Returns & Withdrawal

We want you to be happy with your order. If a piece does not meet your expectations, you have the statutory right of withdrawal - and in many cases we are happy to offer a straightforward solution beyond that.

1. right of withdrawal

You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period expires fourteen days from the day on which you, or a third party other than the carrier indicated by you, acquires physical possession of the last item.

To exercise the right of withdrawal, you must inform us (SAND GREEN OÜ, Narva maantee 5, 10117 Tallinn, Estonia, email: central@westgem.com) of your decision to withdraw from this contract by an unequivocal statement (for example, a letter sent by post or an email). To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

2. effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than fourteen days from the day on which we are informed about your decision to withdraw.

We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than fourteen days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of fourteen days has expired. You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

3. how returns work in practice

1. send a short email to central@westgem.com with your order number and the piece you would like to return. 2. we usually reply within one business day and provide the return address. 3. pack the piece carefully - minerals are fragile. If possible, use the original packaging. We recommend an insured and trackable shipping method. 4. as soon as the piece reaches us and has been inspected, we will refund the purchase price to your original payment method.

4. damaged or faulty deliveries

If a piece arrives damaged or not as described, please let us know within 7 days of receipt at central@westgem.com - ideally with a photo. In that case we will cover the return shipping costs and, at your option, send a replacement or fully refund the purchase price. Your statutory warranty rights remain unaffected.

5. exclusions from the right of withdrawal

The right of withdrawal does not apply to contracts for the supply of goods that are not prefabricated and are made on the basis of an individual choice or decision by the consumer (for example, individually crafted jewellery or custom commissions). For such orders we will expressly point out the exclusion before the contract is concluded.

6. out-of-court dispute resolution

The European Commission provides an Online Dispute Resolution (ODR) platform: https://ec.europa.eu/consumers/odr. We are generally willing to participate in a dispute resolution procedure, but prefer direct clarification - just drop us a line.