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Refund policy

Soulmate Crystals does not exchange, or refund based on crystal structure, characteristics or change of mind. Crystal characteristics and crystalline structures vary and may contain vugs, mineral inclusions, small fissures or grooves, which are organic. These should not be viewed as flaws, rather serve as a loving reminder a unique and precious gift from our beautiful planet Earth has found its way to you for energetic connection, appreciation and safekeeping.

 

All prices are quoted in Australian dollars (AUD) and all sales are final.

 

All sale items are final and cannot be returned unless there is deemed to be a major fault. Soulmate Crystals do not refund or exchange on sale items or change of mind.

 

Please zoom in on the product photographs provided with the listing and check the sizing of what you are purchasing to avoid disappointment. We photograph our inventory with the closest representation of natural light however the colour may appear slightly different depending on the device on which you are viewing the listing.

 

You must notify us first via email – prior to returning any item.

 

Returned orders must be sent back to Soulmate Crystals within 14 days of being received. Orders must be in original packaging and items must be in original and new condition. Any sealed poly bags containing crystals must remain unopened and with a sealed, unbroken label.

 

All returned orders attract a 20% restocking fee.

 

Qualified returned items will be refunded within 7-10 days via the payment method used in the original transaction. You will be notified when the refund has been processed by Soulmate Crystals. We are not responsible for timing of released funds from your chosen payment provider.

 

Soulmate Crystals offers a 14-day exchange policy for non-crystal products that are in new and unused condition. We will not be held liable for items that are returned and received in broken or damaged condition. You will receive an online store credit note minus a 20% restocking fee.

 

The customer, not Soulmate Crystals is responsible for shipping fees relating to returns and exchanges. The shipping method must be equal to, or exceed, the original delivery time frame and include a tracking number and adequate insurance equal to the total value of the order. Please include a printed copy of the order invoice as proof of purchase. Fragile items must be carefully wrapped with parcels marked as Fragile. Soulmate Crystals do not reimburse for shipping and we bear no responsibility for lost or damaged parcels.

Returns summary:

  • Returns accepted for 14 days

  • Customer provides return shipping

  • 20% restocking fee

  • No final sale items include but not limited to all jewellery items - pendants, bracelets, tarot and oracle cards.

 

PLEASE NOTE: CONTRARY TO INFORMATION THAT MAY BE PRESENTED ONLINE VIA THIRD PARTIES SUCH AS BUT NOT LIMITED TO GOOGLE - SOULMATE CRYSTALS DOES NOT OFFER FREE RETURNS SHIPPING OR EXCHANGES. AS OUTLINED ABOVE, THE CUSTOMER IS RESPONSIBLE FOR RETURN SHIPPING AFTER DISCUSSING ANY ISSUE WITH US FIRST. UNFORTUNATELY GOOGLE HAS A KNOWN TECHNICAL ERROR IN THE MERCHANT CENTRE THAT PREVENTS ACCURATE RETURNS INFORMATION BEING PRESENTED THAT IS ALIGNED WITH OUR ACTUAL POLICY. SOULMATE CRYSTALS DOES NOT DELIBERATELY MISREPRESENT THIS POLICY AND ACCEPTS NO LIABILITIES REGARDING GOOGLE'S ERROR. THE RETURN AND REFUND POLICY AS LISTED ON SOULMATECRYSTALS.COM IS FINAL AND NOT OPEN TO INTERPRETATION BASED ON ANY OTHER THIRD PARTY INFORMATION WHICH IS BEYOND OUR CONTROL.