Returns & Exchange Criteria: 

Eligibility:

To be eligible for a return:

• Items must be unused
• Items must be returned in their original condition
• Proof of purchase is required
• Returns due to crystal size, colour variation or natural inclusions will not be accepted.

Return Timeframes:

Faulty or damaged items:
Contact must be made within 7 days of delivery.

Change of mind:
Contact must be made within 21 days of delivery.

Return Categories:

1. Sale & Outlet Items

• Sale items are non-refundable unless deemed faulty
• Outlet items are final sale and not eligible for return

If a sale item is found to be faulty and your return is approved, a replacement or exchange will be offered where possible. If a replacement is not available, store credit or a refund may be offered where appropriate.

2. Change of Mind

Returns for change of mind are accepted.

Approved returns will be eligible for:

• Exchange
• Store Credit

Refunds are not provided for change of mind purchases.

3. Faulty Items

All items are carefully checked prior to dispatch.

If an item is deemed faulty:

• A replacement or exchange will be offered where possible
• If a replacement is unavailable, you may choose between:

1. Exchange
2. Store Credit
3. Refund

 

The Return Process:

Step 1

Email info@desertrosecrystals.com within the applicable timeframe and include:

• Photos of the item
• Photos of the original packaging 
• Proof of purchase (name, address and order number)
• Reason for return and return category (faulty/change of mind etc)

Step 2

If your return is approved, you will receive instructions on how to return your item.

• Return postage is the responsibility of the customer unless the item is faulty
• Items should be with the courier and on their way back to our studio within 7 working days of approval (or communicated with us if delayed)
• Tracked shipping is strongly recommended

Step 3

Once your item has been received and inspected by us, you will be notified via email.

If approved, your return will be processed within 2 working days.

 

Refunds:

Refunds will be issued to your original payment method.

If you have not received your refund:

• Please check your bank account first
• Then contact your bank, as processing times may vary

If you still have not received your refund after 5 working days, please contact info@desertrosecrystals.com.