Refund policy

RETURN AND REFUND POLICY

Last updated: 8 September 2026

At Hex & Harmony Crystals, we want you to be happy with your purchase. This policy explains how returns, refunds and cancellations work for customers in the United Kingdom, European Union, European Economic Area and United States.

30 day return policy

We accept eligible returns requested within 30 days of delivery.

To request a return, contact us at info@hexandharmonycrystals.com with your order number and the item or items you would like to return.

Please do not send an item back without contacting us first. We will provide return instructions and the appropriate returns address.

Items returned under our voluntary 30 day return policy must be returned in the condition in which they were received, with original packaging where reasonably possible.

United Kingdom customers

Nothing in this policy affects your statutory consumer rights.

For most goods purchased online, UK customers have the legal right to cancel their order within 14 days of receiving it without giving a reason. After notifying us of the cancellation, you have a further 14 days to return the goods.

Where an entire order is cancelled under your statutory cancellation rights, we will refund the cost of standard outbound delivery. If you selected a more expensive delivery service, we are only required to refund the equivalent cost of our standard delivery service.

European Union and European Economic Area customers

Nothing in this policy limits your rights under applicable EU or EEA consumer protection law.

Customers purchasing online generally have the right to withdraw from their purchase within 14 days of receiving the final item in the order without providing a reason.

You may also request cancellation of an eligible order before it has been dispatched.

United States customers

US customers may request an eligible return within 30 days of delivery under our store return policy.

Original delivery charges for change of mind returns are not refundable unless required by applicable law or unless the item was faulty, damaged or sent incorrectly.

Return postage

For change of mind returns, the customer is normally responsible for the cost of returning the goods unless applicable consumer law states otherwise.

We recommend using a tracked postal service. We cannot be responsible for returned parcels that do not reach us.

If an item is faulty, damaged or you have received the wrong item, please contact us at info@hexandharmonycrystals.com. Where we are responsible for the return, we will cover reasonable return postage costs.

Damaged, faulty or incorrect items

Please inspect your order when it arrives and contact us as soon as reasonably possible if your item is damaged, defective or incorrect so that we can resolve the issue.

Your statutory rights regarding faulty or misdescribed goods are not affected by this policy.

Natural crystals and minerals

Crystals, minerals and other natural materials naturally vary in colour, pattern, shape, inclusions and surface texture. These natural characteristics are not considered faults where the item is otherwise as described.

Items that cannot normally be returned

Certain goods may be excluded from change of mind returns where permitted by law, including goods made specifically to your requirements or clearly personalised goods, and sealed goods that are unsuitable for return for health or hygiene reasons once the seal has been broken.

These exclusions do not affect your rights if an item is faulty, damaged or not as described.

Refunds

Once your return has been received and checked, we will notify you.

Approved refunds will be issued to your original payment method. Refunds will normally be processed within 14 days of receiving the returned goods or, where applicable, receiving evidence that the goods have been returned.

Your bank, card provider, PayPal, Klarna or other payment provider may take additional time to display the refund in your account.

Exchanges

If you would like a different product, the quickest option is normally to return the original item and place a new order once your return has been approved.

Cancellations

If your order has not yet been dispatched, please contact us as soon as possible or use the cancellation option available through your customer account where available.

Contact

Hex & Harmony Crystals
Email: info@hexandharmonycrystals.com

For return instructions or questions about a refund, please contact us using the email address above.

This policy does not limit any mandatory rights available to you under the consumer laws that apply in your country.