Refund policy

 

UK Orders

Thank you for supporting Moss & Shroom Crystals. As each piece is unique, please read this policy carefully before purchasing.

 

Natural Characteristics of Crystals

All crystals are natural products and may include:

• Internal lines, fractures, or inclusions
• Variations in colour, shape, and texture
• Minor surface imperfections

These are natural features, not defects, and therefore are not eligible for refunds, returns, or exchanges.

Some delicate specimens may also experience minor shedding or small fragments loosening during transit. Where this does not affect the overall structure or appearance of the piece, this is considered normal and not eligible for refund.

We always aim to show items clearly in photos and/or live sales. Any noticeable damage will typically be disclosed and reflected in the price.

 

Damages in Transit

Please inspect your order upon arrival.

If your item arrives damaged, you must contact us within 48 hours of delivery via:

• Email: mossandshroomcrystals@outlook.com
• Or via our social media channels

Your message must include:

• Clear photos of the item
• Photos of the packaging
• A description of the issue

Each case is reviewed individually. Where damage is confirmed to have occurred during transit, we will work with you to agree a suitable resolution. This may include a refund, partial refund, store credit, or return, depending on the circumstances.

 

Returns & Cancellations (UK & Online Orders)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item for any reason.

To be eligible:

• You must notify us within 14 days of delivery
• The item must be returned in its original condition and packaging
• Return shipping costs are the responsibility of the customer (unless the item is faulty or damaged)

Once the item is received and inspected, a refund will be issued to the original payment method.

 

Non-Returnable Situations

We do not accept returns, refunds, or exchanges for:

• Natural inclusions, cracks, or variations
• Minor transit-related shedding that does not affect the piece
• Change of mind after the 14-day cancellation period
• Items not returned in original condition

 

Refund Processing

Once agreed:

• Refunds are processed within 10 working days
• Your bank or payment provider may take additional time to complete the transaction

 

International Orders

We accept orders from a range of international destinations. Our returns and refund process applies to international customers in the same way as UK orders, with the additional points below.

 

Reporting Issues

If there is an issue with your order (including damage, missing items, or incorrect items), you must contact us within 48 hours of delivery via:

• Email: mossandshroomcrystals@outlook.com
• Or via our social media channels

Please include:

• Clear photos of the item
• Photos of the packaging
• A description of the issue

All cases are reviewed individually, and we will work with you to agree an appropriate resolution where applicable.

 

Returns (International)

If you wish to return your order under your 14-day cancellation right, you must:

• Notify us within 14 days of receiving your item
• Return the item in its original condition and packaging

Please note:

• Return shipping costs are the responsibility of the customer unless the item is faulty or not as described
• We recommend using a tracked service, as we cannot issue refunds for items not received

 

Refused or Unclaimed Deliveries

If an order is:

• Refused at delivery
• Not collected
• Returned due to unpaid customs charges

We reserve the right to deduct any costs incurred (including return shipping fees or courier charges) from your refund.

 

Consumer Rights

Nothing in this policy affects your statutory rights. Orders are handled in line with applicable consumer protection laws.

 

Contact

For any queries, please contact: mossandshroomcrystals@outlook.com

By purchasing, you agree to this policy