Refund Policy
RETURNS / CHANGE OF MINDS:
Crystal Aura does not offer refunds for ‘change of mind’ purchases.
Change of mind:
If you decide the item you have purchased ‘isn’t for you’ within 48 hours of receiving the item, we are happy to offer you a store credit or an exchange. Please be aware that additional shipping charges will apply.
To be eligible for a store credit or exchange your item must be unused and in the same condition that you received it. It must also be in the original packaging. You will need to get in contact with us prior to returning any items to confirm the correct return address. Contact us via email at crystal.aura@hotmail.com
**please note that delivery costs are at your own expense unless the item is faulty or damaged**
Damaged and Faulty Items:
We apologize if you have received a product that is faulty, and while we do our best to ensure that all products we sell are in good condition when they leave our store, there is always a risk that we may miss something and we sincerely regret any inconvenience this causes. Crystal Aura will refund for any purchase(s) if the product is faulty or Damaged. Please ensure you contact us via email within 48 hours of receiving the order if you wish to discuss an issue crystal.aura@hotmail.com
Sent the wrong item:
While we do our best to ensure we send the correct items, we apologize if we’ve sent you the wrong product, and sincerely regret any inconvenience this may cause. Please contact us immediately at crystal.aura@hotmail.com or phone 0274750006 between 9am and 4pm Monday to Friday and we will send the item you originally ordered and arrange for pick-up of the incorrect item we sent at the same time.
Damaged during delivery:
If you suspect your product has been damaged during delivery please keep all original packaging as our courier will collect the entire package, and will need to inspect it. Please contact us immediately at crystal.aura@hotmail.com or phone 0274750006 between 9.30am and 4pm Monday to Friday, and we will make arrangements with the courier to collect. We will endeavour to send you a replacement as soon as possible.
Returns, exchanges and refunds will not be accepted regarding a crystals natural characteristic. All crystals are different and unique, it is impossible for any crystal to look exactly the same. Crystals also have their own unique shape, structure, perfections and imperfections, and this includes crystals that are tumbled, that may feel rough or like they have a chip but this is in fact part of the stone and the way it was carved - we do our best to capture these in the images we provide.
Out of Stock Items
We are a small business and while we do our best to ensure that our stock levels are correct, there may be times that the system says we have more of something than we actually do. If the product you ordered is not available we will contact you and give you the opportunity to choose from the following…
- Refund
- Wait for us to get one for you
- Choose another item