Returns, Refunds & After-Sales Policy

Last updated: 7 August 2026

We hope you love your Ontoself Crystal purchase and enjoy the unique beauty of your jewellery. As many of our pieces are made with natural materials and may be hand-finished, please read this policy carefully before placing your order.

Nothing in this policy limits any rights you may have under the Australian Consumer Law.

Natural Crystal Characteristics

Natural crystals are formed by nature, so no two pieces will be exactly the same. Individual stones may vary in colour, clarity, transparency, inclusions, internal lines, mineral markings, texture and pattern.

These characteristics are not considered faults when they are consistent with the product description and do not materially affect the item’s structure, safety or ordinary use.

Small differences may also occur due to hand-finishing or hand measurement. Colours may appear slightly different depending on lighting, photography and screen settings. However, this does not exclude your rights if an item is materially different from its description or is not of acceptable quality.

Please Inspect Your Order

Please inspect your item as soon as it arrives and contact us promptly if you believe it is damaged, faulty or incorrect.

Providing notice promptly helps us investigate delivery damage and resolve the matter more efficiently, but it does not limit your rights under the Australian Consumer Law.

Damaged, Faulty or Incorrect Items

If your item arrives damaged, has a manufacturing fault, is materially different from its description, or is not the item you ordered, please contact us at ontoself9@gmail.com and provide:

• Your order number
• Your name and contact details
• Clear photos or video showing the issue
• Photos of the packaging where delivery damage is involved
• A short explanation of what happened

We may request that the item be returned for inspection before confirming the appropriate outcome.

If the item has a major problem, you may be entitled to choose between a replacement and a refund. If the problem is minor and can be resolved within a reasonable time, we may provide an appropriate repair or replacement.

If the item is confirmed to be faulty, damaged in transit or incorrectly supplied, we will cover reasonable return or replacement shipping costs.

Change-of-Mind Returns

We accept eligible change-of-mind return requests made within 7 days of delivery, provided all the following conditions are met:

• The item has not been worn or used
• The item is clean, undamaged and in its original condition
• The item remains suitable for resale
• All original packaging, pouches, boxes and included items are returned
• All product labels and return/security tags remain attached and unaltered
• The item has not been resized, adjusted, modified or repaired
• Reasonable proof of purchase is provided
• The return is sent according to our return instructions

You may briefly try on an eligible item indoors to check its appearance or fit, but the return/security tag must remain attached. The item must not be worn for an extended period or exposed to water, perfume, cosmetics, lotions, sweat or chemicals.

Removing the return/security tag, wearing the item outside, or wearing it for normal daily use makes the item ineligible for a change-of-mind return. This restriction does not affect your rights if the item has a genuine fault.

Approved change-of-mind returns must be posted within 7 days of receiving our return instructions.

Customers are responsible for change-of-mind return postage. Any paid express shipping charge is non-refundable.

Return Inspection

All returned items will be inspected before a refund or exchange is approved.

A change-of-mind return may be declined if the item shows signs of wear or use, including:

• Scratches, chips or impact damage
• Stretched or loosened elastic caused by pulling or wear
• Bent, misshapen or altered components
• Perfume, cosmetic, lotion, body oil or other residue
• Tarnishing or discolouration associated with wear or chemical exposure
• Missing or altered tags, packaging or components
• Damage caused after delivery

If a returned item does not meet the change-of-mind conditions, we will contact you. If you would like the item sent back, additional postage may be payable.

The fact that an item has been worn does not remove a customer’s rights where there is a genuine manufacturing fault. However, worn items cannot be returned simply because the customer has changed their mind.

Wear, Care and Accidental Damage

Jewellery is delicate and should be handled carefully. The following are generally not considered manufacturing faults when caused by use, accident or failure to follow reasonable care instructions:

• Damage caused by dropping, impact or crushing
• Excessive pulling or overstretching of elastic bracelets
• Wearing jewellery while showering, swimming, exercising or sleeping
• Contact with perfume, lotions, cosmetics, cleaning products or harsh chemicals
• Tarnishing, plating wear or discolouration consistent with normal use
• Improper storage
• Repairs, resizing or alterations carried out by another person
• General wear and tear

Every claim will be assessed individually, taking into account the nature of the item, how long it has been owned and the type of issue reported.

Items Not Eligible for Change-of-Mind Returns

The following items are not eligible for change-of-mind returns:

• Custom-made or personalised items
• Made-to-order items
• Special-size or specially adjusted items
• Gift cards
• Clearance or Final Sale items
• Pierced earrings or other pierced jewellery once the hygiene seal has been opened
• Items that have been worn, used, damaged or altered
• Items without their original packaging or attached return/security tag
• Returns based only on disclosed natural crystal characteristics
• Returns based only on minor colour differences caused by lighting, photography or screen display

These exclusions apply only to change-of-mind returns. They do not exclude rights relating to faulty, unsafe, incorrectly supplied or materially misdescribed products.

Incorrect Size or Fit

Choosing an incorrect size is generally considered a change of mind.

Standard-size items may be returned only if they meet all change-of-mind conditions. Special-size, resized or made-to-order items cannot be returned for change of mind.

We recommend checking the product measurements or contacting us before ordering if you are unsure about sizing.

Exchanges

Eligible exchanges are subject to product availability. In some cases, an exchange may be processed as a return and a new order.

Any price difference and additional delivery costs for a change-of-mind exchange are the customer’s responsibility.

Refunds

Refunds will only be processed after the returned item has been received and inspected.

Approved refunds will be issued to the original payment method where possible. We aim to process approved refunds within 5 business days, although your bank or payment provider may take additional time to display the funds.

Cancellations

Please contact us as soon as possible if you wish to cancel an order.

We may be able to cancel an order before it has been packed or dispatched. Once an order has been dispatched, it cannot be cancelled and must instead follow the applicable return process.

Custom-made, personalised, made-to-order and special-size items may not be cancelled once production or adjustment has begun.

How to Request a Return or After-Sales Support

Before returning an item, please email ontoself9@gmail.com with:

• Your order number
• Your name
• The item you wish to return
• The reason for the request
• Clear photos or video where relevant

Please do not send an item back before receiving return instructions. Unauthorised returns may be delayed or returned to the sender.

Customers should use a trackable postal service for change-of-mind returns. We are not responsible for return parcels lost or damaged in transit when the return is arranged by the customer.

Contact Us

For returns, faulty item claims or after-sales support, please contact:

Ontoself Crystal
Email: ontoself9@gmail.com
Based in: Sydney, Australia