Refund policy

Refund and Privacy Policy

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Please note that appointments cannot be cancelled or refunded once they are scheduled. Once a session is booked, the allocated time is reserved exclusively for you.

If you need to reschedule your appointment, you can request a change with a minimum of 24 hours notice, within reasonable circumstances such as emergencies or illness. I understand that unexpected situations can arise, and i'll do my best to accomodate where I can in these circumstances.

In order to ensure fairness and availability for all clients as well as respect for each others time, please note that any repeated cancellations or rescheduling will result in the forfeiture of the full appointment fee.

Please note that I reserve the right to cancel appointments with clients at my discretion, especially if there is a conflict of interest or I feel that I am unable to provide the best service for them. In such cases, I will make every effort to communicate and find a suitable alternative.

While I strive to honour all scheduled appointments, please understand that there may be rare circumstances where I might need to reschedule a session. In such cases, I will make every effort to provide you with as much advance notice as possible and work towards finding a suitable alternative. Your understanding and cooperation are greatly appreciated.

Please make sure to arrive on time for your appointment as there may be other clients booked before and after you. It's crucial that we stick to the allocated time slot to ensure a smooth experience for everyone. In the event that you are running late for your appointment, please note that the session will still end at the allocated time. Unfortunately, I won't be able to extend the session beyond the scheduled duration. To make the most of your time, I kindly request that you arrive promptly.

I absolutely love having a chat with my clients, but I want to ensure that they receive the maximum benefit from their sessions. Therefore, I kindly remind clients that this takes up their precious healing session time.

Refunds are not available for cancellation or change of mind. Please note that everyones experiences are completely unique with each session, no two are ever exactly the same and results vary.

Returns on Products
Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. As our store is on clearance, there is no refunds or exchanges offered for discounted items. 
We know how upsetting it is when you order something online and what arrives isn't what you ordered. We make sure to take the best photos possible and give you an accurate product description for your piece of mind.

To be eligible for an exchange, your item must be unused and in the same condition that you received it, within 7 days of purchase. Buyer must notify us on receipt of item if it is not correct and must be returned at buyers cost. It must also be in the original packaging and not on clearance.

To complete your return, we require a receipt or proof of purchase.

Exchanges will not be granted on any item not in its original condition, is damaged or missing parts for reasons not due to our error, or;
Any item that is returned more than 7 days after delivery will not be eligible for exchange.

Refunds due to an item being faulty (if applicable)

We refund only if on the rare occasion the item is faulty and not for change of mind so please choose carefully.

We are happy to exchange if the item is faulty or issue a partial refund at our descresion. The return postage must be paid by the buyer.
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We do not refund, exchange or cancel pre-orders or lay-bys.

Once your return is received and assessed, 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 7 days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, 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@moonstoneenergy.com.au
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We take all care possible in wrapping and packaging your precious cargo! We unfortunately cant take responsibility for items damaged in transit. $100 coverage is automatically included in your shipping, any coverage after that is up to the buyer to add on checkout. 

All of our beautiful items are handmade with love. Each item is unique and may have slight "imperfections" or quirks that give them their own character and uniqueness. This is not faulty, this is hand made.
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Unfortunately we cannot offer warranty on our products as they are handmade and sold as is. However we do have strict quality control procedures to ensure you are buying safe and quality products.

Sale items (if applicable)
Sale items cannot be exchanged or refunded.

Exchanges (if applicable)
We will of course exchange items if they are defective or damaged or a small partial refund may be issued if able to be easily fixed, this amount is determined by Moonstone Energy. If you need to exchange it for the same item, send us an email at hello@moonstoneenergy.com.au and send your item to: 2/2 North Rocks Rd, North Parramatta NSW AU 2151.

Gifts:
Unfortunately we do not offer any gift wrapping for your items but we promise not to include the invoice or prices on any items.

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

We don’t guarantee that we will receive your returned item and tracking is essential.