< Refund policy – Krystal + Wood

Refund policy

Faulty items

Please contact our customer care team at krystalandwood@gmail.com if you have encountered a faulty product.

Please include clear photos of the faulty product and proof of purchase. 

Include your order number in the subject line.

If you have received a faulty item, we will replace it after it has been assessed by our quality control team. If your item is no longer available, we offer you a choice of a refund or 110% store credit. All refunds will be issued via the payment method you used to purchase the items.

Please note - you have 60 days to return a faulty product for our investigation, after this time we will not accept faulty product.

Our returns/ exchanges policy is in compliance with ACCC.


Due to the unique offering of our product and the intuitive work involved in putting your personally tailored kits and products together we don't offer exchange for change of mind. We would however offer exchange if the product was deemed as faulty or damaged via our internal review process.

Please contact us directly at krystalandwood@gmail.com and we will be more than helping to assist you in anyway.