Refund policy

Crystal Cave Rocks Return and Refund Policy

You must notify Crystal Cave Rocks within 2 days of delivery if you wish to return your item. We do not accept forced returns.

Returns must be made in the original shipping container, with its bubble wrap and packing material, so the item will arrive back at our warehouse undamaged.

Return breakage due to failure to notify Crystal Cave Rocks of a return or to re-package sufficiently will forfeit refunds.

Return Shipping Fees are to be paid for by the buyer. Returns must be shipped with 14 days of delivery.

* A refund of the item price, minus the original shipping fees (this includes the actual shipping fees if you received free shipping on your order) and a $2.00 restocking fee, will be made once the item is received in the condition in which it was sent.

 

Insufficient or incorrect addresses

Returned packages due to insufficient address will be given the opportunity to pay for the item to be shipped again. If you do not reply or pay within 7 days, you will receive a refund as stated above in our return policy*.

Lost packages due to insufficient address or forwarding address are the sole responsibility of the Buyer. Crystal Cave Rocks is not responsible for losses if your address is not correctly entered at the time of purchase.

 

Forced Returns

We do not accept forced returns.

You must notify Crystal Cave Rocks within 2 days of delivery if you wish to return your item. The item must be returned per Crystal Cave Rocks Return and Refund Policy above.

Items marked Return to Sender or refusal to pay customs fees are Forced Returns and will not be refunded.

 

Damaged Orders / Items

If for any reason your order arrives broken, please contact us and we will come to a solution.

We may require pictures of the damaged package and damaged item.

Starting a claim is the responsibility of the buyer. Unfortunately, this is USPS policy not ours. Our apologies for this inconvenience and understand the time it takes out of your day. Pease let us know as soon as you have filed a claim with any information USPS has given you. This way we can follow the process and assist you if need be.

USPS may also require you to bring the damaged package and contents to your local post office.

 

Lost Packages

If you believe that your package has been lost in shipping, we will help to locate the lost package.

All packages are shipped with tracking. If your package is marked as delivered by USPS and the GPS coordinates match the delivery address. We will not provide a refund.

If you believe that your package was stolen after delivery, you must file a police report and a claim with USPS. Please make sure that your delivery site is secure.

 

Exceptions / non-returnable items

Certain types of items cannot be exchanged, like custom products (such as special orders or personalized items), gift cards, and final sale items, which will always be clearly stated on the product pages description.

Please get in touch if you have questions or concerns about your specific item.

 

You can always contact us for any questions at CrystalCaveRocks@gmail.com