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Returns policy

Returns & Exchanges (Online Orders)

At Crystal Mountain, we carefully select and inspect every piece before it leaves us. Because many of our items are unique, natural, or one-of-a-kind, we ask customers to choose carefully before placing an order.

Change of Mind

We are unable to offer returns or exchanges for change of mind on online purchases.

This includes situations where:

  • You’ve changed your preference

  • The item isn’t quite what you expected

  • An incorrect selection was made at checkout

  • A gift recipient decides it isn’t suitable

As a small New Zealand business offering many individual and collector-grade pieces, we are not always able to restock returned items in new condition.

If you are unsure about a product before purchasing, we warmly encourage you to contact us — our team is happy to provide additional photos, sizing guidance, or further information to help you choose with confidence.

webinfo@crystalmountain.co.nz

Important Information

  • All return enquiries must be authorised before items are sent back.

  • We recommend using tracked shipping for any approved returns, as we cannot accept responsibility for items lost in transit.

  • Shipping costs are non-refundable unless required under consumer law.

Damaged, Faulty or Incorrect Items

Please inspect your order upon delivery.

Your satisfaction is important to us. If your item arrives damaged, faulty, or significantly different from its description, please contact us within 48 hours of delivery with:

  • Your order number

  • Clear photographs of the item and packaging

Email: webinfo@crystalmountain.co.nz

Where a product is confirmed to be faulty under the New Zealand Consumer Guarantees Act 1993, we will meet our obligations under that Act.

We reserve the right to inspect returned goods before approving a repair, replacement or refund.

Jewellery, Crystals & Mineral Specimens

Due to the natural and delicate nature of crystals, fossils and mineral specimens:

  • Natural inclusions, colour zoning, surface features and minor irregularities are not considered faults

  • Breakage due to impact, mishandling, improper care or wear is not considered a manufacturing defect

  • Claws, prongs and settings are subject to normal wear and tear

Proper care and storage are recommended.

Exchanges

We do not process direct exchanges.

If you would like a different item, please return your approved item. Once store credit has been issued, you may place a new order.

Shipping costs for both the return and the new order are the responsibility of the customer unless the item is confirmed faulty.

Refund Processing

Where a refund is approved (for faulty items or approved discretionary cases), refunds will be processed to the original payment method within 10 business days of approval.

Please allow additional time for your bank or credit card provider to process the transaction.

If more than 15 business days have passed since approval, please contact:

webinfo@crystalmountain.co.nz

Payment Disputes & Order Concerns

We genuinely want you to be happy with your purchase. If something isn’t right, please contact us first — most concerns can be resolved quickly and efficiently.

Email: webinfo@crystalmountain.co.nz

Order Verification & Security

All online orders are processed securely through windcave payment gateway and may undergo automated fraud screening.

Orders are authorised through your payment provider at the time of purchase.

If additional verification is required before dispatch, we may contact you to confirm details.

Delivery Confirmation

Once your order has been dispatched, you will receive tracking details.

If courier tracking confirms delivery to the address entered at checkout, the order is considered fulfilled.

Please ensure:

  • Your shipping address is correct

  • Someone is available to receive high-value items

  • Delivery instructions are accurate

If you believe there has been a delivery issue, contact us promptly so we can assist.

Product Description & Natural Variation

We take care to accurately describe and photograph our products.

Crystals, minerals and gemstones are natural materials and may display inclusions, colour variations, growth lines or surface characteristics. These natural features are part of their unique formation and are not considered faults.

If you believe an item does not match its description, please contact us and we will review the matter carefully.

If a Payment Dispute Is Opened

If a chargeback or bank dispute is initiated, Shopify Payments requires us to provide documentation to the issuing bank for review.

This may include:

  • Order confirmation details

  • Payment authorisation confirmation

  • Fraud screening results

  • Courier tracking confirmation

  • Communication records

We will cooperate fully and provide accurate documentation as required.

Legal Notice

This policy applies to change-of-mind returns and does not limit your rights under the New Zealand Consumer Guarantees Act 1993.

Crystal Mountain reserves the right to decline returns that do not meet the conditions outlined above.