Refunds and Returns

RETURNS

 If you are dissatisfied with your purchase for any reason please contact us as soon as possible, we would love to discuss the problem with you and provide any help we can.

Exchanges 

If you change your mind within 14 days, you can obtain an exchange. If 14 days have gone by since you received your purchase, unfortunately we are unable to offer you an exchange.

Change of mind returns are not accepted for custom and 'made to order' jewellery/items. For hygiene reasons earrings are exempt from exchanges. Returned must be in their original sale condition. Postage for exchanges is the responsibility of the customer. Unfortunately, we are not able to refund/exchange the original cost of shipping. 

Refunds

If you believe an item you have purchased is faulty please contact us at secretcrystalgarden@outlook.com 

Please note we are unable to provide a refund in the event you change your mind or misunderstand sizing or measurements. Please note the item descriptions carefully. Refunds are only accepted for items if they are defective. Stretch Bracelets are exempt from warranty as they are subject to care and appropriate sizing.

Since many products from Secret Crystal Garden feature natural stones, there may be subtle variations in colour and appearance. No two pieces are exactly same, each one is individual and unique much like nature itself. Please be aware that because inclusions (and other naturally forming features) are a common aspect of natural stones, we cannot provide refunds for items because of these features. If you are worried about the Authenticity of the gemstone you bought, you may rest easy knowing that our stones are tested to distinguish between glass, plastic, and genuine gemstones. 

- How to start the refund process -

For exchange and refund requests please contact us at secretcrystalgarden@outlook.com, include an image and your description of the situation (if the item is damaged on arrival please contact us within 3 days). We will notify you of the approval or rejection of your request and confirm a repair, if possible. If repair is not possible you will be able to recieve a refund, replacement or store credit for the defective item. Once your returned item is received by us, we will send you an email to notify you that we have received it and proceed with the repair, exchange or refund. Refunds are sent to the original method of payment.

If you do not return the item within a reasonable time, you will not be entitled to a refund of the purchase, but a repair or alternate solution may be possible.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at secretcrystalgarden@outlook.com.

Shipping
To return your product, you should contact us at secretcrystalgarden@outlook.com for the shipping address.