Refund policy

Refund Policy

Koa Crystals & Stones has lovingly kept all precious crystals and stones in our care until they are ready to be carefully packed and delivered from our hearts to your hands.  Each earthly gift is thoroughly inspected before being wrapped in soft padding and bubble wrap to ensure the safe arrival of your Koa crystal or stone. 

On the rare occasion an accident may occur during transit.  We support a 7 day return policy. This means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition upon receiving your item and in its original packaging.  As proof of purchase, you will need your receipt to start the refund.  

Please take photos of items prior to returning into our care and email us a copy of the damaged items to info@koacrystals.com

To engage a refund please reach out to us at info@koacrystals.com.  Once your return is accepted, we will 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.

Should you experience a breakage and wish to exchange, please email info@koacrystals.com with the date you purchased your item, plus attach a photo of the item you are sending back to our team.

With any return question, just give us a call on 0436 000 839 and allow us to give you the care and attention you need for peace of mind.

Refunds

All refunds will be issued at the discretion of Koa Crystals & Stones.  We will notify you once we have received and inspected your return, and let you know the refund was approved.  You’ll be automatically refunded on your original payment method.

Upon receiving the item, we will begin to process the refund within 7-10 business days.  Once the refund has been processed, we will notify you to confirm.  Just remember your bank or credit card company can take some time to post the refund into your account.

Please note, Koa Crystals & Stones strongly recommends using registered mail to return your item to us.  We take no responsibility for the loss of an item being returned.  Registered mail will help ensure the item is not lost during return transit.  The customer is responsible for the cost of reshipping the product unless the reason for return is the fault of Koa Crystals & Stones.

We may or may not reimburse return shipping charges on refunds, this needs to be determined on a case-by-case basis.

Please note, we do not offer exchanges on change of mind, or crystals due to colour, shape and size preferences. 

Exchanges

The most secure way to ensure you get what you need is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Exceptions / Non-Returnable Items

We are unable to accept returns on any sale item or gift card.

Damages

Upon receiving your item, please inspect carefully and contact us immediately if the item is damaged, defective or should you receive an incorrect item.  This will allow us to work with you and make it right for you giving you peace of mind. 

Reach Out

We only wish to support you and offer peace of mind.  Please reach out to us and allow us to understand your needs and help you make the best decision for you. 

Thank you for allowing us to be with you.