REFUND POLICY

Returns
A return + refund will only be offered if your item has been damaged in transit. We do not accept returns due to change of mind.

Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, you must get in touch within 7 days of purchase and provide a valid reason (and evidence if requested) for your return or exchange. Your item must be unused and in the same condition that you received it. It must also be in the original packaging so that we can make a claim with our courier company. Please note: Crystals are natural items and therefore will contain "imperfections" and irregularities, so natural cracks, pitting, colouring + other irregularities that are to be expected with crystals are not grounds for a refund.  If you are unsure if a crystal is right for you, feel free to get in touch before making an order and we will be happy to send you further photos and/or video if needed. 

Refunds (if applicable)
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 will be deposited to your bank account.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. It may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@frankieandrose.co.nz

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded or exchanged.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@frankieandrose.co.nz

Please note
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.