Refund policy

RETURNS & REFUNDS

About our crystals
Each crystal is a one-off piece. By their nature they are very organic in shape, texture and cut. You may find that small particles will shed or some clusters may have points that may be fragile. Please be gentle with your crystal! There may be natural chips in crystals of larger sizes. 

Wearable items
Please note, due to hygiene reasons, we are not able to accept returns on earrings.

On sale items
Items on sale are non-refundable.

ONLINE ORDERS

Order error
If there's been an error with your order, please let us know straight away. You can call us or email, let us know what's happened, and we'll sort things quickly for you. We may ask you to return an incorrect item and will organise a courier label for you to use to return the item. 

Shipping damage or product defects
Please inspect your order upon receipt and contact us immediately, including a photo, if the item has been damaged in transit, or is believed to be defective, so that we can quickly resolve the issue for you. 

We may ask you to return the item and will organise a courier label for you to use to return the item. The item is to be returned using the original boxing and packaging, shipping is at the customer's risk. 

We'll be in touch once we've received the returned item. Once we have assessed the item for damage or defects, if the damage or defect is deemed by ASH&STONE to be within its policy, we'll replace the item. If the item cannot be replaced, we will provide a refund or store credit. Any refund will be processed using the payment type/card used for the original purchase. Returns for cash are not available.

To arrange a replacement or refund, please provide proof of purchase. This can be provided through a printed or email receipt you have received from us; using the orders shown in your ASH&STONE online account; or through the original order under your name in our Point of Sale system. We cannot process a replacement or refund without this proof of purchase. 

USB lighting is covered under warranty for 12-months, based on proper inside usage, and excluding any major weather event or accident that may result in damage to lighting. Fair wear and tear is not covered under this policy. 

All items, post-delivery damage including accidental damage, damage caused by non-adherence to care guidelines, from fair wear and tear, damage or loss during return shipping, is not covered by this policy. 

If the item is deemed not to be defective, or any damage is is due to customer use or accident or non-adherence to care guidelines or return shipping damage or loss, a refund or replacement is not available, and any return shipping costs will become the customer's liability. ASH&STONE reserves the right to recover those return shipping costs.

Change of mind
Should the item you receive not be what you are looking for, you can exchange the item online or in-store. To be eligible for an exchange, the item must be received by ASH&STONE in the same condition it was sent/purchased in-store, in the same boxing and packaging, returned and received back to ASH&STONE at the address provided within 7 days of original delivery date or in-store purchase date. Shipping is to be arranged by you, at your cost and risk. Returns and exchanges are not available on custom order sound bowls.

You can opt for an exchange or store credit. Should a replacement item be more than the original order value, we will send you an invoice for the remaining balance. This is to be paid prior to shipping the new item to you. If the replacement value is less than the original order value you, we will provide you with a store credit. Your store credit can be used online or in-store. Refunds or returns for cash are not available.

Gifts and exchanges
Please let us know when you purchase online if a gift receipt is required. Within 30-days of original purchase, items can be returned and exchanged using this gift receipt. To be eligible for exchange, the item must be received by ASH&STONE in the same condition it was sent/purchased.

Returning the original item/s purchased is at the purchaser's or recipient's cost. All item's must be returned in undamaged, un-used and original condition.

If the exchanged item/s selected are of a value less than the original purchase price, a store credit will be provided to the person who is exchanging the item. If the exchanged item/s being selected are of a higher value than the original purchase price, the balance is payable at the time of exchange.