At The Rock Crystal Shop we want you to be 100% happy with your purchase as it means a lot to us. Here are our policies should you want to return a product or would like a refund.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange (unless the product is faulty, damaged, or the product does not match the sample or our description).
These policies are also in accordance and in addition to the Australian Consumer Law (ACL) of which you have full rights as a consumer. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Gift Cards cannot be returned or exchanged for cash. The Rock Crystal Shop is not responsible for lost or stolen gift cards or for use without your permission.
The following constitutes our policies upon returns, exchanges and refunds.
Incorrect goods/faulty product received
We inspect all products sent before shipping to ensure the highest possible standards, but if for some reason the product you have received is not what you ordered or in some way faulty, please contact us (insert hyperlink) immediately. We ask you to quote your order number, provide details of the product you wished to purchase or the damage or fault with the items and, if possible, a photo of the goods received. We will then advise on how to proceed with the return.
If any goods are faulty we will meet our statutory obligations to provide a remedy, however, The Rock Crystal Shop is not required to provide a refund for change of mind, so please choose carefully.
If you make a return, please make sure that:
You contact us as soon as possible and notify us at Contact Us (Link to contact Us) that you wish to make a return also stating the reason for why you are returning the product.
The product is in original condition and original packaging with all original tags attached.
The product must be unused, in the same condition that it was received and in a saleable condition.
The product is returned within 14 days from the date of dispatch.
You can provide proof of purchase (Please send us a copy of your invoice) Please note:
he Rock Crystal Shop will not refund the original delivery costs or return delivery costs relating to the return of non-faulty or non damaged product(s).
Return postage costs will be at your expense, unless the product(s) returned is faulty or not as ordered. In this instance, postage will be incurred by The Rock Crystal Shop.
If products on sale or sold at a promotional price are returned, the amount refunded will be the amount that was paid by the consumer and not the full price of the product.
We encourage you to return your parcel via registered or traceable postal services as all returned parcels remain the responsibility of the purchaser until received by The Rock Crystal Shop