Refunds & Consumer Rights

Last updated: 18 August 2026

This guide applies to purchases from Sacred Gems Australia. It does not exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law or another applicable law.

Change-of-mind returns for physical products

You may request a change-of-mind return within 30 days after delivery. Contact us before sending the item back. To qualify, the item must be unused, unworn, unaltered and returned with its original packaging and proof of purchase. The customer is responsible for change-of-mind return postage and the original delivery charge is not refundable, except where required by law.

Because many crystals are one of a kind, a returned item must be the exact item supplied. Natural inclusions, colour variation, formation marks and minor differences disclosed in the listing are part of the material and are not, by themselves, faults.

Items not eligible for change-of-mind return

  • Personalised, commissioned or custom-made products after work has begun, including SoulBlueprint.
  • Gift cards.
  • Opened personal-care, intimate-use or hygiene-sensitive products.
  • Earrings that have been worn or removed from sealed hygiene packaging.
  • Items marked final sale, unless they are faulty, unsafe, misdescribed or another statutory right applies.

Faulty, damaged, unsafe, incorrect or misdescribed items

Please contact us as soon as reasonably practicable with your order number and a description of the issue. Photographs or video can help us assess transit damage, but an unboxing video is not a condition of exercising your statutory rights.

Where a product fails a consumer guarantee, the remedy depends on the circumstances and whether the problem is major or minor. Available remedies may include repair, replacement, refund or another remedy required by law. For a one-of-one item, an identical replacement might not be possible; we will work with you on the lawful and appropriate remedy.

SoulBlueprint

You may request cancellation before personalised preparation begins. Once preparation has begun, a change-of-mind cancellation or refund is generally unavailable because the service is created from the information supplied for a specific person. This does not affect any right or remedy available under consumer law.

How to request a return or remedy

Email sacredgems@ezycompany.com.au, call 03 9088 0323, or use our contact page. Include your order number and the best way to contact you. Do not send an item back until return instructions have been provided.

Refund timing

Approved refunds are issued to the original payment method. We normally process them within 5 business days after approval, although banks and payment providers may take additional time to display the funds.

International customers

Additional mandatory rights may apply in the destination country. Nothing in this guide limits those rights.