Refund policy

Refund Policy

Last updated: 05/06/2026

Thank you for shopping with Luna Crystals. We hope you love your order, but if something is not right, please read our refund and returns information below.

1. Returns

If you would like to return an item, please contact us within 14 days of receiving your order.

To be eligible for a return, the item must be:

Unused
In its original condition
In its original packaging where possible
Returned with proof of purchase or order details

Please contact us before sending anything back so we can confirm the return details.

Email:

lunacrystals@mail.com

2. Return postage

Unless the item is faulty, damaged or incorrect, the customer is responsible for return postage costs.

We recommend using a tracked delivery service when returning items, as we cannot be responsible for returns lost in the post.

3. Damaged, faulty or incorrect items

Please check your order when it arrives.

If your item is damaged, faulty or incorrect, please contact us as soon as possible with:

Your order number
A clear description of the issue
Photographs of the item and packaging

We will review the issue and, where appropriate, offer a replacement, refund or another suitable solution.

4. Natural crystal variations

Crystals are natural products and may have small variations in colour, shape, size, markings, texture and finish.

These natural features are not considered faults. We do our best to describe and photograph products clearly, but slight differences may occur.

5. Non returnable items

For hygiene, safety or personalisation reasons, some items may not be returnable unless faulty. This may include:

Personalised or custom items
Items made to order
Opened or used items
Earrings or hygiene sensitive jewellery, where applicable
Gift cards, if offered

6. Refunds

Once your return has been received and checked, we will let you know whether your refund has been approved.

If approved, your refund will be processed back to your original payment method.

Please allow time for your bank or payment provider to process the refund.

7. Exchanges

We may be able to offer an exchange depending on stock availability.

If you would like to exchange an item, please contact us first at:

lunacrystals@mail.com

8. Late or missing refunds

If your refund has been approved but has not appeared yet, please first check with your bank or payment provider.

If you still need help, contact us and we will look into it.

9. Cancelling an order

If you need to cancel an order, please contact us as soon as possible.

If the order has not yet been processed or dispatched, we will do our best to cancel it. If it has already been dispatched, you may need to return the item once received.

10. Contact us

For returns, refunds or order support, please contact:

lunacrystals@mail.com