Refund policy

Last updated 25 May 2026

At Crystal Hearts Atelier, we take great care in curating high-quality crystals, minerals, décor, jewelry, and lifestyle products. If you encounter any issues with your purchase, please review the policy below carefully.

Returns

We offer a 30-day return window, meaning you may request a return within 30 days of receiving your order.

To be eligible for a return, the item must be:

  • In the same condition that you received it
  • Unused and unworn
  • In its original packaging
  • Accompanied by proof of purchase

To initiate a return, please e-mail us at crystalheartsatelier@gmail.com.

If your return request is approved, we will provide instructions on how and where to send your package.

Items sent back without prior approval may not be accepted.

Unless the return is due to a defective, damaged, or incorrect item, customers are responsible for return shipping costs.

Change of Mind & Non-Defective Returns

Except where required under applicable consumer protection laws, we generally do not accept returns, cancellations, or refunds for:

  • change of mind,
  • personal preference,
  • delayed response,
  • incorrect selection,
  • buyer’s remorse,
  • subjective expectations,
  • or natural variations inherent to crystals and minerals.

Due to the curated, limited, and often one-of-a-kind nature of our products, exceptions, if any, are granted strictly at our discretion and may be subject to administrative, shipping, processing, restocking, or other non-recoverable fees.

Original shipping fees, payment processing fees, duties, taxes, and other non-recoverable transaction costs are non-refundable.

This does not affect any rights consumers may have under applicable consumer protection laws relating to defective, damaged, or incorrectly supplied goods.

Damages, Defects, or Incorrect Items

Please inspect your order upon delivery and contact us promptly if:

  • The item arrives damaged
  • The item is defective
  • You received the wrong item

If an issue is confirmed, we will work with you to provide an appropriate solution, which may include repair, replacement, price reduction, store credit, or refund, in accordance with applicable consumer protection laws.

To help us resolve the issue efficiently, please provide:

  • Your order number
  • Clear photos of the item
  • Photos of the packaging and contents, in case damage occurred during transit

Claims submitted without sufficient supporting documentation may delay assessment or resolution.

Natural Variations (Crystals & Minerals)

Crystals and mineral specimens are natural formations created by the Earth over thousands to millions of years.

Variations in:

  • Color
  • Shape
  • Inclusions
  • Texture
  • Formation
  • Natural lines, pits, or surface irregularities

These are natural characteristics and part of each piece’s unique beauty. These natural variations are not considered defects and are not valid grounds for returns.

We strive to photograph and describe each piece as accurately as possible; however, slight differences may occur due to lighting, photography, screen settings, or natural material variation.

Non-Returnable Items

Certain items cannot be returned, including:

  • Custom or personalized pieces
  • Special-order items
  • Gift cards
  • Wholesale lots
  • Opened consumable or ritual products where hygiene or safety may be affected

Sale, clearance, Archive Release, Studio Reset, discounted items, and selected promotional items may be considered final sale unless the item is defective or otherwise required under applicable consumer laws.

If you are unsure whether your item qualifies for return, please contact us before purchasing.

Exchanges

If you wish to exchange an item, the fastest way is to request a return (if eligible) and place a new order for the desired item. This helps ensure the availability of replacement items.

Exchange requests remain subject to stock availability.

Complimentary / Free Shipping Promotions

Complimentary or promotional shipping offers are subject to minimum spend requirements and applicable campaign terms.

If an order no longer meets the qualifying threshold after:

  • discounts,
  • store credits,
  • refunds,
  • partial cancellations,
  • or item removals,

The original shipping charges may be reinstated or deducted from the refund amount.

Complimentary shipping promotions may not apply to:

  • sale items,
  • clearance events,
  • Studio Reset sales,
  • oversized items,
  • international shipments,
  • private listings,
  • or specially stated exclusions.

Store Credits & Promotional Credits

Store credits, cashback credits, shipping credits, promotional vouchers, goodwill credits, and loyalty rewards:

  • are non-transferable,
  • non-cashable,
  • and may not be combined with selected promotions unless otherwise stated.

The issuance of goodwill credits, compensation, or promotional benefits does not automatically entitle customers to additional complimentary shipping, refunds, discounts, or pricing adjustments unless expressly approved.

Credits may be subject to expiry periods and campaign-specific conditions.

Payment Processing Fees

Payment gateways and financial providers may charge non-refundable transaction or processing fees at the time of purchase.

In the event of cancellations, voluntary returns, charge reversals, or refunds not caused by our error, these fees may be deducted from the refundable amount where permitted under applicable law.

Refused, Unclaimed, or Returned Parcels

If a parcel is refused, unclaimed, abandoned, returned due to incorrect address details, failure to pay duties/taxes, or unsuccessful delivery attempts, the customer will be responsible for:

  • return shipping charges,
  • re-delivery fees,
  • duties/taxes,
  • storage fees,
  • and any non-recoverable processing or handling costs incurred.

Any refund issued in such situations may be subject to deductions for these incurred costs.

European Union – 14-Day Cooling-Off Period

If your order is shipped to a country within the European Union, you may have the right to cancel or return your order within 14 days of delivery, for any reason and without justification, in accordance with applicable EU consumer protection regulations.

To exercise this right:

  • The item must be unused, in original condition, and returned in original packaging
  • Proof of purchase must be provided

Customers remain responsible for return shipping costs unless the item is defective, damaged, or incorrectly supplied.

Certain items may be exempt from the cooling-off period under EU regulations, including customized or personalized goods.

Refunds

Once we receive and inspect your returned item, we will notify you whether the refund has been approved.

If approved:

  • Refunds will be issued to the original payment method
  • Processing typically takes 5–10 business days
  • Your bank or payment provider may require additional time to complete the transaction

Original shipping fees, payment processing fees, duties, taxes, and other non-recoverable transaction costs are non-refundable except where required under applicable consumer protection laws or where the return is due to our error, an incorrect item, or a confirmed defect.

If more than 15 business days have passed since your refund approval, please contact us at crystalheartsatelier@gmail.com.

Consumer Rights

This policy operates in addition to and does not affect your rights under applicable consumer protection laws, including:

  • Singapore’s Consumer Protection (Fair Trading) Act and Lemon Law
  • The European Union Consumer Rights Directive

Where required by law, customers may be entitled to remedies such as repair, replacement, price reduction, or refund for defective goods.