Refund policy

RETURN & REFUND POLICY

At Crystals From Brazil, every crystal, mineral specimen and natural stone is unique. Due to the natural characteristics, value, weight, fragility and individual nature of our products, ALL SALES ARE FINAL, except where required by applicable consumer law or when a return is expressly authorized by Crystals From Brazil.

1. CHANGE-OF-MIND RETURNS

We generally do not accept returns or exchanges for change of mind.

In exceptional cases, Crystals From Brazil may voluntarily authorize a return where permitted by applicable law.

Any voluntary return accepted by us is subject to:

• Prior written authorization from Crystals From Brazil.

• A 15% restocking fee calculated on the product price.

• Return shipping costs paid by the customer.

• Tracking and adequate insurance for the full value of the product.

• Any customs duties, brokerage fees, taxes or other return-related charges paid by the customer.

• Deduction of the actual outbound shipping cost originally paid by Crystals From Brazil, including when the order was advertised as FREE SHIPPING, where permitted by law.

• The item being returned in the same condition in which it was received.

Unauthorized returns may be refused.

The 15% restocking fee does not apply where prohibited by law or when a customer is exercising a mandatory statutory right.

2. NATURAL CRYSTALS AND MINERALS

Our products are genuine natural crystals, minerals, stones and mineral specimens.

Natural variations in color, shape, transparency, inclusions, veins, internal fractures, mineral formations, cavities, crystallization patterns, surface texture and other geological characteristics are inherent to natural minerals and are not considered defects when consistent with the photographs and product description.

Variations caused by lighting, photography, screens and the natural characteristics of the stone are not considered defects.

Whenever possible, each unique piece is individually photographed so that customers can review the exact item before purchasing.

3. DAMAGED, INCORRECT OR DEFECTIVE ITEMS

Please inspect your order immediately upon delivery.

If your order arrives damaged, incorrect or with a problem that is not an inherent natural characteristic of the mineral, contact us as soon as possible at:

Please provide:

• Order number.

• Clear photographs of the item.

• Photographs of the external packaging.

• Photographs of the internal protective packaging.

• Video showing the damage whenever possible.

Please retain all packaging until the claim has been resolved.

After reviewing the case, Crystals From Brazil may provide an appropriate solution, including repair, replacement, store credit or refund, depending on the circumstances and applicable law.

4. CUSTOM AND PERSONALIZED PRODUCTS

Custom-made, modified, engraved, drilled, cut-to-size, polished-to-order, mounted, based or otherwise specially prepared products are final sale and cannot be returned or exchanged, except where applicable law requires otherwise.

5. RETURN SHIPPING

Except when the product arrived damaged, incorrect or defective, or where applicable law requires otherwise, all return shipping costs are the responsibility of the customer.

Because many of our products are heavy, fragile and valuable, authorized returns must be shipped with tracking and adequate insurance.

The customer is responsible for securely packaging the item and for the product until it is safely delivered back to us.

6. FREE SHIPPING AND ACTUAL SHIPPING COST

FREE SHIPPING means that Crystals From Brazil pays the shipping cost on behalf of the customer.

If Crystals From Brazil voluntarily accepts a return, the actual outbound shipping cost originally paid by us may be deducted from the refund where permitted by applicable law, even if the customer originally received FREE SHIPPING.

Where consumer law requires the original standard delivery charge to be refunded, the applicable law will prevail.

7. CONDITION OF RETURNED PRODUCTS

Any authorized return must be received in the same condition in which it was delivered.

Where permitted by law, a refund may be reduced or refused if the product has been:

• Damaged after delivery.

• Scratched, chipped or broken.

• Cut, drilled, polished, repaired or modified.

• Mounted or installed.

• Treated with chemicals or cleaning products.

• Improperly packed for return.

• Handled in a way that reduces its value beyond what is reasonably necessary to inspect it.

8. CUSTOMS, IMPORT TAXES AND REFUSED DELIVERIES

Customers are responsible for complying with the import requirements of their country and for any customs duties, import taxes, brokerage fees or government charges that are not expressly collected at checkout.

If a shipment is refused, abandoned, unclaimed or returned because the customer:

• Refused to pay import charges.

• Failed to provide required customs documentation.

• Provided an incorrect or incomplete address.

• Failed to accept delivery.

Any refund will be considered only after the item has been safely returned and inspected.

Where permitted by law, outbound shipping, return shipping, customs charges, carrier fees and the applicable 15% restocking fee may be deducted from the refund.

9. EUROPEAN UNION AND UNITED KINGDOM CUSTOMERS

Customers in the European Union and United Kingdom retain all mandatory consumer rights granted by applicable law.

For eligible online purchases, consumers may have a statutory right to cancel or withdraw from the purchase within the legally required period.

Where permitted by law and properly disclosed, the customer is responsible for the direct cost of returning the product.

The 15% restocking fee will not be charged solely because a customer exercises a mandatory statutory cancellation or withdrawal right.

Custom-made or clearly personalized products may be excluded from statutory withdrawal rights where permitted by law.

10. REFUNDS

Once an authorized return has been received, we will inspect the product and notify the customer whether the refund has been approved.

Approved refunds will be issued to the original payment method, less any lawful deductions described in this policy.

Banks, card issuers, PayPal, Stripe and other payment providers may require additional processing time.

If more than 15 business days have passed after we confirm that a refund was approved, please contact:

11. EXCHANGES

Many of our crystals and mineral specimens are unique and one-of-a-kind.

For this reason, an identical replacement may not be available and exchanges are not guaranteed.

When appropriate, Crystals From Brazil may offer store credit or allow the customer to purchase another available item.

12. ORDER CANCELLATIONS

Contact us immediately if you wish to cancel an order.

We will attempt to accommodate cancellation requests whenever operationally possible.

Once an order has entered special preparation, custom modification, export documentation, special packaging, custom crating, carrier collection or shipment, cancellation may no longer be possible except where required by law.

13. CONTACT

Crystals From Brazil

Email:

Website:

Return Address:

Rua Vergueiro, 6905 – Fundos
Cunha Barbosa, 27A
São Paulo – SP
CEP 04273-100
Brazil