Changing your mind
If a specimen is not right for you, tell me within 14 days of the day after you receive it. You do not need to give a reason. After notifying me, send it back within a further 14 days.
You pay the direct return postage for a change-of-mind return. There is no restocking fee.
Arrived damaged or not as described?
Please contact me as soon as possible, ideally within three days of delivery. Photographs of the specimen, outer box and packing materials help me understand what happened. Keep the packaging if possible.
The three-day request is guidance, not a deadline for your legal rights. I will cover reasonable return postage for a damaged, faulty or incorrectly described specimen and arrange the appropriate refund or other remedy. Your statutory rights continue to apply.
Arranging a return
Email info@avaloncrystal.com with your name, order or AC specimen reference and the item you wish to return. I will confirm the return address and discuss safe packing. Giving notice of cancellation does not require my approval.
Returns are sent by post or courier. Pack the specimen securely, supporting it without pressure on delicate crystals. Reuse the original packaging where practical; original packaging is not a condition of your rights. A suitable tracked service and proof of postage are recommended.
Please include any stand or accessories supplied with the specimen. You may unpack and inspect it as you would in a shop. A lawful deduction may apply if handling beyond what is necessary to inspect it reduces its value.
Refunds
For a qualifying cancellation, I refund the specimen price and the least expensive standard outbound delivery charge offered for the order. Any additional premium paid for faster delivery is not included.
I issue the refund to the original payment method within 14 days of receiving the return or evidence that you sent it back, whichever is earlier. Your payment provider may take additional time to display the refund.
Natural specimens and overseas orders
Minerals are individual natural objects. Disclosed crystal contacts, inclusions, matrix edges and known repairs form part of the description; they do not prevent a change-of-mind return. Undisclosed damage or a material difference from the description will be considered separately.
This policy applies to direct online specimen purchases, including overseas orders. Overseas customers retain any mandatory consumer rights applicable to them. Contact me for return instructions and customs paperwork guidance. Returns for purchases through another marketplace should be arranged through that marketplace.