Política de reembolso
Returns & Exchanges
Every crystal is checked and carefully packed before dispatch.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty or incorrect, please email moonstudiosydney@gmail.com as soon as possible with your order number and, where possible, clear photos of the item and packaging. We will assess the issue and arrange an appropriate remedy in accordance with Australian Consumer Law.
Where you are entitled to a refund, you will not be required to accept store credit instead.
Change-of-mind returns
We accept change-of-mind returns and exchanges within 7 calendar days after delivery. Items must be returned unused and in their original condition.
Please email moonstudiosydney@gmail.com with your order number before returning an item. We will provide return instructions and the return address. Send your return by mail within 7 calendar days after you receive your order.
For change-of-mind returns, the customer is responsible for arranging the return shipping label and paying the return postage. We do not provide a free prepaid return label for change-of-mind returns. No restocking fee is charged.
The 7-day window and unused-condition requirement apply only to change-of-mind returns. They do not restrict your rights for damaged, faulty, incorrect or misdescribed goods. Where a product is confirmed to have a problem covered by Australian Consumer Law, we will arrange an appropriate remedy and reimburse reasonable return postage costs as required by law.
Natural variations
Natural crystals may vary in colour, inclusions, texture, shape and size within the description provided. For listings marked “exact piece” or “WYSIWYG”, you will receive the crystal shown. Natural variation does not excuse damage, faults or an item that does not match its description.
Your consumer rights
Nothing in this policy limits your rights under Australian Consumer Law or any other applicable non-excludable consumer rights. These rights also apply to sale items and are not restricted to a 72-hour notification period.
Contact