

If the correct item is temporarily out of stock, we will notify you and confirm the subsequent arrangement.

If we are unable to provide a replacement item, we will arrange a return and refund as appropriate.

Return Instructions

If we confirm that an item needs to be returned, the return address and specific shipping arrangements will be provided separately by our customer service staff.

Please carefully package the item in the same condition as when it was received to prevent further damage during return shipping.

We recommend using a shipping method with tracking and retaining the relevant tracking information until the return process has been completed.

If an item is returned without our prior confirmation, the return may not be accepted or processed.

Return Shipping Costs

If we confirm that the item is:

• Damaged during shipping;
• The wrong item; or
• Significantly different from the item ordered;

we will bear the applicable return shipping costs on a case-by-case basis.

If the return is not due to any of the circumstances stated above, the applicable shipping costs will be handled according to the arrangement agreed upon between us and the customer.

Customs Duties and International Returns

For international orders requiring a return, please contact us before shipping the item back so that we can confirm the appropriate return method and relevant documentation requirements.

Please do not independently mark a package as "No Commercial Value" or make any inaccurate customs declaration. All returns must be declared accurately according to the actual circumstances and applicable customs requirements.

Any customs duties, taxes, or other import charges arising from a return will be handled on a case-by-case basis and in accordance with applicable requirements.

Refunds

If we confirm that a refund is applicable, the refund will be processed using the same payment method used for the original order wherever possible.

The time required for the refund to appear may vary depending on the payment method, bank, or payment service provider.

We will process the refund after the returned item has been inspected and the refund conditions have been confirmed.

If we have completed the refund but it does not appear within the expected timeframe, please contact your bank or payment service provider first.

Contact Us

If you receive an item that is damaged, incorrect, or significantly different from your order, please contact us within 3 days of receiving the item at:

customers@sobold.co

Please ensure that all enquiries are made by the original purchaser and provide the order number and the required photo/video information so that we can verify the situation.

For any special circumstances, we will handle the matter based on the specific circumstances of each case.

Last Updated: September 2026

In the event of any dispute, we reserve the right to make the final decision.

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