Return and Refund Policy

Return and Refund Policy

Return and Refund Policy

Last Updated: February 24, 2024

Thank you for shopping at Kelowna Rocks & Gems.

For in-store returns, we will accept returns up to 14 days from date of purchase with the receipt. Certain items cannot be returned, please view the list at the bottom of this page.

For shipped orders, if any part of your order arrives damaged or you are not satisfied with your order, you can request a refund for that product. The request, along with photos of the damage if necessary, must be received by us within 14 days of your order being delivered. We will also require the invoice to authorize returns. 

Once the request is received and the damage is verified if necessary, we will provide you the return shipping address. We will issue a full refund once we have received the item(s). Refunds will be issued to your original payment method. If you are located locally, you can return your product by dropping it off at our retail location, 1111 Gordon Drive, Kelowna. 

Shipping charges are non-refundable. Customers must use a service that provides a tracking number when returning an item. If an item is damaged, we will pay for return shipping. 

If you have any other concerns about your order or you are not satisfied with your order, please contact our team for assistance:

Final Sale Items

Certain products will be final sale. If you are unsure if an item is final sale, please clarify by contacting us. Final sale items include but are not limited to:

  • Earring products (unless defective)
  • Clearance and sale items
  • Custom products
  • Mystery items/surprise items, mystery boxes, tumbling rough bags
  • Rock tumbling grit and polish