Refund and Return Policy

We want your Amethyst Clusters & Geodes, Natural Raw Citrine, Raw Clear Quartz Points, Rough Rose Quartz Chunks, and Rough Smoky Quartz Formations to arrive solid, well packed, and true to the listing. If something doesn’t, this guide explains our returns and refunds. Questions? Email phuoc.doanvan@phutaiquartz.com.vn or visit our contact page.

1. Return window and condition

You have 30 days from delivery to request a return. To ensure we can process it smoothly, the item must be unused and in its original packaging, including all padding, boxes, and inserts. You’ll also need proof of purchase (order confirmation or receipt). Unless we shipped the wrong item or it arrived damaged, all of these must be true.

  • The item is unused and in the same condition you received it.
  • It is in its original packaging, with all padding, boxes, inserts, and wrapping that shipped with it.
  • You can provide proof of purchase (order confirmation or receipt).

Do not ship a package until we approve the return in writing. Returns after 30 days are not accepted except for a verified defect we agree to address.

2. Product-specific conditions

Amethyst Clusters & Geodes. Your raw amethyst crystal clusters should come back exactly as they arrived — unwashed, uncoated, and never scrubbed with chemicals or household cleaners. Keep each cluster and geode in its original padding and box. Pieces that have been cleaned, oiled, or removed from their original packing are not eligible for a standard return. If a piece arrives damaged, use the defective-item process in section 5.

Natural Raw Citrine. Return your raw natural citrine rough stones unwashed and unsorted from the original lot. Stones that have been washed, tumbled, or mixed with other material are not returnable except for defect or damage on arrival.

Raw Clear Quartz Points. Your raw clear quartz crystals rough should come back uncut, undrilled, and unpolished — exactly as received. Points that show tool marks, shaping, or trimming from your side cannot be returned unless they arrived damaged.

Rough Rose Quartz Chunks. Bulk lots of rough rose quartz natural stones must be returned complete, in the original packaging, with nothing removed or added. Partial lots or pieces separated from the lot are not eligible for a standard return.

Rough Smoky Quartz Formations. Return your raw smoky quartz crystal rough unwashed and in its original packing. Formations that have been cleaned with chemicals, scrubbed, or repacked without the original padding are not returnable except for defect or damage on arrival.

3. How to start a return

  1. Email phuoc.doanvan@phutaiquartz.com.vn with your order number, the product name, and the reason.
  2. Wait for written approval. We will send the return mailing address.
  3. Pack the item so it arrives intact and send it with a trackable carrier.
  4. After we receive and inspect the package, we will email you about the refund or next step.

Packages sent without approval may be refused or returned to you at your expense.

4. Who pays return shipping

You pay return shipping unless we shipped the wrong item or the item arrived damaged or defective. Original outbound shipping is not refunded except in those cases. We do not issue prepaid labels for change-of-mind returns. Keep your tracking number until the refund is complete.

5. Defective or damaged items

If an item arrives defective or damaged, email photos to phuoc.doanvan@phutaiquartz.com.vn with your order number. Show the defect, any carton damage, and the product. We will replace the item at no extra cost once we confirm the issue. You may ask for a refund instead. Do not discard the original packaging until we have reviewed the photos.

6. Refund timing and method

After we receive and inspect an eligible return, we issue the refund within 5–10 business days to the original payment method used at checkout: Apple Pay, Google Pay, or Amazon Pay, as you paid. We do not send a refund to a different account, name, or method.

  • Full refunds apply when the item meets the unused-in-original-packaging rules in this policy.
  • Partial refunds may apply if original packing, padding, or lot contents are missing, or if damage occurred after delivery and was not our error.

7. What we cannot take back

  • Amethyst Clusters & Geodes that have been washed, coated, or removed from their original packing (except defect or damage on arrival).
  • Natural Raw Citrine that has been washed, tumbled, or sorted out of its original lot (except defect or damage on arrival).
  • Raw Clear Quartz Points that have been cut, drilled, or polished (except defect or damage on arrival).
  • Rough Rose Quartz Chunks returned as partial or incomplete lots (except defect or damage on arrival).
  • Rough Smoky Quartz Formations cleaned with chemicals or missing original packing (except defect or damage on arrival).

8. Late or missing refunds

If more than 10 business days have passed after we confirmed the refund, check the Apple Pay, Google Pay, or Amazon Pay account you used at checkout. Wallet and bank posting can take extra days after we send the funds. If you still do not see it, email phuoc.doanvan@phutaiquartz.com.vn with your order number so we can trace it.

9. Contact

Email phuoc.doanvan@phutaiquartz.com.vn, call 985-390-679, or write to 5900 Balcones Dr, Austin, TX 78731. Mekong Stone Surface LLC ships within the United States. Website: https://mekongstone.store/.