Refund policy

Refund Policy

30-day returns
We have a 30-day return policy: you have 30 days from the day you receive your order to request a return. To be eligible, the piece must be in the same condition you received it — unused, undamaged, and in its original packaging. Please include your receipt or proof of purchase.

One-of-a-kind pieces vs. assortment pieces
Many of our specimens are one of a kind — the exact piece in the photos is the piece you receive. Because there is only one of each, we can't offer direct exchanges on these. If you'd like a different piece, return the original for a refund and place a new order.

For items sold as an assortment — where you receive a hand-selected piece from our current stock rather than the exact piece pictured — exchanges are welcome. Contact us and we'll arrange a swap for another piece from the same assortment.

Natural variations
Crystals are formed by nature, not manufactured. Natural inclusions, color zoning, veining, and small surface characteristics are part of what makes each piece unique and are not considered defects.

Damaged, defective, or wrong items
Please inspect your order when it arrives. If your piece arrives damaged, defective, or you received the wrong item, contact us immediately at crystal.connection.ca@gmail.com with photos of the issue and we'll make it right — including covering your return shipping.

How to start a return
Email us at crystal.connection.ca@gmail.com within 30 days of receiving your order. We'll reply with return instructions and the return address. Please don't ship anything back before we've confirmed your return — unannounced returns can't be accepted.

Return shipping
For change-of-mind returns, the buyer covers return shipping. For items that arrived damaged, defective, or incorrect, we cover it.

Non-returnable items
Sale items and gift cards are final sale and can't be returned.

Refunds
Once we receive and inspect your return, we'll let you know whether it's approved. Approved refunds go back to your original payment method within 10 business days. Banks and card companies can take additional time to post it. If 15 business days have passed since approval and you haven't seen your refund, email us at crystal.connection.ca@gmail.com.