Returns & Refunds

We want you to love what you receive. If something is not right, we will do our best to make it right — clearly and without fuss.

Because we sell natural crystals and jewellery, our return eligibility varies by product type. Please read the relevant section below before reaching out.

Return Window

Eligible items may be returned within 14 days of delivery, in line with your statutory rights under EU consumer protection law. Items must be unused, undamaged, and in their original packaging where possible.

Returns by Product Type

Crystal Towers, Spheres & Raw Stones

Eligible for return within 14 days of delivery, provided the item is unused and in its original condition. Return shipping costs are the responsibility of the customer. Original shipping fees are non-refundable.

Crystal Bracelets & Necklaces

Eligible for return within 14 days of delivery if unworn and in original condition with all packaging intact. Please handle with care — items showing signs of wear will not be accepted.

Earrings

Final sale. No returns or exchanges. For hygiene reasons, earrings cannot be returned once the packaging has been opened.

Crystal Gift Sets

Eligible for return only if the set is completely unopened and in its original gift packaging. Partially opened sets cannot be returned.

Cleansing Tools (Sage, Sprays, Candles & Aromatherapy)

Final sale. No returns or exchanges. These items cannot be returned once dispatched.

Sale & Clearance Items

Final sale. No returns or exchanges. All items purchased at a discounted or clearance price are sold as final sale.

Customised or Personalised Items

Final sale. We are unable to accept returns on custom or personalised orders unless the item arrives damaged or incorrect.

Gift Cards

Non-refundable and cannot be exchanged for cash.

Damaged or Incorrect Items

If your order arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery with your order number and clear photos of the issue. We will arrange a replacement or full refund at no cost to you.

We cannot accept damage claims made after 48 hours of confirmed delivery.

How to Start a Return

1. Email us at support@thecalmcrystal.com with your order number and reason for return
2. Wait for our confirmation and return instructions before sending anything back
3. Pack the item securely and use a tracked shipping service
4. Once received and inspected, we will process your refund within 5–7 business days

Please do not send items back without prior authorisation. Unauthorised returns may not be accepted.

Refunds

Approved refunds are returned to your original payment method. Please allow 5–7 business days for the refund to appear, depending on your bank or payment provider.

Original shipping charges are non-refundable unless the return is due to our error.

Exchanges

We do not offer direct exchanges at this time. If you would like a different item, please return your original order for a refund and place a new order separately.

Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under EU or applicable national law. If you have concerns, you are entitled to contact your local consumer protection authority.

Questions?

📧 support@thecalmcrystal.com
We aim to respond within 1–2 business days.