Policy

Order, Cancellation, Return & Refund Policy
(Last Updated: 14 July 2026)

At MoonAura Crystals, we are committed to providing authentic natural crystals and a seamless shopping experience. Please read the following policies carefully before placing your order.

1.  Order Placement Policy

a. Regular Orders

• We currently accept Prepaid Orders Only.

• Orders are confirmed only after successful payment confirmation.

• Once an order is confirmed, processing begins and dispatch timelines will be shared accordingly.|

b. Customised/Personalised & Made-to-Order Products

• Customised, personalised, engraved, special-size, bulk custom, or made-to-order products require 50% advance payment at the time of booking.

• The remaining 50% payment must be completed before order dispatch.

• Production/procurement work will begin only after receiving the advance payment.

• If the remaining balance is not paid within 7 days of the payment request, MoonAura Crystals reserves the right to cancel the order.

• In such cases, the advance payment will be non-refundable.

2. Order Cancellation Policy

a. Regular Orders

• Cancellation requests will be accepted within 12 hours of placing the order.

• Once an order has been dispatched, cancellation is not possible.

• Approved cancellation refunds will be processed within 5–7 business days and credited to the customer's original payment method.

b. Customised/Personalised & Made-to-Order Products

• Customised, personalised, engraved, special-size, or made-to-order products cannot be cancelled once production/procurement has started.

• Any advance payment made for such orders is non-refundable.

3. Return & Replacement Policy

a. We offer Return/Replacement only in the following cases:

✓  Wrong product delivered

✓  Product received in damaged condition

✓  Product received with a manufacturing defect

✓  Missing item in the package

b. Reporting Requirements:

• Any issue must be reported within 24 hours of delivery.

• Customers must provide an uninterrupted unboxing video showing the package opening process and clear photos of the product and packaging.

c. For damage, wrong items, missing items, or defective products, customers must provide clear photos and videos showing the defect for verification purposes.

• Claims related to damage, wrong items, missing items, or defective products may not be accepted without sufficient supporting evidence.

4. Non-Returnable & Non-Refundable Cases

a. Returns, replacements, or refunds will not be provided for:

✗ Change of mind after purchase

✗ Personal dislike of colour, design, size, texture, or appearance

✗ Natural variations in crystals, including inclusions, patterns, shades, and markings

✗ Products damaged due to misuse, mishandling, or improper care

✗ Used or worn products

✗ Customised, personalised, engraved, or made-to-order products

✗ Personal expectations regarding spiritual, healing, manifestation, or metaphysical results

5. Refund Policy

• Refunds are applicable only for approved claims under this policy. 

• Refunds will be processed only after verification and approval of the claim.

• Approved refunds will be issued within 5–7 business days through the original payment method.

• Shipping, courier, convenience, payment gateway, or handling charges (if applicable) are non-refundable.

• If a replacement product is unavailable, an eligible customer may receive a refund instead.
  
  

6. Natural Crystal Disclaimer

• All crystals sold by MoonAura Crystals are natural or naturally sourced materials. Variations in colour, pattern, texture, inclusions, shape, finish, and other natural characteristics are normal and should not be considered defects.

• Minor natural variations, inclusions, surface marks, colour differences, or texture differences inherent to natural crystals shall not be considered manufacturing defects and shall not qualify for return, replacement, or refund.

• As every crystal is unique, the product received may vary slightly from the images shown on our website, social media pages, catalogues, or advertisements.

• Crystal properties and metaphysical benefits are based on traditional beliefs and should not be considered medical, psychological, or scientific claims.
  
  

By placing an order with MoonAura Crystals, you acknowledge that you have read, understood, and agreed to the above policies and terms.