Returns & Refunds Policy

Last updated: 5 May 2025

At Ethical Crystal Co, your satisfaction is important to us. We take pride in the quality and care of our ethically sourced crystals. In line with Australian Consumer Law, we are happy to offer returns, refunds, or exchanges where a product is faulty, significantly different from its description, or not fit for purpose.

We do not offer refunds for change of mind purchases, so please choose carefully.

Your Rights Under Australian Consumer Law

Under the Australian Consumer Law (ACL), you are entitled to a replacement, repair, or refund for a major product failure, and to 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.

Returns Eligibility

We will offer a refund, replacement, or store credit if:

• The item arrives damaged or broken;
• The item is faulty or does not work as described;
• You received the wrong item;
• The item is significantly different from the description or images on our website.

To be eligible, you must notify us within 7 days of receiving your item, and provide clear photos of the product and packaging.

Exclusions

We do not offer returns or refunds for:

• Change of mind;
• Items damaged due to misuse, neglect, or improper care;
• Minor variations in shape, size, or colour, as crystals are natural products and each piece is unique;
• Sale or clearance items, unless faulty.

How to Request a Return or Refund

1. Email us at admin@ethicalcrystalco.com.au within 7 days of receiving your order.
2. Include your order number, a description of the issue, and photos of the item and packaging.
3. Our team will review your request and get back to you within 2 business days.

If your return is approved, we will provide further instructions. You may be asked to return the item for inspection.

Return Shipping

• If the return is due to our error (e.g. incorrect or faulty item), we will cover the cost of return shipping or offer a replacement at no charge.
• If the return is not due to our fault, return shipping is at your expense.

We recommend using a tracked service as we are not responsible for items lost in transit.

Processing Time

Once your return is received and inspected, we will notify you of the outcome. If approved, your refund will be processed within 5–10 business days via your original payment method, or we will dispatch your replacement item.

Contact Us

If you have any questions about your order or need help with a return, contact us at:
Email: admin@ethicalcrystalco.com.au