Returns and refunds policy

Thank you for supporting Moss & Shroom Crystals. Each crystal is unique, and we want you to know what to expect when your order arrives. This policy explains natural crystal characteristics, how to report a problem, and the returns and refund arrangements for UK and international customers. Please read it alongside the product description before purchasing.

Natural characteristics of crystals

Natural crystals may have internal lines, fractures, inclusions, variations in colour, shape and texture, and minor surface imperfections. These can be part of the crystal’s natural formation rather than a fault. Delicate specimens may also shed small particles during transit.

Where these characteristics are accurately described or reasonably expected for the product, they do not by themselves establish a fault. We aim to show pieces clearly in photographs and live sales, and to disclose noticeable damage. This does not excuse undisclosed damage, a misleading description or goods that fail to meet legal quality standards. Any statutory cancellation rights remain unaffected.

Damage in transit and faulty or incorrect goods

Please inspect your order on arrival. If it is damaged, faulty, incomplete or incorrect, contact us as soon within 48 hours of delivery for visible transit damage. Prompt reporting helps us investigate, but this requested timeframe does not remove or shorten your statutory rights.

Please provide your order number or other proof of purchase, a description of the issue, and clear photographs of the item and packaging where practical. Keep the packaging while we investigate. Original packaging and an unboxing video are not conditions of a valid faulty-goods claim.

Who should contact us

Return and refund requests should be made by the original purchaser, using the email address associated with the order.

To protect customer privacy and meet our data-protection obligations, we verify identity before discussing personal order information. We do not disclose another customer’s order details to an unauthorised person. If the purchaser needs someone to act on their behalf, we require verified authority before discussing the order with that person. 

How to contact us

Email: mossandshroomcrystals@outlook.com or use the Contact Me page on www.mossandshroomcrystals.com. 

 

UK orders

 

Reporting a problem

The natural-characteristics, reporting and contact arrangements above apply to UK orders. Rights relating to faulty, damaged, incorrect or misdescribed goods are separate from the cancellation period below and may continue after it ends.

Returns and cancellations

For eligible online and other distance purchases, the Consumer Contracts Regulations give you 14 days after the day you, or a person nominated by you other than the carrier, receives the goods to tell us that you wish to cancel. You do not need to give a reason. You may also cancel before delivery. Where goods from one order are delivered separately, the period runs from receipt of the last goods. Applicable statutory rules govern other delivery arrangements.

We do not offer an additional voluntary change-of-mind period. Legal exceptions may apply to genuinely personalised goods or goods made to your specifications; any applicable exception will be identified before purchase. A natural, unique or randomly selected crystal is not exempt merely for that reason.

Return postage and condition

You are responsible for the direct cost of returning an unwanted purchase. For faulty, damaged or misdescribed goods, the return-cost with be arranged by Moss and Shroom Crystals. Please pack crystals securely and retain proof of posting. 

Return the goods with all their contents and accessories. Use the original packaging where possible or suitable protective packaging. You may inspect goods as you reasonably would in a shop. Opening packaging does not automatically remove cancellation rights. Where legally permitted, we may deduct an evidenced loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. There is no restocking fee for statutory cancellation.

Scoops and mystery selections

These products contain random assortments as explained in their listings. Particular pieces or monetary values are not guaranteed unless expressly advertised. Disliking an accurately described selection is not by itself a fault, but any legal cancellation right still applies.

A return of a complete scoop or mystery selection must include its original contents. Pieces must not be retained or substituted with items from other scoops. We may request photographs to identify the contents, without delaying a valid cancellation. Partial-order and bundle returns, and any deduction for missing or altered contents, are assessed under applicable law and supported by evidence.

Refund processing

For statutory cancellation, we refund without undue delay and no later than 14 days after receiving the goods back or evidence that they have been sent back, whichever is earlier. If we offer to collect, the applicable deadline is generally 14 days after cancellation. Refunds go to the original payment method without a refund fee.

When an entire eligible order is cancelled, the refund includes the least expensive standard delivery option we offered. Any premium delivery upgrade need not be refunded. Delivery refunds for partial cancellations follow applicable law. Faulty-goods refunds follow their own statutory deadlines. Your bank or payment provider may take additional time to display a refund.

 

International orders

 

Damaged, faulty or incorrect items

Our usual policy for damaged, faulty, missing or misdescribed goods applies to all international orders. If there is a problem with your order, please ask the original purchaser to contact us via our Contact Me page or email mossandshroomcrystals@outlook.com. Include your order details, a description of the issue and photographs where practical.

Where goods are confirmed to be damaged on arrival, faulty, incorrect or not as described, we will arrange an appropriate refund or other resolution in accordance with your applicable consumer rights. We cover reasonable necessary return postage for these items.

 We may need to confirm your country and state or province to establish the applicable requirements. This process does not make a statutory right dependent on our approval.

Change-of-mind returns by country

European Union and European Economic Area — Where EU or EEA consumer withdrawal law applies to an eligible distance purchase, you normally have 14 days after receipt to notify us of cancellation, without giving a reason, and a further 14 days to send the goods back. This includes applicable rules in EU member states, Iceland, Liechtenstein and Norway. We honour any different or additional mandatory local protections and any applicable statutory exceptions.

United States — We do not offer a voluntary change-of-mind return or exchange period. Please contact us to discuss a request. We assess it under the law applicable to your purchase, including relevant state law; a return is available where that law requires it. There is no general US federal cooling-off right for purchases made entirely online.

Other countries and territories — We do not offer a voluntary change-of-mind return or exchange period. Please contact us to discuss your request. We honour any cancellation or return rights required by the law applicable to your purchase, including the relevant country, state or provincial rules and required deadlines.

Your delivery country alone does not determine every legal right. Where UK law or another applicable law gives you cancellation rights, those rights remain protected. Contacting us does not itself create an additional return entitlement, and we do not extend UK cancellation rights worldwide as a voluntary benefit.

 

Nothing in this policy excludes or limits your statutory consumer rights.