Return & Refund Policy

At SNOWRA Gemstone Space, every crystal, gemstone and mineral is carefully selected and packed with care. As natural stones are created by nature, each piece is unique in its colour, pattern, inclusions, texture, shape and formation.

We hope you love the crystal companion that finds its way to you. If there is an issue with your order, please contact us immediately and we will be happy to assist.

Returns

We accept eligible return requests made within 7 days of delivery.

To be eligible for a return, the item must:

• Be unused, unworn and in its original condition;
• Include its original packaging, accessories and tags, where applicable; and
• Be accompanied by proof of purchase, your order number, and an unboxing video showing the condition of the item when the parcel was opened.

Please contact us before returning any item. Returns sent to us without prior approval may not be accepted.

Natural Characteristics of Crystals

Please note that crystals, gemstones and minerals are natural products.

Variations including, but not limited to, differences in colour, clarity, inclusions, internal lines, mineral deposits, texture, pits, irregular surfaces, natural fissures, shape and pattern are part of the natural formation of the stone and are not considered defects.

Product photographs are taken to represent each item as accurately as reasonably possible. However, colours may appear slightly different depending on lighting, photography and your device or screen settings.

For products sold as individually photographed or one-of-a-kind pieces, you will receive the piece shown unless otherwise stated in the product description.

Change-of-Mind Returns

If you change your mind, eligible items may be returned within the 7-day return period.

The customer is responsible for return shipping costs for change-of-mind returns. Original shipping charges are not refundable.

We strongly recommend using a trackable shipping service, as we cannot be responsible for returned parcels that are lost or damaged in transit.

Items must be returned in their original condition. We reserve the right to decline a return or reduce the refund where an item has been used, worn, altered or damaged after delivery.

Damaged, Defective or Incorrect Items

Please inspect your order as soon as possible after delivery.

If your item arrives damaged, defective, or you receive an incorrect item, please contact us as soon as possible with:

• Your order number;

• Clear photographs of the item;

• Photographs of the packaging; and

• An unboxing video.

We will review the matter and provide an appropriate remedy, which may include a replacement, repair, exchange, partial refund or refund, depending on the circumstances.

Where the issue is confirmed to be due to an error on our part or the item was damaged before or during delivery, SNOWRA will bear reasonable return or replacement shipping costs.

Nothing in this policy limits any rights or remedies you may have under applicable consumer protection laws.

Non-Returnable Items

Unless the item is defective, damaged, incorrect, or otherwise required by applicable law, we generally cannot accept change-of-mind returns for:

• Custom-made or personalised items;

• Made-to-order bracelets or jewellery;

• Items that have been resized or altered at the customer's request;

• Gift cards;

• Clearance or final-sale items where clearly stated before purchase; and

• Items that have been worn, used, damaged or altered after delivery.

Please contact us if you are unsure whether your item is eligible for return.

Bracelets & Jewellery

Please check the stated measurements and bead sizes before ordering.

For bracelets made or resized according to measurements provided by the customer, returns for incorrect sizing may not be accepted as a change-of-mind return.

If resizing is available, additional material, labour and shipping charges may apply.

Exchanges

As many of our natural crystals are unique or one-of-a-kind, an identical replacement may not always be available.

Where an exchange is approved, you may select another available item of equivalent value, subject to stock availability. Any price difference will either be payable by the customer or handled as a refund, as applicable.

Refunds

Once we receive and inspect your approved return, we will notify you of the outcome.

If approved, the refund will be issued to your original payment method.

Please allow time for your bank, card issuer or payment provider to process and post the refund after it has been issued.

Shipping charges are generally non-refundable for change-of-mind returns. Where the return results from a defective, damaged or incorrect item, shipping charges will be handled in accordance with applicable law and the circumstances of the order.

Order Cancellations

If you need to cancel or amend your order, please contact us as soon as possible.

We will try our best to accommodate your request. However, once an order has been packed, processed, customised or handed over to the courier, we may not be able to cancel or modify it.

International Orders

Customers are responsible for any applicable customs duties, import taxes or other charges imposed by the destination country.

For change-of-mind international returns, return shipping, customs charges and other related costs are the responsibility of the customer unless otherwise agreed.

Different consumer protection rights may apply depending on your country or region. Where mandatory consumer protection laws provide you with additional rights, those rights will apply.

Contact Us

To request a return, exchange or assistance with an order, please contact:

SNOWRA Gemstone Space
Email: snowra.gemstone.space.com or Telegram: t.me/snowra_gemstone_space

Please include your order number and relevant photographs, videograph when contacting us regarding an order issue.

We want every SNOWRA crystal to arrive as a beautiful little companion for its new home, and we will do our best to resolve genuine order issues fairly.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at snowra.gemstone.space@gmail.com.