Refund policy
RETURNS & EXCHANGES
Crystals, Minerals, Rocks & Fossils are each naturally formed, beautiful and unique. Both appearance and crystalline composition can greatly vary between specimens; no two Crystals are ever the same. Please be aware as natural objects their appearance can vary from the images shown and they may contain tiny fissures, pits and other natural inclusions. Returns and exchanges are not accepted based on varying crystal characteristics.
For all returns and exchanges we require a Purchase receipt.
REFUNDS
Crystal Mountain does not offer refunds based on change of mind or damages and losses incurred during shipping and transport, we will only offer a refund on products we deem faulty. Refunds will be considered within 14 days from date of receiving item.
*Any purchases made through Zippay or Afterpay will forfeit the applicable administration fee.
Crystal Mountain does not reimburse return shipping charges on refunds or exchanges.
EXCHANGES
Our exchange policy lasts 14 days and only applies to approved products. To be eligible for an exchange your item must be returned unused and in the same condition that you received it in. It must also be in original packaging. Crystal Mountain will not be held liable for items that are sent back broken or damaged. Crystal Mountain does not reimburse return shipping charges on refunds or exchanges.
You must notify Crystal Mountain and arrange return of the product within 14 days of accepting delivery.
On International returns you must appropriately label the package to ensure the products do not attract possible customs duties and taxes again.
You must return the product in its original condition unused and undamaged.
You are responsible for arranging any insurance on the product.
You are responsible for the cost of the shipment of the product.
You are responsible for ensuring the safe and undamaged return of the product.
Refunds/Exchanges will not gain final approval or be completed until products are received by Crystal Mountain Australia. Please allow 14 days from the day you return the product for your account to be credited. Refunds/Exchanges will only be given to products purchased at the Crystal Mountain Online Store. Refunds will not be given to Crystal Mountain products purchased from our retail outlet.
SALE ITEMS
Please note sale items are final and cannot be returned for a refund or exchange.
RETURN SHIPPING
Crystal Mountain does not cover return shipping charges for refunds or exchanges. We cannot be held responsible for any loss of items during the return process. We advise using registered mail with adequate insurance coverage if you wish to safeguard against any potential damage during transit.
Please ensure you pack your crystals/products carefully with FRAGILE stickers.
Please send an email to info@crystalmountain.com.au and await confirmation before returning your item.
MISSING REFUNDS
If you haven not received you approved refund, first check your bank account again. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and have still not received your refund, please contact us at info@crystalmountain.com.au