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Refund Policy

Services

We understand things happen and a time slot you have booked might not be appropriate anymore. We are happy to reschedule this appointment for you to a time suitable. Unfortunately no refunds will be given on change of mind or if a time no longer suits. We are more than happy to work with you to find a time suitable for us both to reschedule. Any bookings cancelled/rescheduled with less than 2 hours notice will incur a fee.

Change of mind*
*before your order has been packaged and sent off

We understand you might find another product you prefer or like better. If your order has not been packaged & sent off, we are absolutely happy to swap the products around to the same dollar amount for you! If you do wish to change any items in your order, please make sure to let us know as soon as you can as most of our orders are shipped within 5 business days. Once your order has left our store, we are unable to change this around for you.

Refunds

We comply with the Western Australian Fair Trading Legislation on refunds. We do not simply provide a refund if you change your mind. Please think carefully before purchasing any items. If a refund has been agreed upon by us, please ensure items are sent back in original condition with the appropriate packaging using a trackable service. All shipping costs will be at the customer's expense. Any items received back to us that are not in original condition (eg. If items are received back to us damaged due to not being packaged with the same amount of care as when initially sent out etc) they will not be refunded as they will then be in unsaleable condition. We reserve the right to judgement on this. We encourage you purchase extra insurance to ensure this is covered. Once goods are received back in original, resalable condition, your refund or credit will be processed.

Damaged goods in transit

If your order is damaged on the way to you, we ask you to please take photos within 48 hours of receiving your items & email your receipt and some images of the damaged products to info@crystalphoenix.com.au We will then assess any damage and will notify you within 7 days. If approved, we will provide you with a replacement of the same or similar product. At Crystal Phoenix Aust, we definately encourage you to purchase insurance if your order is over $50 in case of any lost or damaged items during transit. We are not liable for these as all our items are packaged with extreme care and sent with tracking. To purchase insurance on your package, please contact us via Facebook or Instagram with your order number after purchase or alternatively you can contact us through email at info@crystalphoenix.com.au

Returns

Please read the descriptions carefully for each product, we do not accept returns for change of mind. If you are unhappy with your order, please let us know within 48 hours of receiving it so we can hopefully make it right for you!


Exchanges

We only replace items if they are defective or damaged. If you require an exchange, send us an email at info@crystalphoenix.com.au.


Shipping

**COVID DELAYS**
Please keep in mind that at the moment there are shipping delays with all parcels sent through Australia Post. Unfortunately this is out of our hands. We do encourage you to purchase Express Post shipping if you are in a hurry for your items. Majority of our orders get shipped out within 3-5 business days. Once your item has been shipped out, you will receive a tracking number via email. Use this number to track where abouts your parcel is. You can do this via the Australia Post website. Please keep in mind that all shipping costs across Crystal Phoenix Aust are non-refundable.

If you are shipping an item for return, you should always consider using a trackable service or consider purchasing shipping insurance. We can not guarantee that we will receive your returned item undamaged or at all. Please be advised that any items shipped back to us for return will be at the customer's expense. We will not reimburse any shipping costs.