Refund Policy

RETURNS POLICY: 

Our Returns Policy is contact within 7 days of you receiving your item for damaged/faulty items or contact within 21 days for all other item returns.

To be eligible for a return, your item must be unused and in the same condition that you received it.

Returns due to crystal size will not be accepted.

First please read through our entire Returns Policy prior to proceeding to Step 1.

Sale Items 

Unfortunately we are unable to offer returns or refunds for sale items unless *faulty.

Outlet items (as described in their product listings) are final sale and therefore excluded from our returns policy.

* Faulty Sale Items - We check and cleanse all our products thoroughly prior to them being packaged, however very rarely things can be missed. If unfortunately your sale item is faulty and your return has been approved at our sole discretion, we will endeavour to exchange/replace your item in the first instance, however due to the nature of the products we sell a replacement may not be possible. If this is the case you will be offered either an exchange or store credit.

Change of Mind

We do accept returns for change of mind however we do not offer refunds for a change of mind return.

To avoid disappointment and change of mind please ensure you choose carefully prior to purchasing and read paragraph 5 below, for our crystal purchase terms.

If you do change your mind and your return has been approved at our sole discretion, you will be offered either an exchange or store credit.

Faulty Items - (full price items only)

We check and cleanse all our products thoroughly prior to them being packaged, however very rarely things can be missed. If unfortunately your regular price item is faulty we will endeavour to replace or exchange your item in the first instance, however due to the nature of the products we sell, a replacement may not be possible. If this is the case you will have the option of either an exchange, store credit or a refund.

Please note Desert Rose cannot be held liable for any lost, damaged or stolen items whilst in transit.

To return your item please follow these steps:

Step 1.

First send an email to sales@desertrosecrystals.com within the above mentioned time frame (within 7 days from delivery of your item for damaged/faulty items or within 21 days for all other item returns.) Please include photos of your item, original packaging, proof of purchase (name, address, order number) and reason for return.

Step 2.

Your return request will either be pre-approved or declined at Desert Rose Crystal's sole discretion. If pre-approved we will advise you of the details to post your item back to us.

- please note all postage costs are non-refundable (with the exception of faulty items) and your responsibility.

The item will need to be received by us within 7 working days after receipt of our postal address. If for any reason postage back to us will take longer than 7 working days (eg international customers/weather delays) please advise us of this. 

We highly recommend you take the time to package your return item well and use a tracking service so that you can ensure it does not get lost or potentially damaged in transit.

Step 3. 

Once your item has been received, inspected and deemed at Desert Rose Crystals sole discretion to be in the condition as the original photos sent through in Step 1 - we will notify you via email with final approval or rejection of your return.

If final approval is granted then we offer you the option of either a *refund, replacement, exchange or store credit (*if applicable). We will then promptly process your request within 2 working days and you will be notified via email.

If you are receiving a refund: This will be processed into your original method of payment within 2 working days. 

If you are receiving an exchange/replacement: We will notify you once this has been completed via email with tracking details.

Please be aware that to be eligible for a return, you must contact us within the time frames specified above.

We are unable to proceed with any refunds, replacements, exchanges or store credits until the item has been received by us, approved and any further shipping costs are paid in full (if applicable).

Late or missing refunds (if applicable)

If you haven’t received your refund, first check your bank account again. Then please contact your bank as there is often some processing time before a refund is posted.

If you’ve done all of these steps and you still have not received your refund within 5 working days of receiving confirmation from us then please contact us at info@desertrosecrystals.com

CRYSTAL PURCHASE TERMS: 

Please be aware that the crystal you receive may be different to that of the product image shown and if this is the case you will find this noted in the product description - this is the case for all small rough stones and tumble stones.

As you will be aware all crystals are different shapes, sizes and since they are natural products they do have naturally occurring imperfections (even polished pieces!), so please note that it is not always possible for me to note all imperfections within the listing.

Photos are wonderful but sometimes they do not show colours or imperfections correctly depending on natural light and or shadowing. However I always try to note this in the product description so please ensure you read these carefully prior to purchasing.

Returns due to crystal size will not be accepted.

In the first instance please read the product listing carefully and take note of all  measurements and weights prior to purchasing.

If you would like further information/photos prior to purchasing please feel free to email me at info@desertrosecrystals.com and I would be more than happy to send these through.