Refund policy
Thank you for being part of the House 9 Emporium community. We appreciate your business. It is one of our top goals to provide to you the best experience possible with our product selection. If it doesn't work out, that's okay! We have a 7-day return policy, which means you have 7 days after the delivery of your item to request a return.
Damages and issues
If there is a problem with your order, i.e., an item is missing or broken, you must contact us within 2 days of the delivery date. We require photos of damaged items, no exceptions.
To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. You are responsible for the cost of return shipping, the cost of which will be deducted from your refund.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), jewelry, crystals, crystal kits, stones, books, promotional items, and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we also cannot accept returns on sale items, custom product orders, previously loved items, or gift cards.
To start a return, you can contact us at house9emporium@gmail.com. Please note that returns must be sent to the following address:
House 9 Emporium, LLC
4164 Austin Bluffs Pkwy, Ste 577
Colorado Springs, CO 80918
Items sent back to us without first requesting a return will not be accepted. If you are shipping an item back, we suggest you use trackable shipping and insurance as it is out of our control if your return is lost in transit. No refunds will be issued for lost returns.
You can always contact us for any return question at house9emporium@gmail.com.
Please note: Many of our products are natural or handmade; subsequently, colors, shapes, sizes, facets, and textures conveyed in photographs may vary slightly based on variances in screens/monitors and lighting. We do not enhance or manipulate our photos. Sizing and exact color can be difficult to convey in photos and videos, and crystals tend to appear larger in them. We try to add other objects in our photos to represent scale. Please contact us prior to purchasing if you have any questions regarding sizing, colors, or other aspects so we can work with you and help you to decide if what you have chosen for your purposes is right for you as crystals, gems, and stones are non-refundable. Thank you!
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We only exchange items in instances where the original item is defective or damaged.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds when applicable
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a few days. NOTE: Shipping charges are not refundable.
Gifts:
If an item was purchased for you as a gift and you wish to return it, you will receive a store credit for any refunded amount, pursuant to the stipulations above.
