Returns & Exchanges Policy

We want you to be happy with your order from Sunset Crystals. Please check your items carefully when they arrive and contact us by email if there is a problem with your order.

Change of Mind Returns

For most items, we accept change of mind returns within 30 days of delivery, provided the item is unused, unopened where applicable, in its original packaging and in resaleable condition.

Please contact us by email before returning any item. Once we have received your request, we will provide return instructions.

  • Return postage for change of mind returns is the responsibility of the customer.
  • Original shipping charges are not refunded for change of mind returns.
  • We recommend using tracked or registered post, as we cannot take responsibility for items lost in transit on their way back to us.

Items Not Eligible for Change of Mind Returns

The following items cannot be returned or exchanged for change of mind, incorrect choice or if they are no longer required:

Faulty, Damaged, Missing or Incorrect Items

If you believe an item is faulty or not as described, please contact us as soon as possible so we can assess the issue and help resolve it.

If your order arrives damaged, has missing items, or you have received an incorrect item, you must contact us by email within 7 days of receiving your order.

Please include:

  • Your order number
  • A brief description of the issue
  • A clear photo of the item and/or parcel packaging, where possible

Photos help us assess the issue and resolve it quickly.

If the problem is due to an error on our behalf, or the item is confirmed to be faulty, damaged, incorrect or not as described, we will work with you to provide a suitable remedy. This may include a replacement, refund or another agreed solution.

Where a return is required because of an error on our behalf, or because an item is faulty, damaged, incorrect or not as described, we will cover reasonable return postage costs.

How to Return an Approved Item

Please do not return any item until you have contacted us by email and your return has been approved.

Once your return has been approved, please package the item securely to help prevent damage in transit.

Where possible, please return the item in its original packaging and include a copy of your invoice or order details inside the parcel.

If the item is boxed, please wrap the box in protective packaging, paper or plastic before posting. Please do not place postage labels directly onto the product box where it may affect the condition of the returned item.

Approved returns should be posted within 10 days of return approval, unless otherwise agreed.

Once your returned item has been received and checked, we will process your refund, replacement or exchange as agreed.

Refunds are usually processed within 5 business days after we receive and check the returned item.

Australian Consumer Law

Nothing in this policy is intended to limit your rights under Australian Consumer Law. If an item is faulty, damaged, incorrect, not as described or does not meet the required consumer guarantees, please contact us so we can resolve the issue.