Refund policy
Returns & Refunds Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
Consumer Rights
We comply with all applicable consumer protection laws, including the Australian Consumer Law (ACL), as well as similar laws in the United States, United Kingdom, and New Zealand.
Under these laws, you are entitled to a repair, replacement, or refund if a product:
• Is faulty or defective
• Is not as described
• Is not of acceptable quality
These rights apply regardless of any returns policy outlined below.
Change of Mind Returns
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Customers are responsible for return shipping costs for change of mind returns. We recommend using a tracked service, as we are not responsible for items lost in transit.
To start a return, you can contact us at hello@moonberrycrystalco.com.
Returns must be sent to:
Emily Usher (Moonberry Crystal Co)
Australia Post Parcel Collect 10332 00956
Shop 6
2–14 Kathleen St
South Tamworth NSW 2340
(parcels and tracked mail only)
Items sent back to us without first requesting a return will not be accepted.
Damages and Issues
Please inspect your order upon arrival and contact us within 48 hours if the item is defective, damaged, or if you receive the wrong item.
Please include photos of the item and packaging so we can assess the issue and resolve it as quickly as possible.
Non-Returnable Items
Due to the nature of our products, we do not accept returns on:
• Custom or personalised items
• Intuitively selected crystals
• Sale items
• Gift cards
Each crystal is unique, and natural variations in colour, shape, and inclusions are not considered defects.
Any characteristics, inclusions, or imperfections that are clearly disclosed in the product description or visible in product images are not considered faults and cannot be used as a basis for a return, exchange, or refund.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, place a new order.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if your refund has been approved.
Items that are returned used, damaged, or not in their original condition may be rejected or subject to a partial refund at our discretion.
If approved, you’ll be automatically refunded to your original payment method within 5–10 business days. Please allow additional time for your bank or credit card provider to process the refund.
If your return is not approved (for example, if the item is not in its original condition or does not meet our return requirements), we will notify you. You may choose to have the item returned to you at your own expense. If return shipping is not arranged within a reasonable timeframe, we reserve the right to dispose of the item.
If more than 15 business days have passed since your refund was approved, please contact us at hello@moonberrycrystalco.com.
International Orders
We offer international shipping; however, please note that additional charges may apply depending on your country.
Customers are responsible for any duties, taxes, or customs fees imposed by their country. These charges are not included in the purchase price or shipping cost.
We are not responsible for delays caused by customs, carriers, or international transit processes.
If an order is refused, unclaimed, or returned to us due to unpaid duties, taxes, incorrect address details, or failure to collect the parcel, any return shipping costs and fees incurred will be deducted from the refund. Original shipping costs are non-refundable.
For international returns, customers are responsible for return shipping costs, as well as any duties, taxes, or customs fees associated with returning the item.
We strongly recommend using a tracked shipping service for all international returns, as we are not responsible for items lost or damaged in transit.
Once an order has been dispatched, delivery timeframes are outside of our control. We are not responsible for delays, loss, or damage caused by the shipping carrier. However, we will assist where possible in resolving issues with the shipping carrier.
UK & EU Customers (Cooling-Off Period)
If you are located in the United Kingdom or European Union, you have the right to cancel your order within 14 days of receiving your item, for any reason and without justification.
To exercise this right, you must notify us within this period. Items must then be returned in accordance with our return conditions.
Customers are responsible for return shipping costs when exercising their right to cancel.
This right does not apply to custom or personalised items.