Returns and exchanges
We want you to feel confident about your purchase. Because crystals are often one-of-a-kind natural products, we handle returns carefully and transparently.
In Switzerland there is no general statutory right of withdrawal for ordinary online purchases. A right of return can, however, be granted voluntarily, and ours is set out clearly in our conditions.
Voluntary right of return
We grant a voluntary right of return of 14 calendar days from receipt of the goods.
Conditions:
- The item is unused and undamaged.
- The item is in its original condition.
- All documents, certificates or packaging supplied with it are present.
- The return is registered with us in writing within the period.
The return must reach us within the period, or be shown to have been sent within it.
How does a return work?
- Write to us within 14 days at info@mineralienzentrum.ch.
- Give your order number and the reason for the return.
- We confirm the return and explain what happens next.
- Send the item back safely and well packed.
- After inspection, the refund is made.
You bear the cost of return shipping if you changed your mind. If the piece is defective, doesn’t match its description or was damaged in transport, we bear it. If you return the whole order, we also refund standard shipping.
Transport damage
When crystals are shipped, there is always a risk that they will be damaged in transit.
If your crystal is damaged on arrival, please email photos to info@mineralienzentrum.ch within 2 days of receipt.
Please send:
- photos of the packaging,
- photos of the damaged crystal,
- your order number,
- a short description of the damage.
We review the case promptly and find a solution together.
Exchanges
If you would like to exchange a crystal, we are open to it in principle.
Please contact us beforehand at info@mineralienzentrum.ch so that we can clarify availability, condition and the details.
When must we take goods back?
We must in principle accept a return if:
- the goods are defective,
- the goods do not match their description,
- documented transport damage exists,
- you live in the EU and exercise your right of withdrawal in time,
- we have voluntarily granted a right of return and the conditions are met.
For goods without defects, there is in principle no statutory right in Switzerland to an exchange or return. Where we offer a right of return, our stated conditions apply.
When can we refuse?
We can refuse a return if:
- the goods have been damaged, used or altered,
- the return period has expired,
- the return conditions are not met,
- no documented defect or transport damage exists,
- statutory or contractual exclusions apply to custom-made or made-to-measure pieces.
Right of withdrawal in the EU
If you live in the EU and aren’t buying for business purposes, you can also withdraw from your order within 14 days of receiving it, without giving a reason, even if the conditions above aren’t met. The details are in the terms.