Returns and Refund Policy

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

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. There duration is 3 years from date of purchase as per Government regulations.

 

The following constitutes our policies upon returns, exchanges and refunds.

Returns for Refund

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 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 or not as stated (ensure you read the full description area not just the summary section for a product) – we will meet our statutory obligations to provide a remedy. We will attempt to send an equivalent product after showing you photos for your agreement due to the nature that 99 % of our stock looks different from each other. Or we will refund that item’s purchase price.

The Rock Crystal Shop does not provide a refund for change of mind, so please choose carefully. The Rock Crystal Shop does not provide a refund if we believe you caused the damage.

This return-for-refund policy is for 30 days duration from the date of delivery to your location.

If you make a return, please make sure that:

• You contact us as soon as possible by sending us an email or text message that you wish to make a return also stating the reason for why you want to return the product.
• If the product(s) returned is faulty or not as ordered, the postage will be incurred by The Rock Crystal Shop.

Exchanges

We do all we can to be accurate with photos, videos and dimensions (stated, in charts, or by photo/video of item in the hand). There can be dimensional variations of 5% (or more for clearance/sale/bulk items).

The Rock Crystal Shop will rarely accept an exchange of items for change of mind, so please choose carefully.

Please note:

You need to notify us to discuss an exchange within 14 days from the date of delivery to your location. Send us an email or text message

The Rock Crystal Shop will not refund the original delivery costs or the return delivery costs.

You will pay for delivery postage on the new item(s). Even if original postage was “free” you will pay for postage unless you upgrade the exchange and re-meet free shipping criteria.

You need to return the item(s) in original condition and original packaging. They must be unused, in its original condition .

The exchanged items will be for the same or greater value of what you are exchanging.

If products on sale or sold at a promotional price are returned, the amount refunded will be the amount that was paid by the purchaser.

We encourage you to return your parcel via trackable postal services as all returned parcels remain the responsibility of the purchaser until received by The Rock Crystal Shop.