Refund policy

Please choose your items carefully. We do not offer refunds if you simply change your mind or an item is not what you expected when detailed descriptions and photos are included for each item.

We do not take back items that have been damaged once they leave our premises. Every single item is checked and carefully wrapped in damage-proof wrapping and boxing before it is shipped. Please treat your crystals and jewellery with care from the moment you take them out of the packaging. Crystals can break when dropped and mountings can break or stretch if they catch on something.

Parcels that are damaged by Australia Post need to be returned to your nearest Australia Post post office to claim reimbursement for the item plus shipping cost. Original shipping box and all packaging material needs to be shown to the Australia Post staff to prove that the item was shipped correctly and well protected. Crystal Sanctuary Australia will not refund or replace items that are damaged in transit by Australia Post. All parcels leave our warehouse in perfect condition and very well packaged for shipping.

We cannot be held responsible for breakages of jewellery or crystals due to mishandling, accidents or lost crystals. We don’t recommend you shower or sleep with your jewellery, or undertake physical work that can damage the crystal or the elastic that a bracelet is strung on. Care must be taken when wearing and handling jewellery.

Refunds and returns cannot be processed for items that are not deemed to be faulty. Refunds can however be accepted if there has been an error with an order or at our discretion. You must contact us at sales@crystalsanctuary.com.au before returning any item to us.

For unclaimed (returned) packages or incorrect shipping addresses which result in the package being returned to us, the customer will need to pay for re-delivery.

We ship worldwide every day, but please review your country’s customs and duty policies prior to purchasing, as we are not liable for any fees or taxes your package may be subject to upon leaving Australia.

We are also not liable for packages held up or seized by your countries customs department - so please ensure that what you order through us can legally enter your country. As each country has different customs policies, the onus is on the customer to ensure their items are allowed into their country. We do not refund if these directives are not followed. Thank you very much for your cooperation and understanding.