The Crystal Shop we want you to be satisfied with your purchase and you’re The Crystal Shop shopping experience overall. We understand that sometimes you may wish to return a product you have purchased from The Crystal Shop, so we have set out our policy regarding returns and refunds to assist you in this process.
Our returns policy includes the rights you have under the Australian Consumer Law (see below) and provides you with additional benefits in addition to those rights, because your satisfaction is important to us.
Your rights under the Australian Consumer Law:
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Where a failure of a product does not amount to a major failure, The Crystal Shop is entitled to choose between providing you with a repair, replacement or other suitable remedy. Any cost incurred by you in returning the product(s) to The Crystal Shop will be borne by you.
To obtain compensation, you will need to provide The Crystal Shop documentary evidence of the loss or damage suffered, and documentary evidence that such loss or damage was a reasonably foreseeable consequence of a failure by The Crystal Shop to comply with a consumer guarantee under the Australian Consumer Law. Such evidence may include photographs, statutory declarations, receipts or reports (eg from your doctor), depending on the loss or damage.
- Returning a Product:
Where: For all product returns please return either in person or by mail to:
The Crystal Shop
166 Camden Arcade
Shop 8 166 Argyle St
Camden NSW 2570
Please retain your Receipt:
In order to obtain a refund, exchange or repair, you must have clear proof of purchase – typically, a receipt.
All refunds or exchanges must be notified to The Crystal Shop within 3 days of receiving your items.
How long do I have? Your rights to a remedy under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. The Crystal Shop adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us. At The Crystal Shop we will always take a fair and reasonable approach.
- Product Assessment:
Once we have established proof of purchase, as you can appreciate, we will need to assess the product to determine the nature of the issue and how we can help you, be it a refund, repair or exchange. In many situations, this will be a simple assessment. For example, if the product was mis-described or incorrectly labelled, or if the fault is relatively simple and safe to determine, we can assess it then and there in-store. Sometimes it may be dangerous or may not be possible to assess the product in-store due to the nature of the product (for example if it is an electrical, software or technology item). In these circumstances, we will send the product to the manufacturer or their repair agent to determine the issue and its resolution.
Our staff are happy to forward your product to the manufacturer or repair agent and liaise with them on your behalf. Whilst we will do our best to provide you with a timely resolution, it may take six weeks or more to complete the process due to the number of parties involved.
It may be more convenient for you to liaise with the manufacturer directly (which may be more time efficient). You certainly have that option. Staff is happy to provide you with their relevant contact details to assist you. When we send your product to the manufacturer or their agent, we will ask them to assess the product and provide their assessment within a reasonable time frame.
The manufacturer will assess the product and determine whether:
- There is a minor fault:Where there is a minor fault and the product can be easily repaired, this will be carried out and the product returned to you within a reasonable time frame.
- There is a major fault:If the assessment is that the product has experienced a major fault you may choose to receive a refund, replacement, repair or returns card.
- The product has been damaged through abnormal use: Unfortunately The Crystal Shop cannot offer a refund or exchange where the product has sustained damage due to abnormal use, whether this is identified by The Crystal Shop, the manufacturer or their agent.
- Have you changed your mind?:
If you have changed your mind, orders may be cancelled and a credit note given if you contact The Crystal Shop within 24 hours of placing your order and we have not yet processed it or shipped it. Please contact us to check the status of your order. Cancellations will only be accepted by email or phone.
- Substitute Products:
Should The Crystal Shop be unable to supply to the exact specifications of the ordered product we shall advise you within 24 hours of the first working day from which you placed your order and provide a substitute. You are under no obligation to accept the substitute.
We will offer a 3 day refund policy if the product you have received is not in accordance to what you have ordered or is damaged prior to opening the item. Items must be returned within 3 days in their original packaging, unused and undamaged. Prior authorization must be obtained before returning any goods. Goods that are ordered incorrectly will not be refunded. No refunds will be given on custom designed products or any products damaged by yourself or other third parties associated with yourself.