Let's make it clear.

Final-sale purchases

Our standard policy is that all sales are final. We do not offer change-of-mind returns, exchanges, or refunds, including for a size or style selected incorrectly. Please review the photos, options, dimensions, and material details before ordering, and ask us about anything that is unclear. This policy does not limit your statutory rights concerning faulty, misdescribed, incorrect, or undelivered goods.

Damaged, incorrect, or missing items

If something is damaged, incorrect, or missing from your order, email info.heliocrystals@gmail.com as soon as possible, ideally within 48 hours of delivery. Include your order number, a description of the problem, and clear photos of the item and packaging when relevant. Keep the item and packaging until we reply. Do not send an item back without return instructions.

We review each issue and explain the appropriate next step, which may include a replacement, correction, or refund where appropriate or required by law. The 48-hour request helps us investigate promptly; it is not a waiver of legal rights.

Cancellations and address changes

Contact us immediately if you need a cancellation or correction. We will check whether fulfillment can still be stopped or changed, but cannot guarantee a change after processing or dispatch. A request is not confirmed until we reply.

Approved refunds

If a refund is approved or legally required, we will confirm the amount and instructions by email. Refunds are normally sent to the original payment method; your payment provider controls when the credit becomes visible. Do not send bank or payment-card details by email.

Natural variation and surprise selections

Stones can vary in color, pattern, and shape. That does not excuse a material misdescription or a defect. Surprise selections do not promise a specific stone or color unless the listing explicitly says so. If you need a particular material, size, or finish, please check with us before ordering.