Global Returns, Exchanges & Warranty Policy

Crystal Alchemy ® Global Returns, Exchanges & Warranty Policy

Effective Date: 01.02.2021
Company Location: Sydney, Australia

Overview

At Crystal Alchemy®, we take pride in the craftsmanship and quality of our jewellery and spiritual tools. Our returns and warranty policy is designed to ensure fairness, transparency, and compliance with consumer protection laws globally, including those in Australia, the EU, the UK, United States and other International Countries.

Refund Policy

We only offer refunds for defective products.

To be eligible for a refund:
• The item must be defective or faulty due to manufacturing or material issues.
• You must notify us within 30 days of purchase.
• The product must be returned to us in its original packaging with proof of purchase.

Once the returned product is received and inspected, if the defect is confirmed, we will process a full refund to your original payment method.

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

Exchange Policy

We are happy to offer exchanges within 30 days of purchase for items 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.
• If the replacement item is of greater value, you will need to pay the difference in price.
• 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 they are defective upon receipt.

If you receive defective earrings, you must notify us within 30 days of receiving the product, and we will offer either:
• A replacement of the same style (if available), or
• A refund if the product is no longer available.

Custom-made and pre-order earrings are excluded from this policy except where they are defective upon receipt.

Warranty Policy

All Crystal Alchemy ® jewellery is covered by a 12-month limited warranty from the date of purchase, however the pieces have been designed to last you a lifetime.

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 design specifications provided by the customer.

To make a warranty claim, please contact our customer service team with:
• Your name, delivery address, order number and proof of purchase, and
• Photographs of the defect.

We will assess your claim and either 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 is in accordance 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.

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, as these are treated as custom-made goods
• 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.

Returns Procedure

1.    Contact our customer service team at louise.crystalalchemy@gmail.com within 30 days of purchase.

2.    Include your order number, description of the issue, and photos of the product.

3.    Once approved, you will receive return shipping instructions.

4.    Refunds and exchanges will be processed within 10 business days of receiving your returned item.

Contact

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