Refund policy

Last updated: January 8, 2026

At CelestiaCrystal, our mission is to bring high-vibrational, authentic crystals into your life. We strive to ensure you are completely satisfied with your purchase. However, we understand that issues may occasionally arise. Please read our policy below regarding natural characteristics, damages, and returns.

1. The "Natural Stone" Disclaimer (Please Read First)

Before requesting a return or reporting a defect, please remember that natural crystals are perfectly imperfect.

  • Natural Variations: Because our gemstones are 100% natural earth-mined minerals, they often contain internal fractures (known as "ice cracks"), inclusions (clouds/cotton), and minor mineral pits on the surface.

  • Uniqueness: Each stone is one-of-a-kind. There may be slight variations in color, pattern, and shape compared to the product photos on our website.

  • Not Defects: These characteristics are the "fingerprints" of nature and proof of the stone's authenticity. Returns or refund requests based on these natural features will be treated as standard "Change of Mind" returns (see Section 3).

2. Damages and Issues (Broken or Wrong Items)

Please inspect your order immediately upon reception. While we pack every order with extreme care, crystals are fragile and can rarely break during international transit.

If your item arrives damaged, defective, or if you receive the wrong item:

  1. Do not worry. In most cases of breakage, you do NOT need to return the broken pieces to us.

  2. Please contact us immediately at contact@celestiacrystal.com within 48 hours of delivery.

  3. Required Proof: In your email, please include your Order Number and clear Photos or Videos of the damaged item AND the packaging condition.

Resolution: Once we verify the damage, we will offer you a choice of a free replacement (if stock is available) or a full refund to your original payment method.

3. General Returns (Change of Mind)

If you are not 100% satisfied with your purchase (e.g., size doesn't fit, or you simply don't connect with the crystal), we accept returns under the following conditions:

  • Return Window: You have 30 days after receiving your item to request a return.

  • Item Condition: To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, un-cleansed, and in its original packaging.

  • Return Shipping Cost:

    • Customers are responsible for all return shipping costs.

    • Please note: Since returns are shipped to our international fulfillment center, return shipping costs may vary. We recommend checking shipping rates with your local carrier before requesting a return.

    • Shipping costs from the original order are non-refundable.

How to start a return:

  1. Contact us at contact@celestiacrystal.com to initiate the return process.

  2. Do not send items back to the address on the package label. We will provide you with the specific warehouse return address via email.

  3. Ship the item using a trackable shipping service. We cannot guarantee that we will receive your returned item without a tracking number.

4. Refunds

Once we receive and inspect your return at our warehouse, we will notify you via email.

  • If approved: You will be automatically refunded on your original payment method within 5–10 business days.

  • Note: Please remember it can take some time for your bank or credit card company to process and post the refund to your account.

5. Exceptions / Non-returnable Items

Certain types of items cannot be returned:

  • Custom products (such as special orders, personalized engravings, or resized bracelets).

  • Sale items or Gift Cards.

6. Order Cancellations

  • Before Shipping: You may request to cancel or update your order within 24 hours of purchase. Please email us immediately.

  • After Shipping: Once the package has been processed and handed over to the logistics carrier (tracking number generated), we cannot cancel the order. You will need to wait for the package to arrive and then proceed with the return process.

7. Lost Packages

If your package is marked as "Delivered" but you haven't received it, please check with your neighbors or local post office first. If the package is confirmed lost in transit by the carrier (tracking has not updated for over 60 days), we will issue a full Refund or Resend the order free of charge.

Questions? If you have any questions concerning our return policy, please contact us at: contact@celestiacrystal.com