Refund policy
Exchanges and Returns
Jacaranda Crystals will ensure your complete satisfaction in case of any damage to your goods.
The team will have to assess the issue, and for that, we ask you to please report the problem via email as soon as possible (contact@jacarandacrystals.com.au) within seven (7) days from the delivery.
You will need to provide:
- Pictures from the product
- Order number
- Brief description of the issue
If necessary, we will request the return of the product, which will have to be sent back for analysis in up to fifteen (15) days from the delivery date. Jacaranda Crystals will reimburse you for any shipping fees.
Your item must be returned unused and in the same condition that you received it in, and it should also be in the original packaging.
Electrical products, such as the Himalayan Salt Lamps, Selenite Lamps and the USB Diffuser, have 30 days warranty for the bulb and cable.
Please, consider:
When it comes to crystals, perfection relies on their uniqueness. Stones are natural minerals that present unique pattern and colours, therefore no two gemstones or crystals will ever be the same. Please, be aware that, as natural objects, their appearance can vary from the images shown, and they may contain tiny fissures and pits. Please expect to find inclusions and beautiful markings within the crystal itself.
Returns and exchanges are not accepted based on crystal characteristics or change of mind.
Important information:
We will do our best to exchange your damaged product for the same item, but if the item is sold out, you will receive a credit in our shop, to buy any goods of your preference.
You can always contact us for any return question at hello@jacarandacrystals.com.au
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), personal care goods (such as beauty products) and Earrings/Piercings.(because of hygienic reason). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
