Global Returns, Exchanges & Warranty Policy

Crystal Alchemy ® Global Returns, Exchanges & Warranty Policy

Effective Date: 01.02.2021, last updated 20.10.25
Company Location: Sydney, Australia

Overview

At Crystal Alchemy ®, we take pride in the craftsmanship and quality of our jewellery, spiritual tools, and digital offerings.

Our Returns, Exchange, and Warranty Policy is designed to ensure fairness, transparency, and compliance with consumer protection laws globally, including those in Australia, the EU, the UK, the United States, and other international markets.

Refund Policy (Physical Products)

Refunds or replacement is offered for physical products that are defective due to manufacturing or material faults.
Region-specific rules apply (see below for EU/UK cooling-off rights).

Please note: All timeframes for returns, exchanges, and warranty claims begin from the date you receive your goods — not the purchase date. Your right to request a return, refund, or exchange will not expire before your order has been delivered.

To be eligible for a refund:

  • The item must be defective due to a manufacturing or material issue.
  • You must notify us as soon as possible and within 30 days after receiving your item (or within 14 days for EU/UK customers).
  • The product must be returned in its original packaging with proof of purchase.
  • If damaged in transit, you will need to have purchased shipping insurance at check out. Please file a claim through the contact page with your tracking number and information about your claim. 

Once the returned product is received and inspected, if the defect is confirmed, a full refund or replacement will be re-shipped or issued to your original payment method, depending on your request. If you paid shipping costs to return your goods and are getting a replacement we can provide you with a reimbursement for your return freight charge.  

Please note: We cannot issue refunds for change of mind, incorrect size, personal preference, or for custom-made or pre-order items.

Digital Products & Downloads

This section applies to all digital content purchased through Crystal Alchemy ®, including downloadable or streamed products such as e-books, meditations, courses, and digital guides.

Because digital content is instantly accessible upon purchase, it cannot be returned or exchanged once downloaded or accessed.

Refunds for Digital Products

  • Refunds are not available for change of mind, accidental purchase, or lack of device compatibility.
  • If your digital product is defective, corrupted, or fails to download, please contact us within 7 days of purchase.
  • We will offer a working replacement file or reissue access at no additional cost.
  • If the issue cannot be resolved, a full refund will be provided.

EU & UK Customers

Under Directive (EU) 2019/770 and the UK Consumer Rights Act 2015, the right to withdraw from a digital purchase is waived once the download or streaming begins, provided you consent to immediate access.
By purchasing and downloading digital content from Crystal Alchemy ®, you acknowledge and agree to this waiver.

Exchange Policy (Physical Products)

We are happy to offer exchanges within 30 days of receiving your item for products of equal or greater value.

Conditions:

  • The item must be unworn, unused, and in its original packaging.
  • Exchanges can only be made once per purchase (except where required by law for faulty goods).
  • If the replacement item is of greater value, the difference in price must be paid.
  • We do not cover shipping costs for exchanges unless the product was faulty.
  • Custom-made and pre-order items are excluded from exchanges.

Earrings Policy

For hygiene and safety reasons, earrings are excluded from all returns, refunds, and exchange policies unless defective upon receipt.

If you receive defective earrings, please notify us within 30 days of receiving the product (or within 14 days for EU/UK customers). We will offer either:

  • A replacement of the same style (if available), or
  • A refund or exchange if the product is no longer available.

Custom-made and pre-order earrings are excluded except where defective upon receipt.

Warranty Policy

All Crystal Alchemy ® jewellery is covered by a 12-month limited warranty from the date of purchase.
Our pieces are designed with longevity in mind to last for years of enjoyment.

This warranty covers:

  • Manufacturing defects such as broken clasps or faulty settings.
  • Material faults in the metal or stones.

This warranty does not cover:

  • Normal wear and tear.
  • Accidental damage or misuse.
  • Damage caused by exposure to water, perfume, or chemicals.
  • Lost items or parts such as individual stones.
  • Custom-made and pre-order items where the defect arises from customer-provided design specifications.

To make a warranty claim, please contact our customer service team with:

  • Your name, delivery address, order number, and proof of purchase.
  • Photographs of the defect.

We will assess your claim and repair, replace, or refund the item in accordance with Australian Consumer Law and relevant international consumer rights standards (including EU Directive 2019/771 on the Sale of Goods).

