Refunds & Returns
At FACET COLLECTIONS, each crystal, rock and mineral specimen is carefully selected for its individual character, natural beauty and distinctive formation.
We want you to feel confident when choosing a piece for your collection. If something isn’t right with your order, we’re here to help.
Change of Mind
FACET COLLECTIONS does not offer refunds or exchanges for change of mind. We encourage you to review product descriptions, photographs and dimensions before purchasing. This policy does not affect your rights under Australian Consumer Law.
Damaged, Faulty or Incorrect Items
We take great care in packaging our specimens for safe delivery.
If your order arrives damaged, faulty or incorrect, please email hello@facetcollections.com as soon as possible, including your order number, a description of the issue and photographs where possible.
Under Australian Consumer Law, you may be entitled to a repair, replacement or refund depending on the nature of the problem.
Where a product has a major failure, you are entitled to choose a refund or replacement. Where a failure is minor, we may offer a repair or replacement within a reasonable time.
We will cover reasonable return shipping costs where required under Australian Consumer Law.
The Nature of Natural Specimens
Every crystal, rock and mineral is unique.
Natural inclusions, colour variations, irregular formations, surface textures and internal fractures may be inherent characteristics of a specimen rather than faults.
We aim to represent each piece accurately through our photography and product descriptions. However, natural characteristics do not exclude an item from consumer guarantees where it is faulty or significantly different from its description.
Returns Process
To request a return, please contact hello@facetcollections.com with your order number and the reason for your request.
Please do not send products back without contacting us first. We will provide return instructions and the appropriate return address once your request has been reviewed.
We recommend securely packaging all returned specimens to prevent damage in transit.
Refund Processing
We will assess your request and advise you of the next steps. Where an item needs to be returned, we will provide appropriate instructions. Refunds will be processed in accordance with Australian Consumer Law, generally to the original payment method.
Approved refunds will generally be issued to the original payment method. Processing times may vary depending on your bank or payment provider.
Your Consumer Rights
Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.
Contact Us
For assistance with refunds, returns or damaged deliveries, please contact:
FACET COLLECTIONS
Email: hello@facetcollections.com