Widerrufsrecht
Your satisfaction is important to us.
We have a 30-day return policy, which means you have thirty (30) days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused and undamaged, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase if asked for.
To start a return, you can contact us at info@crystals2collect.com. Please note that returns will need to be sent by post (not a courier) to the following address:
A.C.N. 651.525.727 Pty Ltd t/a Crystals2Collect
PO BOX 420
JIMBOOMBA QLD 4280
AUSTRALIA
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Products returned and received by us without authorisation to return the item, will become property of Crystals2Collect and there will be no obligation to refund the purchase price and / or additional costs incurred by the sender.
You can always contact us for any return question at info@crystals2collect.com.
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. We want to inform you that, due to its properties, being delicate and brittle nature, we cannot accept returns for designated minerals, crocoite, stibnite and any other brittle mineral (mostly needle crystals) and are excluded for refunds or replacement. Shipping can be challenging for this material. Before we dispatch your specimen(s), in most cases, we will provide you with photos showing how the specimen looks before packaging, how they are packed and prepared for shipping.
Exceptions / non-returnable items
Certain types of items cannot be returned, like gemstones (this to avoid swapping the gemstones) or models of gemstones, brittle specimen, tagged minerals with certain charactaristics. Please take note of the clauses "Damages and issues" and "Radioactive minerals" before ordering and where applicable. 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.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within fourteen (14) days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Restricted minerals
It is crucial to check with local customs about the legality of importing minerals and the necessary packaging requirements before making a purchase. Any penalties, return fees, or extra costs will be the customer's responsibility, unless there is a mistake on A.C.N. 651.525.727 Pty Ltd t/a Crystals2Collect's part. By providing your credit card information, you consent to the collection of these costs. We are not liable for any personal injuries or health concerns. The buyer or possessor of the specimens must ensure their safe storage, handling and display. Additionally, please be aware that we do not provide refunds for characterised minerals. (see also the clause: "Damages and Issues")
Refunds
We will inform you once we have received and thoroughly examined your return, and we will communicate whether your refund has been approved. Please be aware that there is a strict no-refund policy on radioactive minerals and minerals/crystals marked as such. In cases where payment was made via PayPal or another payment processor, if your refund request is based on the claim that the item or parcel was not received, please note that the "Proof of Shipping" provided by "Australia Post" serves as conclusive evidence that the goods were delivered as ordered, and refunds cannot be issued on the grounds of "not received." Additionally, we impose a restocking fee of 15% on all returns, as our mineralogist/ specialist/gemmologist are required to manually inspect each item for any damage and to verify its authenticity. In case there is a suspicion that a purchase of gems have been "swapped" with another stone or replica, the stone will be returned to the sender without the right of reimbursement. The purchaser will be issued an "exclusion of access" to our webshop, and we will file a police report to be sent to the payment processor and shared within the gemmological community. Any costs, like but not limited to interest, transaction fees, late payment fees, differences in exchange rates of currencies, memberships fee will not be reimbursed. Please, check with your payment provider which costs are applicable, before placing the order. If your refund is approved, you will receive an automatic refund to your original payment method within five (5) business days. However, please keep in mind that it may take additional time for your bank or credit card company to process and reflect the refund in your account.
If more than fifteen (10) business days have passed since we’ve approved your return, please contact us at info@crystals2collect.com or SMS +6149476161. Or contact us through WhatsApp +6149476161.