At Kates Crystals, we want you to be happy with your purchase. We take pride in offering carefully selected natural crystals and gemstones, and we strive to ensure every order arrives safely and accurately.
Please review our Return & Refund Policy below.
Returns
We accept returns within 14 days of the date your order is delivered.
To be eligible for a return, the item must be unused, in its original condition, and returned in its original packaging whenever possible.
Before returning any item, please contact us so we can review your request and provide return instructions.
Change of Mind Returns
If you wish to return an item because you changed your mind, return requests will be reviewed on a case-by-case basis.
Customers are responsible for all return shipping costs for change-of-mind returns.
Original shipping charges are non-refundable.
Damaged or Incorrect Items
If your order arrives damaged or you receive the wrong item, please contact us as soon as possible after receiving your package.
Please include:
- Your order number
- A description of the issue
- Clear photos of the item and its packaging
Each situation will be reviewed on a case-by-case basis, and we will work with you to determine the most appropriate resolution, which may include a replacement, exchange, store credit, or refund where appropriate.
Sale Items
All sale, clearance, and discounted items are considered final sale and are not eligible for return or refund unless required by applicable consumer protection laws.
Natural Crystal Variations
Our products are made from natural crystals and gemstones.
Each piece is unique and may naturally vary in:
- Colour
- Pattern
- Inclusions
- Shape
- Texture
- Natural markings
These natural characteristics are part of the beauty of genuine crystals and are not considered defects.
Whenever possible, customers will receive the exact item shown in the product photos. Minor differences caused by lighting, screen settings, or natural characteristics are normal and should be expected.
Returns or refunds will not be accepted solely due to these natural variations.
Refunds
Once your returned item has been received and inspected, we will notify you of the outcome of your return request.
If your return is approved, your refund will be issued to your original method of payment whenever possible.
Please note that it may take several business days for your financial institution to process and post the refund.
Contact Us
If you have any questions regarding this Return & Refund Policy or would like to request a return, please contact us.