Returns and Refunds

Please ensure items are returned in suitable packaging. Ensure all Items are wrapped securely within a sturdy box otherwise your item will not be eligible for a refund. When sending an item back please ensure you attach a note for your reason for return with your name and order number inside the box. 

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We strongly recommend using a tracked and/or signed for shipping service to ensure your parcel gets received directly by us. If we do not receive a returned parcel we are NOT liable. Please return your items within 7 days of delivery, or after communication with us about the issue.

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Change of mind.

a "Change of Mind Return" qualifies as, the return of an item under the condition you, as the customer, no longer want the item and that the item was unused in any way and is in the exact condition as when it was sent to you.

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When returning these items please ensure original packaging is used with reinforcements to protect and ensure the products safe return, without any damages.

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Returning damaged items under the "Change of Mind" pretence, will be rejected and void. We will decide, case by case whether a full refund or store credit will be given. this will be entirely up to us here at Twilight Gems.

We do not rent or hire out our crystals for ANY circumstance.

You must contact within 7 days of receiving your parcel to be eligible for our "Change of Mind Return". If contact is made after the 7 day period, unfortunately this is our policy and return will then not be eligible.

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The customers are responsible for all return shipping costs.

Faulty, Damaged and Broken Goods.

If any product is faulty or majorly different than described, please contact us as soon as possible to arrange a return. First of all, we will offer you a replacement item. Should we not be able to replace the item for you, we will then process your refund if applicable.

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If you have received your parcel broken or damaged, please provide photographic evidence with the packaging or, via email and we will refund your parcel once it has been returned to us. This will not apply to those who try to return their items after the 7 day return period.

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Customs 

We are NOT liable for paying customs for any parcels held at customs. Not wanting, or not being able to cover customs charges is not a valid reason to cancel or request a refund for your parcel after it has been shipped out to you. 

Incorrect Address or Failed Delivery Attempt. 

We will not be held liable for any orders being returned to us for incorrect address or failed delivery attempt. 

Should your order be returned to us for any reason, you will be liable for the re-shipment costs once we ensure all delivery details for you are correct.