How to Return Your Product

Faulty Products

If you are experiencing issues with your product, please refer to our Help Centre first for instant answers to frequently asked questions and product specific troubleshooting. If you are unable to find an answer or solution to your issue, please contact our Support team through your thecrystalgarden.com.au account dashboard. After contacting our Support team, you will be automatically sent 3 articles that we believe are most likely to resolve your issue – this automated response is provided in addition to contact from our Support team.

Please note that where Products are faulty or damaged upon delivery, photographic evidence of the damage or fault must be submitted to The Crystal Garden Australia Support via the Help Centre within 3 days of receipt of the product. Failure to do so may result in your claim being denied.

To lodge a claim:

• Simply contact our Support team through your Thecrystalgarden.com.au account dashboard and provide our team with a description of the fault. To assist our team in providing you with a speedy resolution, please include photos and/or a short video demonstrating the damage or fault with your product.
• Our Support team will review your claim and in the first instance, attempt to troubleshoot and resolve the issue for you without the need to return your product.
• If it is determined via troubleshooting that your product may be faulty, our team will provide instructions to have the product returned for assessment. If the product does need to be returned, we will arrange return shipping at no cost to you. For larger items, an on-site assessment may be arranged.
• Once we receive the product, our experienced technicians will assess it and determine how to best resolve the issue.

As an online store, Thecrystalgarden.com.au do not have physical retail stores where you can return your faulty products. As such, it is important that you provide our team with as much information as possible (including photos and/or videos) to ensure your product fault can be diagnosed promptly, and so that we can resolve your issue. The following steps explain the process for returning a faulty product:

Enquiry & Troubleshooting

Our Support team will correspond with you to determine the nature of the reported issue and provide relevant troubleshooting steps. In many cases claims are resolved via correspondence without the need to return the item. To assist our team resolve your issue as quickly as possible, please include photos and/or video of the issue when you contact us through your thecrystalgarden.com.au account dashboard

Item Return

If necessary your item may need to be returned. Smaller items are typically returned via a prepaid Australia Post label, while large items will be collected by courier or our repair agents. Large items will need to be suitably packaged for transit prior to return. We strongly recommend that you keep your original packaging to assist in this returns process. Some items such as large white goods and Scalarfield Crystal Light Bed Devices may be assessed on-site. If your item is diagnosed as faulty, Thecrystalgarden.com.au  will cover the cost of sending this to our nominated repair centre, however if you are returning a Thecrystalgarden.com.au  Exclusive Brands product because you changed your mind, you will need to cover the cost of sending the product back to us.

Technical Assessment

Your item will be assessed by our technicians or sent to the manufacturer. While we endeavour to complete all assessments as quickly as possible, we request that you allow up to 10 business days once we have received the item.

Repair or Replacement

We will repair your product where possible and may need to order parts that are required to complete this. We will replace the product if necessary. Depending on the nature of the fault, you may be entitled to a refund or a replacement. For more information please refer to the Warranty Terms.

Return Delivery

We will deliver any repaired items back to you or arrange a replacement if necessary. If a refund is to be issued, this will be completed by reversing the original transaction. The faulty item will become the property of Thecrystalgarden.com.au.

Manufacturer’s Warranty

In most instances, where you experience an issue with a product that comes with a manufacturer’s warranty, the manufacturer will be able to provide a faster assessment and remedy. Many manufacturers will have dedicated Support centres with access to more detailed knowledge on their respective products, in addition to better access to spare parts.
You may prefer to contact the manufacturer directly to seek a resolution rather than Thecrystalgarden.com.au.

If you would prefer Thecrystalgarden.com.au to assist you, and choose not to go to the manufacturer, then our team will of course be happy to assist you and you can contact us directly through the Help Centre.

Change of Mind Returns

Thecrystalgarden.com.au understands that you will not always be able to test and handle our products prior to purchase and that’s why we are proud to offer a 14-day Change of Mind Policy for many of our Exclusive Brand items.

Whilst we offer a 14-day Change of Mind Policy for many of our Exclusive Brand items, it is important to note that Consumer Guarantees do not apply if you simply changed your mind, found the item cheaper elsewhere, decided you did not like the purchase, or had no use for it, so please check the item listing carefully at the time of purchase to see if the product you have ordered is eligible for a change of mind return. You can find this information in the Warranty & Returns section of each product listing.

If you would like to return a Thecrystalgarden.com.au Exclusive Brand item that is eligible to be returned under our 14-day Change of Mind Policy, please contact our Support team through your thecrystalgarden.com.au account dashboard and they will gladly assist you.

Size Exchange

If a product doesn’t fit and needs to be exchanged, please contact our support team via the Help Centre. To be eligible for a size exchange, you must make the request within 14 days of receiving the goods and you must return the product within 10 days of the request.

In order to make the exchange process as seamless as possible, please have pictures of the goods ready to be assessed. Images can be uploaded directly from your thecrystalgarden.com.au account dashboard. Please do not return the product until the customer service team has provided you with the relevant return details.

Clothing items must be returned in their original condition, unworn and unwashed and with all tags on in order to be approved for exchange. Footwear must be in its original box with all packaging and tags.

When returning a product for a size exchange, you will be responsible for the cost of return postage, and you must comply with the directions provided by the customer service team. The product will remain your responsibility until it has been received at the address supplied by the The Crystal Garden Australia customer service team. The Crystal Garden Australia does not accept any liability for any loss or damage which may occur in transit.

Once the goods have been received and confirmed as being in as-new condition, you will be issued with a store credit which can be redeemed on any product sold at The Crystal Garden Australia.