Refund policy

Returns & Refunds

At Crystal Hotspot, we want you to be happy with your purchase. If you have any concerns about your order, please contact us at team@crystalhotspot.com as soon as possible.

As every situation is different, requests for returns, exchanges, refunds, or replacements are assessed on a case-by-case basis. We encourage customers to contact us first so we can work together to find a fair and reasonable outcome.

Any resolutions offered will be considered in accordance with Australian Consumer Law, taking into account the nature of the product, the circumstances of the request, and any relevant information provided.

You can always contact us for any return question at team@crystalhotspot.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and take action.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

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 team@crystalhotspot.com.