Refund policy

Return & Refund Policy

Last Updated: October 9, 2026

At Onna Crystal, we want you to feel confident and comfortable with every purchase. Each piece is thoughtfully selected and carefully packaged, and we understand that sometimes a return may be necessary.

We offer a 30-day return policy for eligible purchases shipped to the United States, United Kingdom, Australia, and Canada.

1. 30-Day Return Policy

You may request a return within 30 days of receiving your order.

To be eligible for a change-of-mind return, your item must:

Be unused and in its original condition.
Be free from damage, wear, or alterations caused after delivery.
Include its original packaging and any accompanying accessories.
Be accompanied by proof of purchase or your order number.

Customers may inspect items as permitted by applicable consumer law. These conditions do not limit your statutory rights regarding faulty, damaged, or misdescribed products.

2. How to Request a Return

To request a return, please contact us at:

hello@onacrystal.com

Please include:

Your order number.
The item(s) you wish to return.
The reason for your return.
Photographs, if the item is damaged or defective.

Our customer support team will review your request and provide return instructions and the applicable return shipping address.

Please do not send items back without first contacting us for return instructions. We cannot guarantee proper processing of packages sent to an unconfirmed address.

This process does not limit any statutory right to cancel a purchase or request a remedy. Where the law requires, a clear cancellation notice sent to our email address is sufficient to exercise that right.

3. Return Shipping Costs

Change-of-Mind Returns

For returns due to personal preference, change of mind, or ordering the wrong item, customers are responsible for the actual return shipping costs.

Return shipping fees vary depending on the customer's location, selected carrier, and package size or weight.

We recommend using a trackable shipping service and retaining proof of postage.

We do not charge any additional restocking fees.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us before arranging a return.

Where a return or remedy is required due to an issue for which Onna Crystal is responsible, we will cover or reimburse reasonable return shipping costs in accordance with applicable consumer protection laws.

We may offer a prepaid return method or another appropriate resolution.

4. Damaged, Defective, or Incorrect Orders

We carefully inspect and package our products before shipment.

If your order arrives damaged, defective, or incorrect, please contact us at hello@onacrystal.com as soon as reasonably possible.

Please provide your order number, a brief description of the issue, and clear photographs where available.

Depending on the circumstances and your applicable consumer rights, we may provide:

A refund.
A replacement at no additional charge.
Another remedy required by applicable law.

Where the law gives you the right to choose between a refund and a replacement, that choice will be respected.

For eligible issues, we may resolve the matter without requiring the damaged or defective item to be returned.

Your statutory rights for faulty or misdescribed goods are not limited to the 30-day change-of-mind return period.

5. Natural Crystal Variations

Our products feature natural crystals and stones, each with its own unique characteristics.

Natural variations in color, clarity, texture, shape, veining, and mineral inclusions are part of the individuality of these materials.

Minor natural variations that are consistent with the product description and images are not necessarily considered defects.

However, if your item is damaged, materially different from its description, or otherwise fails to meet applicable consumer guarantees, you remain entitled to the remedies available under applicable law.

6. Refunds

Once we receive your returned item, we will review its condition and notify you of the refund outcome.

For approved change-of-mind returns, refunds will generally be issued to the original payment method.

We do not charge a restocking fee.

Original shipping charges may be non-refundable for voluntary change-of-mind returns, except where a refund of those charges is required by applicable law.

Refunds will be processed without undue delay and within any deadlines required by applicable consumer protection laws.

For customers exercising a statutory cancellation right in the United Kingdom, applicable refund and return deadlines will be respected, including any legally required refund of standard outbound delivery charges.

After a refund has been issued, the time it takes to appear in your account depends on your bank or payment provider.

If you have not received an expected refund, please contact us at hello@onacrystal.com.

7. Exchanges

If you would like a different product, please contact us to discuss the available options.

For ordinary change-of-mind requests, we may recommend returning the eligible item for a refund and placing a new order.

If the item is faulty, damaged, or not as described, any exchange or replacement will be handled in accordance with your applicable consumer rights.

8. Order Cancellations

If you would like to cancel an order before it has been dispatched, please contact us as soon as possible at hello@onacrystal.com.

We will do our best to accommodate cancellation requests before shipment.

If your order has already shipped, the applicable return procedure will generally apply.

Nothing in this section restricts any statutory cancellation rights available to you.

9. International Returns

This return policy applies to eligible orders shipped to:

United States
United Kingdom
Australia
Canada

Orders are originally dispatched from our fulfillment facility in Hangzhou, China.

Please contact us before returning any item so that we can provide the correct return destination and instructions.

For voluntary change-of-mind returns, customers are responsible for actual return shipping costs, subject to applicable law.

For eligible damaged, defective, or incorrect items, return arrangements and associated costs will be handled in accordance with applicable consumer protection laws.

10. Your Statutory Consumer Rights

This policy provides a voluntary 30-day return option in addition to any rights available under applicable consumer protection laws.

Nothing in this policy excludes, restricts, or overrides your mandatory statutory rights.

In particular:

United Kingdom: Customers retain applicable rights to cancel qualifying distance purchases, as well as statutory remedies for faulty or misdescribed goods.

Australia: Our goods come with guarantees that cannot be excluded under Australian Consumer Law. Customers are entitled to remedies, including refunds or replacements where required by law.

Canada: Customers retain rights and remedies provided by applicable federal and provincial or territorial consumer protection laws.

United States: Customers retain any non-waivable rights available under applicable federal and state laws.

Where applicable law provides greater protection than this policy, the applicable law will prevail.