Returns & Refunds

Natural Quartz Co. offers a flexible 90 day returns policy.

We want you to love our products as much as we do & to ensure you're happy, you're welcome to return any unused items to us up to 90 days after purchase.

Returns made within 30 days of delivery will qualify for a full refund and returns after this date will receive a store credit so you can switch to another item you love.

Returns will only be accepted if the item is in as-new condition with all tags, packaging and bags intact and with the product. Any items that do not arrive in such a condition will be subject to a deduction when refunding the order. This charge is at our discretion but is usually 20% of the item price.

The buyer is to cover return postage on the item unless it is faulty or damaged (see below for such cases). Please pack your item carefully and send it together with a completed returns form/slip of paper with your full order number and details on/copy of your invoice and return the parcel to us.

 

Faulty, Incomplete or Damaged Items

Please notify us regarding orders that are damaged or incorrect upon arrival within 7 days of delivery. Other than under exceptional circumstances, if you notify us after 7 days have passed, we may not be able to take any further action.

For all items that are faulty or incorrect, we can provide a pre-paid label or arrange a collection with our courier to return the item to us at no cost to yourselves. This should be pre-arranged so please contact us for more information and advice. We will not usually refund you for shipping you have already paid if you do not pre-arrange that with us prior to sending an item back.

 

Terms & Conditions of Refunds & Returns

Please note that if a return or exchange parcel is lost during transit, then we will not be held liable for these items. Such items that are lost can be claimed with the relevant courier/postal service used and we will support you in any such claims you may wish to make.

We reserve the right to deduct re-stocking, fulfilment, shipping or other charges from refunds. If we do so you will be informed by email of such deductions.

Unfortunately shopping online is always difficult due to being able to only see an image on a screen and not being able to touch, feel, see or try on the product. We will do our best to offer real-life images with accurate colors and if further information is required on products, we will always do our best to acquire such information. However, we cannot be held liable for items being not an exact match to images, being in a different packaging or being different to one’s expectations. Such items may be returned to us at the buyers cost for a full refund.

There may be delays in processing your return if you do not provide us with adequate information in with your parcel. Unfortunately we cannot distinguish your order from others very easily without an order number or the name on the shipping or billing address. Please also provide us with adequate contact information as this may delay the process.

 

Returns Address/Location

 

International shipping can be expensive. We would encourage you to pack your return into the smallest protective box as this will save un-necessary costs to ship as shipments are often based off the dimensions of the package as well as the weight.

It is absolutely imperative that you mark up your package as a "Return" on any customs or export paperwork. If this is not correctly filled in, customs in the country where you return the package may hold the package and request a tax and duties payment to release it. We will not under any circumstances cover such costs as they can be avoided by filling in paperwork correctly.
If packages arrive and have issues with customs clearance, we are not informed who the package is from so we cannot update you of this problem. The package will be held for several days and then automatically returned to the sender, usually at the senders cost.

 

Refunds

Refunds will be made back onto the original payment method that you used. We are unable to refund onto other payment methods, by bank transfer or via other methods.

All refunds for packages returned to us will be processed as quickly as possible. Our returns department can be exceptionally busy during high volume times such as January and after sales and discounts such as Black Friday so there may be longer delays.

If you change your mind about an item or our terms and conditions are not acceptable with yourself after you have purchased, as long as your item has not already been shipped, you are welcome to request a cancellation for a full refund at any point. This will be done immediately upon request.
If the package has been shipped to you, we are unable to refund but you can return your order to us.