Returns and exchanges are not accepted based on crystal characteristics or on change of mind.
Crystals are natural minerals each beautiful and unique in pattern and crystalline composure; therefore no two Crystals will ever be the same. Please be aware as natural objects they’re appearance can vary from the images shown and they may contain tiny fissures and pits. Please expect to find inclusions and beautiful markings within the crystal itself. Please be aware that our products a hand-cut so they will never be completely ‘perfect’.
All items purchased from Pure Ember are carefully packed with love and care. Each item is thoroughly inspected before being packaged and sent to all of our customers. We use soft foam padding and bubble wrap to ensure your crystals arrive safely. However, accidents may occur during transit on the rare occasion.
For breakages and exchange requests, please email at email@example.com with your order number # and a photo along with your query, within 7 days of you receiving your parcel.
Refunds and store credits will be issued at the discretion of Pure Ember. All refunds are made through the type of payment method in which you made the original purchase. Once we receive the item, we will begin to process the refund within 7-10 business days and we will notify you once the refund has been processed from our end.
Please note, Pure Ember may or may not reimburse return shipping charges on refunds or exchanges (this is determined on a case by case basis). Pure Ember bears no responsibility for the loss of an item being returned, which is why we recommend using registered mail to return an item. Pure Ember will not be held liable for items that are sent back broken or damaged, and may or may not process the refund/exchange if so.
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If there is a fault with a product or it has been damaged in shipping please contact us immediately at info@PureEmber.com.au to resolve the problem. All claims must be made within 7 days of goods received. For faulty or damaged products Pure Ember will refund the goods, a photograph will be required. For refunds, the full amount will be credited via the original method of payment including any shipping costs. We do not refund for change of mind.