Refund policy

Please read our business practices below before purchasing with us. 

Due to the nature of crystals we do not offer refunds or exchanges once your items have been shipped. We do not offer refunds or exchanges simply because you have changed your mind.

We are not required to provide a refund if you change your mind. If you decide to cancel all or part of your order before it is shipped you will incur a cancellation fee. This covers our time, and for the cost of materials we have used in packaging products. 

Always choose carefully, we aren't responsible for an incorrect size, colour, or you changing your mind. And legally, we do not have to oblige a refund nor exchange for this. For most products the size dimensions are listed so there is not any confusion. 

When you can get a refund: 

Refund Policy 

Moonshadow Crystal has a 7-day return policy, which means you have 7 days after receiving your item to return it. Photos of damaged or incorrect items must be sent within 48 hours of receiving your item. 

You are always entitled to a refund if your items have been damaged in the shipping process. In the event of a damaged or broken item during shipping we will always give a full refund or replacement of the crystal/item if one is still available. However, most crystals are unique, so it will never be exact.

We do require a photograph of the broken crystal/item within 48 hours, upon receiving your parcel. 

Return postage is at the customers expense. A tracking number must be provided by the customer, as proof of shipping in this event. A refund will not be issued until goods have been received and inspected by us. 

If you have any problems once your order is delivered, please contact us immediately within 48 hours, so we may rectify or replace the product or crystal. 

Our email is:
moonshadowcrystal@outlook.com or I may be reached on our Instagram page MoonshadowCrystal. 

Our return address will be given to you over e-mail.

After you have contacted us with within 48 hours with photos, any returns due to damage are to be posted within 7 days of you receiving them. We have a record of when your parcel is delivered with tracking, for this reason. If the items are not received within 14 days we will not refund or credit. 

Jewellery is not exchangeable nor refunds given for health regulations. A refund will be issued if a fault or breakage in transit occurs. We will require proof of photograph within 48 hours in this event. 

We are not responsible for any item that is lost in the mail. When tracking shows that your items have been delivered to your shipping address, we are not held liable if that parcel goes missing, or you don't receive it due to theft or if your home is unattended. 

If your parcel is lost YOU MUST lodge a dispute by quoting them your tracking number we provided. We cannot do this on your behalf. It is your own responsibility to follow up on delays or parcels lost. We issue you tracking details to use and keep yourself updated, in case a problem arises. 

Overseas orders are not in our jurisdiction once they leave Australia, we cannot be held liable for custom charges, loss, delays or theft in your country. We do not give refunds for parcels not received overseas. We provide your tracking number as proof of your goods being shipped, for you to monitor once they depart Australia. 

To start a return, you can contact us at moonshadowcrystal@outlook.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at moonshadowcrystal@outlook.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.

Change of mind

We do not issue refunds for a change of mind for an item/piece which has already been paid for/shipped.

Exceptions / non-returnable items

Certain types of items cannot be returned. Unfortunately, we cannot accept returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.

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. We require the item/items to be returned to us before a refund is issued and also do not cover the expense for returns. The shipping fee for a return is to be made at the buyers expense. 

International orders including the US may take 8-16 business days to arrive, but in some instances can take up to 4 weeks since all orders must go through customs and delays due to COVID-19 which is out of our control. If Customs charges occur, please note that you, the buyer, and 100% responsible for the fees. Moonshadow Crystal is not responsible for custom charges. 


Thank you 
Believe & Manifest 
Jessica