Regional Terms

Australia

This policy complies with the Australian Consumer Law (ACL). Your statutory rights are not affected.

European Union & United Kingdom

In accordance with Directive 2011/83/EU on Consumer Rights and the UK Consumer Contracts Regulations 2013, customers purchasing online or by distance are entitled to a 14-day cooling-off period from the date of receipt.

You have the right to cancel your order within 14 days of receiving your goods and receive a full refund, including standard delivery costs. To exercise this right, you must notify us in writing within the 14-day period. Returned items must be unused, in their original packaging, and accompanied by proof of purchase.

Exclusions:

  • Earrings (for hygiene reasons)
  • Custom-made or personalised pieces
  • Pre-order items (treated as custom-made goods)
  • Digital products and downloads once access has begun or files have been downloaded
  • Items that have been worn or damaged after delivery

Refunds will be processed within 14 days of receiving your returned item.

United States & Other International Customers

For customers outside Australia, the EU, and the UK, Crystal Alchemy ® applies this same returns and warranty policy to ensure consistent global standards.

Refund Procedure

All return and exchange timeframes apply from the date you receive your goods.
If your order is delayed or shipped in multiple parts, your eligibility window begins once the final item has arrived.

  1. Contact us:
    Email louise.crystalalchemy@gmail.com within a reasonable time after receiving your order.
    Please include your order number, a description of the issue, and photos of the product (or screenshots if digital).

  2. Approval & instructions:
    Once approved, you will receive return or troubleshooting instructions.

  3. Return the original item:
    Items must be returned to the address provided, unused, unworn, and in their original packaging.
    Customers are responsible for return shipping costs unless the item was faulty.

  4. Processing your refund:
    Refunds or exchanges will be processed within 14 business days of receiving your returned item or verified issue.
    Refunds for digital products will only be granted if the file is defective or cannot be accessed, in accordance with our Digital Products Policy.

Exchange Procedure

All exchange timeframes apply from the date you receive your goods.
If your order is delayed or shipped in multiple parts, your eligibility window begins once the final item has arrived.

  1. Contact us:
    Email louise.crystalalchemy@gmail.com within a reasonable time after receiving your order.
    Please include your order number, the item you wish to exchange, and the product you would like in return.

  2. Approval & instructions:
    Once your request is reviewed, our team will confirm exchange eligibility and send you return shipping instructions.

  3. Return the original item:
    Items must be returned unused, unworn, and in their original packaging.
    Customers are responsible for return shipping costs unless the item was faulty.

  4. Processing your exchange:
    Once we receive and inspect the original item, your replacement will be shipped within 14 business days.
    If the replacement item is of greater value, or if a change-of-mind exchange requires additional shipping or taxes, we will send you a PayPal invoice for the balance before dispatch.
    If the requested item is no longer available, we will offer a store credit or refund instead.

Warranty Procedure

  1. Contact us:
    Email louise.crystalalchemy@gmail.com with your order number, full name, delivery address, and proof of purchase.
    Please include clear photographs or videos showing the fault or damage, along with a short description of the issue.

  2. Assessment:
    Our quality assurance team will review your claim and may request additional information or images if needed.
    We will confirm whether the issue qualifies as a manufacturing defect under the terms of our limited warranty.

  3. Return or verification:
    If required, you will be given instructions to return the item for physical inspection.
    Warranty items must be returned in their original or secure packaging to prevent further damage in transit.
    Customers are responsible for initial return shipping costs; if the claim is approved, we will reimburse reasonable postage expenses.

  4. Outcome:
    Once assessed, we will either:

    • Repair the item where possible, or

    • Replace it with the same or a comparable item of equal value, or

    • Refund the purchase price if repair or replacement is not available.

    We aim to complete warranty assessments and resolutions within 14 business days of receiving the item.

  5. Exclusions:
    This warranty does not cover normal wear and tear, accidental damage, misuse, or loss.
    It also excludes damage caused by exposure to water, perfume, chemicals, or any alteration not performed by Crystal Alchemy ®.
    Custom-made or pre-order items are excluded where the fault arises from design specifications provided by the customer.

Contact

Crystal Alchemy ®
Camden, Sydney, NSW, Australia
Email: louise.crystalalchemy@gmail.com

Website: https://crystalalchemy.global/