At The Crystals Library, customer satisfaction is our top priority. We strive to ensure that every crystal, gemstone, and spiritual item you receive is of high quality and accurately described. However, we understand that sometimes returns or refunds may be necessary. This policy explains when and how you can return products and request refunds.

Eligibility for Returns

We accept returns for the following situations:

  • You received a damaged, defective, or broken product.
  • The product delivered is significantly different from what was described or shown on our website.
  • You received the wrong item or incorrect quantity.
  • You changed your mind, and the product is unopened and unused (case-by-case basis).

To be eligible for a return:

  • The item must be in its original condition, unused, and in its original packaging.
  • You must notify us within 7 days of receiving your order.

You must provide proof of purchase (order number, receipt, or confirmation email).

Non-Returnable Items

Due to the unique and delicate nature of some of our products, the following items are non-returnable unless defective:

  • Custom or made-to-order gemstones
  • Items purchased during promotions, flash sales, or clearance
  • Crystals or gemstones with minor natural variations (such as color, size, texture, or markings)
  • Opened products that have been handled or used
  • Gift cards and downloadable digital items

We appreciate your understanding, as natural crystals often vary in appearance and are not considered “defective” due to minor irregularities.

How to Request a Return

To initiate a return, please follow these steps:

  1. Email us at: support@thecrystalslibrary.com
  2. Use the subject line: Return Request – [Your Order Number]
  3. Include:
    1. Your full name and order number Reason for the return
    1. Clear photos of the item (if damaged or incorrect)

Our support team will respond within 24–48 hours with instructions. Once your return is approved, we’ll share the return address and next steps

Return Shipping

  • If the return is due to our error (e.g., wrong item, damaged product), we will cover the return shipping costs or arrange a pickup.
  • If the return is due to customer change of mind, the customer is responsible for the return shipping.

We recommend using a trackable shipping method and keeping your receipt. We are not responsible for items lost in transit.

Refund Process

Once your return is received and inspected:

  • You will be notified via email that we’ve received your returned item.
  • If approved, your refund will be processed within 7 business days.
  • Refunds are issued using your original payment method (e.g., credit card, PayPal).
  • You will receive a confirmation email once the refund has been completed.

Please note: Depending on your bank or payment provider, it may take an additional 3–5 business days for the refund to reflect in your account.

Late or Missing Refunds

If you haven’t received your refund after 10 business days:

  • Check your bank account or payment provider first.
  • Contact your credit card company—it may take time before your refund is officially posted.
  • Then contact your bank or payment processor.
  • If you’ve done all of the above and still haven’t received your refund, please contact us at:
    📧 support@thecrystalslibrary.com

Exchanges 

We currently do not offer direct exchanges. If you want a different product, we recommend:

  1. Returning the original item for a refund.
  2. Placing a new order for the item you want.

This helps ensure fast and accurate service.

Cancellations

You may cancel your order within 12 hours of placing it. After this window, we may have already begun processing or shipping your items.

To cancel an order:

  • Email us at: support@thecrystalslibrary.com
  • Subject: Order Cancellation – [Your Order Number]

We will confirm the cancellation and issue a full refund if the item has not been shipped.

Damaged or Incorrect Products

If your item arrives broken, damaged, or incorrect, please:

  • Take clear photos of the product and packaging
  • Notify us within 48 hours of delivery
  • Email us at: support@thecrystalslibrary.com

We will assess the situation and offer one of the following:

  • A replacement at no extra cost
  • A full refund
  • Store credit or discount for your next purchase

     

International Orders

International customers must follow the same process as above. However:

  • Return shipping charges are typically the responsibility of the customer unless the item is defective or incorrect.
  • Customs duties or taxes are non-refundable.

We recommend checking your country’s import regulations before placing your order.

Contact Us

If you have any questions about this policy or need assistance with a return or refund, please feel free to contact our support team.

The Crystals Library – Customer Support
📧 Email: support@thecrystalslibrary.com
📱 WhatsApp / Phone:+923259821124
🌐 Website: www.thecrystalslibrary.com

We truly value your business and strive to make every shopping experience a positive one. Thank you for trusting The Crystals Library with your crystal and gemstone needs.