REFUND AND RETURNS POLICY
Effective Date: 25/08/2025
Last Updated: 25/08/2025
OVERVIEW
Ithaca Crystals appreciates your business and wants you to be satisfied with your purchase. This policy outlines our approach to returns, refunds, and replacements whilst respecting your rights under Australian Consumer Law (ACL).
Important Note: As natural products, crystals, minerals, and gemstones each have unique characteristics, including natural inclusions, fractures, and variations in colour and pattern. These are not considered defects.
Ithaca Crystals does not accept returns, refunds, or replacement of a product based on change of mind or crystal characteristics (a natural flaw or fracture in a crystal). Crystals are natural minerals each beautiful and unique in pattern and crystalline composure; therefore, no two Crystals will ever be the same. No two polished items are the same as they are handmade. Please be aware as natural objects their appearance can vary from the images, and they may have naturally occurring inclusions, fractures, and cracks that do not affect their individual quality.
Goods and invoices must be checked on arrival, for any short shipments, faulty products, or breakages. If signing for your delivery, please make sure, you have the total amount of boxes and that they are in good condition. Any loss or damage must be noted by the delivery person. If your stock comes in damaged boxes or is fragile such as slump bowls and singing bowls, please film an unboxing video. This helps with insurance claims.
All discrepancies, incorrect, faulty, or damaged goods must be notified in writing within 7 days of receipt of order, otherwise claims will not be recognised. To do this please email us at orders@ithacacrystals.com.au with the details of the damaged item/s, short shipment, or fault and include photos or videos for damaged stock and packaging. Email, specify “Damaged Stock,” “Order Discrepancy,” or “Faulty Stock,” in the Subject line.
We do not exchange, return, or refund any orders unless, we sent you the wrong items, you did not receive the full order, or the item is damaged or faulty. Any items faulty upon arrival will be replaced, repaired, or refunded at the discretion of Ithaca Crystal. Ithaca Crystals only replace or refund items if they were damaged during the freight process. Ithaca Crystal advises that any item/s deemed to be damaged after arriving due to mistreatment or change of mind will not be refunded or replaced.
You will be required to return the products in a safe and secure manner at your own cost. All damaged/faulty items are to be returned at the buyer’s expense before a replacement or refund (excluding the freight charges) can be processed. In the case of exchanges, we will match the exchange to a similar item that has the same or similar price value. The new item will not be identical because each item is unique.
In all instances, never send an item back before contacting us first and agreeing on a remedy. We may be able to come up with an alternative solution that will save you from having to return the item.
All freight charges for returning items will be the responsibility of the buyer unless otherwise agreed by us. If we accept responsibility for return freight costs, those costs must be reasonable and not excessive – it is up to you to repack the goods with adequate padding in a properly sized box for the product. Please contact us if you have any queries about repacking the stock
CONTACT INFORMATION
Returns and Refunds:
Email: orders@ithacacrystals.com.au
Phone: 1300 ITHACA (1300 484 222)
Fax: 1300 139 554
Address:
27 Dividend Street, Mansfield, QLD 4122
183 Currans Rd, Cooranbong, NSW
Business Hours:
Monday – Friday: 9:00 AM – 4:00 PM
Warehouse Access: Entry until 3:30 PM (complete purchases by 4:00 PM)