Refund policy

Refund & Returns Policy – Raven’s Nest Crystals

Last updated: 8th March 2026

At Raven’s Nest Crystals we want you to be happy with your purchase. As a small business dealing in unique natural minerals and crystals, we aim to ensure all items are described and photographed as accurately as possible.

Returns

Under UK consumer law, customers purchasing online have the right to cancel their order within 14 days of receiving the item without giving a reason.

To be eligible for a return:

You must notify us within 14 days of receiving your order
The item must be returned within 14 days of notifying us
The item must be unused, in its original condition, and in its original packaging
Proof of purchase must be provided

Because many of our crystals are natural and unique specimens, slight variations, inclusions, or natural imperfections are part of the product and do not qualify as faults.

To initiate a return, please contact us at:

ally@ravensnestcrystals.co.uk

Once your return request is approved, we will provide return instructions.

Customers are responsible for return shipping costs, unless the item is faulty or incorrect.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed to the original payment method within 5–10 business days.

Original shipping costs are non-refundable, unless the item was faulty or incorrectly sent.

Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery with:

your order number
photos of the item
photos of the packaging

We will work with you to arrange a replacement, repair, or refund in accordance with UK consumer law.

Non-Returnable Items

The following items cannot be returned unless faulty:

Items damaged due to misuse
Items returned without prior contacts
Jewellery due to hygiene reasons

Live Sale Purchases

Items purchased during live sales are considered final once claimed and invoiced. However, customers still retain their statutory rights under UK consumer law, including the 14-day cancellation period for online purchases unless otherwise exempt.

Mystery Boxes

Mystery boxes contain a curated selection of crystals and minerals chosen at random. The contents are intentionally undisclosed at the time of purchase.

By purchasing a mystery box, you acknowledge that the specific items included will vary and are selected at random.

Returns or refunds cannot be requested based on personal preference, disappointment with the contents, or if the items received are different from what you hoped for.

However, your statutory rights under UK consumer law still apply. If a mystery box item arrives damaged, faulty, or significantly not as described, please contact us within 48 hours of delivery with photographs so we can resolve the issue.

Product Photography & Natural Variations

We make every effort to photograph our crystals and mineral specimens as accurately as possible.

Many of our photographs are taken using studio or artificial lighting to highlight the natural structure, colour, and flash of the stones. Because crystals interact with light differently depending on their environment, the appearance of colour, flash, and clarity may vary slightly under different lighting conditions.

Screen settings, brightness, and device displays may also affect how colours appear.

Natural crystals and minerals may contain inclusions, variations in colour, or minor imperfections. These characteristics are part of the natural formation of the stone and make each piece unique.

While we do our best to represent each item accurately, slight differences between the photographed item and how it appears in person should be expected and do not constitute a fault.