TERMS AND POLICIES
DLC MINERALS — INTERNATIONAL STORE POLICIES
1. Returns, Refunds & Cancellations
All minerals and crystals sold by DLC Minerals are unique, individually selected collector pieces. Natural variations, inclusions, fractures, mineral contacts, surface textures, colour variations and other natural characteristics are part of the nature of genuine mineral specimens and are not considered defects.
Due to the unique and delicate nature of our products, all sales are final once an order has been confirmed and paid. We do not accept returns, exchanges or cancellations due to a change of mind, personal preference, or differences in appearance caused by lighting, photography or screen settings.
Exceptions may apply in the following situations:
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You received an item different from the one you ordered.
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Your item suffered significant damage during transit.
If your order arrives significantly damaged, you must contact DLC Minerals within 48 hours of delivery. Please provide clear photographs of the damaged specimen, all packaging materials, the shipping box and shipping label. These documents may be required to submit a claim with the carrier.
Please keep all original packaging until the claim has been resolved.
Depending on the circumstances and the carrier's claim process, an appropriate resolution may include a refund, partial refund, replacement when possible, or another mutually agreed solution.
DLC Minerals reserves the right to review each claim based on the information and evidence provided.
Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable consumer protection laws.
2. International Shipping
DLC Minerals ships from Quebec, Canada and offers international shipping to eligible destinations.
Orders are generally prepared and shipped within 2–5 business days, unless otherwise stated or agreed upon.
Estimated delivery times vary depending on the destination, shipping service, customs processing and carrier. International delivery estimates are not guaranteed.
Once a package has been handed over to the carrier, delays caused by customs, weather conditions, carrier disruptions, peak shipping periods or other circumstances outside the reasonable control of DLC Minerals may affect delivery times.
All specimens are carefully packaged to provide appropriate protection during transportation.
Tracking information will be provided whenever tracking is included with the selected shipping service.
Additional services such as insurance, signature confirmation or upgraded shipping may be available upon request and may involve additional fees.
3. Customs, Duties & Import Taxes
International customers are responsible for understanding the import requirements applicable in their country.
Customs duties, import taxes, brokerage fees, VAT and any other charges imposed by the destination country or carrier are the responsibility of the buyer unless otherwise expressly stated by DLC Minerals.
These charges are not included in the purchase price or shipping cost unless specifically indicated.
DLC Minerals has no control over customs assessments, processing times or fees charged by foreign customs authorities or carriers.
DLC Minerals will accurately complete required customs documentation. We cannot declare an order as a gift or intentionally provide a false value or false description on customs documents.
If a customer refuses delivery because of customs duties, taxes or import fees, any refund that may be available will be determined after the package has been safely returned to DLC Minerals. Original shipping costs, return shipping costs, customs charges, brokerage fees or other non-recoverable expenses incurred as a result of the refusal may be deducted from the refund to the extent permitted by applicable law.
No refund can be issued for a refused or returned international shipment until the package has been received and inspected by DLC Minerals.
4. Lost, Stolen or Delayed Packages
If tracking indicates that a package is delayed or lost in transit, please contact DLC Minerals so that we can assist with the carrier's investigation or claim process when applicable.
Carrier investigations and insurance claims may take time to complete. Refunds or other compensation for packages lost or damaged by the carrier may depend on the shipping service selected, insurance coverage and the outcome of the carrier's investigation.
If tracking confirms delivery but the customer cannot locate the package, the customer should immediately check with household members, neighbours, the local carrier and the delivery location.
DLC Minerals will provide reasonable assistance with available carrier procedures but cannot guarantee reimbursement for packages confirmed as successfully delivered by the carrier, except where otherwise required by applicable law.
5. Incorrect or Incomplete Shipping Address
Customers are responsible for providing a complete and accurate shipping address when placing an order.
If an order has not yet shipped, please contact DLC Minerals as soon as possible if an address needs to be corrected.
DLC Minerals cannot guarantee that an address can be changed once an order has been transferred to the carrier.
If a package is returned because of an incorrect or incomplete address provided by the customer, additional shipping charges may apply before the order can be shipped again.
6. Product Descriptions & Natural Characteristics
Every specimen is carefully selected and photographed to represent its appearance as accurately as reasonably possible.
Because minerals are natural products, specimens may contain:
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natural fractures or fissures;
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inclusions;
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matrix;
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contact points;
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uneven surfaces;
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variations in colour or transparency;
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minor imperfections or irregularities.
These characteristics are part of natural mineral formation and are not automatically considered damage or defects.
Colours may also appear slightly different depending on lighting conditions, photography, screen settings and device displays.
Whenever possible, DLC Minerals provides photographs or videos of the actual specimen being sold.
7. Payment
All orders must be paid according to the payment terms provided at checkout, on the invoice, or otherwise agreed upon directly with DLC Minerals.
An order is not considered secured until the required payment or deposit has been received.
For standard purchases, unpaid orders may be cancelled if payment is not received within the stated payment period.
Payment processing may be provided through third-party payment platforms. DLC Minerals does not directly store customers' complete payment card information.
8. Payment Plans & Reservations
When DLC Minerals agrees to a reservation or payment plan, the specific payment schedule and terms will be communicated to the customer before the arrangement begins.
Unless otherwise stated in writing, reservation deposits are non-refundable because the specimen is removed from sale and held specifically for the customer.
The specimen remains the property of DLC Minerals until the full agreed purchase price and any applicable shipping charges have been paid.
Reserved items will normally be shipped only after payment has been completed in full.
If the customer fails to respect the agreed payment schedule or stops making payments, DLC Minerals may cancel the reservation after reasonable attempts to contact the customer. Any refund of amounts already paid, excluding a stated non-refundable deposit and any other legally permitted deductions, will be determined according to the agreed payment-plan terms and applicable law.
9. Privacy & Payment Security
DLC Minerals respects the privacy of its customers.
Personal information such as your name, email address, telephone number and shipping address is collected only when reasonably necessary to process orders, communicate with you, arrange delivery, comply with legal obligations and provide customer service.
Payments are processed through secure third-party payment providers. DLC Minerals does not directly store complete credit or debit card information.
Personal information will not be sold to third parties.
Information may be shared with payment processors, shipping carriers, customs authorities or other service providers when necessary to process and deliver an order or comply with legal requirements.
Customers may contact DLC Minerals regarding access to, correction of or deletion of their personal information, subject to any information DLC Minerals is legally required to retain.
10. Order Cancellation by DLC Minerals
DLC Minerals reserves the right to refuse or cancel an order when reasonably necessary, including in cases involving:
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an obvious pricing or listing error;
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an item that is unexpectedly unavailable;
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suspected fraud or unauthorized payment;
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payment processing issues;
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shipping restrictions;
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abusive or fraudulent conduct.