At The Calm Crystal Club, every crystal
is carefully selected, checked,
photographed, and securely
packaged before being sent.
As crystals are natural items,
minor natural imperfections,
inclusions, texture variations,
colour differences, small raw edges, or
natural formations are not considered
faults or damage — these are part
of each crystal’s unique beauty.
If Your Order Arrives Damaged
If your parcel arrives damaged,
please contact us within 24 hours of
delivery with the following:
• Clear photos of the outer packaging
• Clear photos of the damaged item
• An unboxing video showing the
parcel being opened and the
condition upon arrival (where
possible)
This helps us assess the issue fairly
and supports any courier claim if
required.
Refund / Replacement Conditions
No refunds or replacements will be
issued without sufficient evidence of
damage.
If a return is approved:
• The damaged item may need to be
returned before a refund or
replacement is processed
• This allows us to inspect the
item and submit a claim with the
courier where applicable
• Refunds or replacements will only be
processed once the item has been
received back if requested
Return Requirements
Returned items must:
• Be sent back in the condition
received
• Include original packaging where
possible
• Be returned within the timeframe
provided once return approval has
been confirmed
What Is Not Covered
We cannot offer refunds,
replacements, or returns for:
• Damage caused after delivery
• Improper handling after receipt
• Accidental drops, chips, or breakages
• Minor natural imperfections,
inclusions, or variations in natural
crystal products
• Change of mind on one-of-a-kind /
personalised items (if applicable)
• Failure to provide requested evidence
within the stated timeframe
Shipping Damage Claims
If damage occurred during transit, we
may require your cooperation to
complete a claim with Royal Mail.
Failure to provide requested evidence
may result in the courier claim being
denied.
Change of Mind Returns
If you change your mind about your
purchase, please contact us within 14
days of receiving your order.
Items must be:
• Unused
• In original condition
• Returned securely packaged
• Return postage is the buyer’s
responsibility
For hygiene reasons, earrings (if sold)
cannot be returned unless faulty.
Refunds for eligible returns
will be processed once the item
has been safely received and
inspected.
Non-Returnable Items
The following items are non-
returnable unless faulty:
• Personalised/custom items
• Sale / clearance items
• Gift cards (if applicable)
Final Decision
The Calm Crystal Club
reserves the right to refuse refunds or
replacements where policy
requirements are not met.