Refund policy

Returns and Exchanges

We offer returns and exchanges for 60 days at the cost of £2.99

To qualify for a return, your item needs to be unused and in the same condition as when it was delivered to you. It must also be in its original packaging.

If your product arrives damaged, please email us at  info@moonchargedcrystals.com  with a short description of the issue, any relevant details from the courier, and a photo of the damaged product and, if possible, the packaging. This will help us work out the best way to assist you, which may include providing you with a pre-paid Evri label so the item can be dropped off at an Evri Drop off point. 

Once your return has been received and reviewed, we will process your refund. The credit will automatically be applied to your original payment method, typically within a few days. 

We’re here to make this process as smooth as possible for you. If you have any questions, don’t hesitate to reach out.  Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Returns with Klarna

Report a return to Klarna as soon as you’ve shipped the item back — doing so lets Klarna know the return is in progress and can temporarily suspend your invoice or payment plan while the return is processed. This helps you avoid late fees or other extra costs if the merchant hasn’t yet registered the return within Klarna’s payment period. To report a return, use the Klarna app or Klarna’s website and have your order number and return tracking handy; if you prefer, contact Klarna support or the store directly to confirm the return is registered.

You can also choose to pay the entire invoice now if you prefer. If you do, Klarna will process any overpayment as a refund once the return is registered and the merchant confirms receipt — refunds typically return to the original card or payment method, though timing varies by store and region. To check refund status or whether the return is registered, open the Klarna app or visit Klarna’s site for payment and return information, or contact Klarna support or the store directly for updates.

Quick steps to report a return and avoid extra costs:

• Open the Klarna app or klarna.com and find the order under Payments or Purchases — use the app for the fastest updates.
• Select Report return or Contact merchant, enter your order number and return tracking, and submit. This helps Klarna mark the return registered so your invoice or payment plan can be paused.
• If the return isn’t registered within the expected timeframe, contact the store (or seller) and Klarna support via the app to show the return tracking — keep receipts and tracking info handy.
• If you already paid, monitor your refund in the app; refunds may take several business days depending on the store, card provider or lending rules in your region.

Common questions

What if the merchant hasn’t registered the return? Contact the store and ask them to confirm the return is registered with Klarna; if needed, contact Klarna via the app’s support section with your return tracking and order information.

Will I be charged fees or interest? If you report the return promptly and the return is registered, Klarna can pause payments to help avoid late fees. Lending laws and store policies may affect outcomes, so check Klarna’s service / frequently asked questions / contact pages for regional details.

How long until I get my refund? Refund timing depends on the store, your card or one-time card provider, and regional payment systems — check the Klarna app under Payments for information on refunds and the report return status.

If you have questions about buyer protection, the developer portal or operational status for platforms and appstore integrations, check Klarna’s help center and developer pages; for privacy or legal concerns (including California privacy choices/advertising) consult Klarna’s legal and privacy information or contact authorities if necessary.

Need to act now? Open the Klarna app, report the return or contact the store to ensure the return is registered — doing so helps suspend payments and speeds up refunds.

Damaged Items

What to do if your item arrives damaged

If your product arrives with damage, please email us immediately at info@moonchargedcrystals.com. To help us resolve the issue quickly, include the information below in your message and attach clear photos (see guidance on photos):

• Order number and the name of the item
• Brief description of the damage and the contents affected.
• Courier name and tracking number (please keep any delivery paperwork).
• Approximate value of the damaged item and whether you prefer a refund or a replacement.

Photos we need

• One photo of the sealed or opened box showing the label/track number.
• A contextual photo showing the packaging and the package exterior.
• Close-up photos of the damaged items and any broken materials.
• If possible, a photo of the full contents laid out so we can see all items inside.
• Acceptable file types: JPG, PNG; keep files under 5MB where possible.

Keep the box and packaging — please retain the original boxes, packing materials and any damaged packaging until the claim is resolved. Couriers often require the original package for inspection when a claim or file claim is made.

What we will do next

• We will acknowledge your email and record the issue on your order.
• Where appropriate we will arrange a replacement or refund.
• If a return is required, UK returns are usually processed with a pre-paid Evri label so the item can be dropped off at an Evri Drop off point. We will confirm if a pre-paid label applies to your case.
• We aim to respond to initial enquiries within three working days; full resolution times depend on the shipping provider and the claim process.

Gift receipts

When buying a gift for a friend or loved one, you can choose to include a gift receipt at our checkout stage, which will provide the recipient with the option to exchange the present if it is not suitable.  Returns must be issued back to the original payment method.  

If you are unsure of what of what product to gift, why not give the gift of choice? You can do so by purchasing one of our Gift Vouchers, which allows the recipient to select something they truly desire.