Refund policy
We offer a 30-day return window, which means you have 30 days from the date you receive your item to request a return.
Eligibility for Returns
To be eligible for a return:
- The item must be in the same condition that you received it
- Unused and unworn
- In its original packaging
- Accompanied by proof of purchase
Please note: We do not accept returns for change of mind, so we kindly ask that you choose carefully before purchasing.
Because crystals are natural products, variations in colour, shape, and inclusions are part of their unique beauty and are not considered faults.
How to Start a Return
To request a return, please email us at:
kayscrystalwitchery@gmail.com
If your return is approved, we will provide instructions on how and where to send your item. Items returned without first contacting us will not be accepted.
Unless the item is faulty or incorrect, return shipping costs are the responsibility of the customer.
Damages or Incorrect Items
Please inspect your order as soon as it arrives. If your item is damaged, defective, or you’ve received the wrong item, contact us immediately so we can assess the situation and make it right.
We may request photos to help resolve the issue quickly.
Non-Returnable Items
We cannot accept returns on:
- Sale items
- Gift cards
- Custom or personalised pieces
- Perishable goods
- Personal care products
- Hazardous materials or flammable goods
If you’re unsure whether your item qualifies, please feel free to reach out before purchasing.
Exchanges
If you would like to exchange an item, the quickest method is to return the original item (once approved) and place a new order separately.
Refunds
Once we receive and inspect your return, we’ll notify you whether your refund has been approved.
If approved, your refund will be issued back to your original payment method. Please allow time for your bank or credit card provider to process the refund, as this can vary.
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), 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 cannot accept returns on sale items or gift cards.
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.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.