Returns Policy

At Cats Love Crystals, every crystal, mineral specimen and piece of jewellery is individually photographed and sold as a unique item. Unless otherwise stated, you will receive the exact item shown in the product listing.

Due to the one-of-a-kind nature of our products, we do not accept returns, refunds or exchanges for change of mind, incorrect selection, personal preference or natural variations in colour, pattern, inclusions, shape or crystal formation.

Your rights under the Australian Consumer Law and any other applicable consumer protection laws remain unaffected.

Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty or you receive the incorrect item, please contact us within 14 days of delivery.

Please email catslovecrystals@outlook.com and include:

• Your order number.
• A description of the issue.
• Clear photographs of:
  • the item,
  • the packaging,
  • the shipping label, and
  • any visible damage.

Providing this information allows us to assess the issue promptly and determine the most appropriate solution.

If your claim is approved, we will provide an appropriate remedy, which may include a replacement, refund, repair or other solution where required under applicable consumer protection laws.

Return Shipping

Where a return is required, Cats Love Crystals will provide a prepaid return label or reimburse reasonable return postage after prior approval.

Natural Minerals

Natural minerals and gemstones commonly contain inclusions, variations in colour, crystal structure, texture and formation. These natural characteristics are part of what makes each specimen unique and are not considered faults.

Please review all photographs, videos and product descriptions carefully before purchasing.

Fraud Prevention

To protect both our customers and our business from fraudulent claims, Cats Love Crystals reserves the right to request additional photographs, videos or other supporting information before approving a return, replacement or refund.

Claims may be declined where the evidence provided is materially altered, inconsistent with the reported issue or does not reasonably represent the item received.

Exchanges

We do not offer exchanges unless we have been in discussion with the agreed solution.

Restocking Fees

No restocking fees apply to approved returns.

Contact Us

If you experience an issue with your order, please contact us at catslovecrystals@outlook.com within 14 days of delivery. We will work with you to resolve any genuine issues as quickly as possible.