Return and Refund Policy

Please read carefully before purchasing.

At Heavenly Crystals Online, we want you to be completely satisfied with your purchase. Due to the unique nature of natural crystals and spiritual products, we have specific policies in place to ensure fairness for all customers.

Our Policy Overview

We comply with The Office of Fair-Trading Act in Queensland. We do not offer refunds or exchanges for change of mind purchases once your items have been shipped, due to the nature of crystals and spiritual products.

Order Cancellations

If you need to cancel all or part of your order before or after it has been shipped, a 10% cancellation fee will apply. This fee covers our time and the materials used to pack your products.

Non-Returnable Items

The following items cannot be returned or exchanged for hygiene, health, and safety reasons:

Jewellery (health regulations)
Oracle and Tarot cards
Books
Gift cards

Damaged or Broken Items

We take great care in packaging your crystals, but accidents can happen during shipping. If your item arrives damaged or broken, we will issue a full refund or replace the item if one is still available.

To report damage:

Contact us at charlie@heavenlycrystalsonline.com.au within 48 hours of receiving your order
Include your contact details and clear photos of the damaged item(s) and packaging
Alternatively, you may lodge a damage report directly with Australia Post (all parcels have insurance coverage)

Return process for damaged items:

Damaged items must be posted back to us within 7 days of receipt
Items must be returned in a safe and secure manner using a trackable shipping method
Return shipping costs are at your own expense
We cannot guarantee receipt of returned items without tracking
Upon receiving the item, we will process your refund (excluding original shipping costs)

Important: If more than 14 days have passed since your purchase, we cannot offer a refund or exchange.

Shipping and Delivery

Domestic Orders (Australia):

Heavenly Crystals Online is not responsible for items lost in the mail. All orders include a tracking number. Once items have been delivered to your shipping address, we are not liable if the parcel goes missing from an unattended property.

Australia Post will either leave your parcel in a safe drop spot or return it to the Post Office with a collection notice. If you request that your parcel, be left at the front door, this is at your own risk.

For more information about delivery times and shipping options, please see our Shipping Policy.

International Orders:

Once your order leaves Australia, it is outside our jurisdiction. We cannot be held liable for:

Customs charges or import duties
Loss or theft in your country
Delays in customs processing

We do not provide refunds for international parcels not received. We provide tracking numbers as proof of shipment, which you can use to monitor your order once it departs Australia. By placing an international order, you acknowledge and accept these terms.

Natural Crystal Variations

Please note that crystals are naturally formed and are not all perfect. Small imperfections, variations in color, size, and shape may occur - this is not a fault but rather the natural beauty of how they are created. All crystals are carefully wrapped in bubble wrap for protection during shipping.

Each crystal is unique, and photos are representative of the type of crystal you will receive. Natural variations are expected and are not grounds for return or exchange.