Refund policy
Returns and exchanges are not accepted based on crystal characteristics or on change of mind. We do not allow refunds or exchanges on any sale items.
Stones are natural minerals. beautiful and unique in pattern and crystalline composure; therefore no two products will ever be the same.
Please be aware as natural objects they are appearance can vary from the images shown and they may contain tiny fissures and pits. Please expect to find inclusions and beautiful markings within the crystal itself. Our designs and crystal cuts are made to show the beauty of a crystalline structure rather than looking like glass. Please be aware that our products a hand-cut so they will never be completely ‘perfect’.
Refunds and store credits will be issued at the discretion of Crystal Sphere. All refunds are via the original payment method. Once we receive the item, we will begin to process the refund within 7-10 business days and we will notify you once the refund has been processed from our end.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@theroxbox.com.au. Please note that returns will need to be sent to the following address:
Crystal Sphere, 44-46 Medcalf Street, Unit 1, Warners Bay NSW 2282
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@theroxbox.com.au.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@theroxbox.com.au.