Refund policy

RETURN, REFUND & CANCELLATION POLICY

This Policy explains the conditions applicable to returns, replacements, refunds and cancellations for products and astrology consultations purchased from Stone of Will. By placing an order or booking a consultation, you agree to this Policy.

A. CRYSTALS & PHYSICAL PRODUCTS

  1. Returns & Nature of Our Products

Stone of Will primarily offers natural stones, crystals, crystal jewellery and products intended for spiritual practices, personal rituals, meditation and related purposes.

Due to the nature and intended use of these products, and to maintain appropriate hygiene, handling and quality standards, all products are generally non-returnable except where they are damaged in transit or an incorrect product has been delivered.

Returns or replacements are not accepted for:

• Change of mind or personal preference.
• Purchasing the wrong product or selecting the wrong option.
• Dissatisfaction with a product’s natural colour, pattern, texture, shape or appearance.
• Deciding the product is unsuitable for personal or spiritual use.
• Any perceived absence or change in its expected spiritual or energetic effects.

Stone of Will does not guarantee any particular spiritual, energetic, emotional, financial, relationship, health or other outcome from the use of its products.

  1. Damaged Products

If a product is damaged during transit, you must contact us within 3 days of delivery.

A continuous and unedited unboxing video showing the sealed package being opened and clearly showing the damage must be submitted with the request. Failure to provide sufficient evidence may result in the claim being declined.

Once verified, Stone of Will will arrange a replacement without any return-pickup charge, subject to product availability and applicable law.

  1. Incorrect Products

If you receive a product different from what you ordered, contact us within 3 days of delivery.

Once verified, the correct product will be provided as a replacement without additional product or return-pickup charges, subject to availability.

  1. Natural Variations

Natural stones and crystals may vary in colour, shade, texture, inclusions, pattern, shape, size and clarity. These are natural characteristics and are not considered defects.

Product photographs are representative, and actual products may vary due to natural characteristics, photography, lighting and screen settings. Such variations do not qualify for return or replacement.

  1. Damage After Delivery

Stone of Will is not responsible for damage occurring after delivery due to misuse, improper handling, accidental damage, normal wear and tear, unsuitable conditions or failure to follow applicable care instructions.

  1. Refunds & Replacements

For eligible damaged or incorrect-product claims, replacement is the primary remedy. If a replacement cannot reasonably be provided, Stone of Will may provide an appropriate refund or other remedy, subject to applicable law.

All eligible claims must be raised within 3 days of delivery unless a different period or remedy is required by applicable law.

B. ASTROLOGY CONSULTATIONS

  1. Nature of Astrology Consultations

Astrology consultations are personalised services involving the preparation and interpretation of a customer’s birth chart and related astrological information.

As personalised preparation is undertaken and an astrologer’s time is reserved for the customer, consultations are subject to the cancellation, refund and rescheduling conditions below.

Astrology is interpretive in nature. Stone of Will does not guarantee any particular prediction, event, outcome or result from a consultation.

  1. Booking & Confirmation

After payment is received, our team will generally contact you within 24–48 hours via WhatsApp or text to confirm your details and available consultation slot.

Consultations are generally scheduled within 7–8 working days of booking, subject to availability. Joining details will be provided separately after the appointment is confirmed.

  1. Consultation Refunds & Cancellations

Astrology consultation fees are generally non-refundable once the consultation has been booked and the appointment process has commenced.

Refunds will generally not be provided where:

• You change your mind after booking.
• You disagree with or are dissatisfied with the interpretation, prediction or guidance.
• An expected or anticipated outcome does not occur.
• Incorrect or incomplete birth details are provided.
• You are unable to attend a confirmed appointment.
• You fail to join at the scheduled time.
• Your consultation slot has already been confirmed and reserved.

  1. Birth Details

Customers are responsible for providing accurate and complete information, including date of birth, exact birth time and place of birth.

Any error must be communicated when our team contacts you for slot confirmation and before the consultation slot is confirmed.

Once the slot is confirmed, changes to birth details may not be accepted, and incorrect or incomplete information will generally not qualify for a refund or complimentary rescheduling.

  1. Rescheduling, Late Arrival & No-Shows

Once a consultation slot is confirmed, it generally cannot be rescheduled because the astrologer’s time has been specifically reserved.

If you cannot attend or fail to join within a reasonable period, the consultation may be treated as forfeited without refund or rescheduling.

If you join late, the consultation may still end at the originally scheduled time to avoid affecting subsequent appointments.

Stone of Will may consider exceptional circumstances on a case-by-case basis at its discretion.

  1. Recordings & Transcripts

Stone of Will does not provide video recordings or transcripts unless specifically stated for a particular service.

Customers may not record, reproduce, distribute, publish or commercially use a consultation without prior written permission from Stone of Will.

  1. Issues from Stone of Will

If Stone of Will is unable to provide a confirmed consultation due to an issue attributable to us, we will make reasonable efforts to provide an alternative appointment.

If a reasonable alternative cannot be provided, an appropriate refund may be issued. Significant technical issues attributable to Stone of Will may similarly be resolved through rescheduling or another appropriate remedy.

C. GENERAL CONDITIONS

  1. Payments & Stone of Will Cancellations

If you are charged more than once for the same order due to a payment-processing error, contact us with the transaction details. Any verified duplicate payment will be refunded through the applicable payment method.

Stone of Will may cancel an order or decline a service where reasonably necessary, including due to product or appointment unavailability, payment issues, suspected fraud, technical or pricing errors, or legitimate operational or legal reasons.

If Stone of Will cancels a paid order or consultation that cannot be fulfilled, the applicable amount paid will be refunded.

  1. Refund Processing

Approved refunds will generally be processed to the original payment method. The time required for the amount to reflect may vary depending on the bank, payment gateway, card issuer or other financial institution.

  1. Consumer Rights

Nothing in this Policy limits, excludes or waives any consumer right, statutory remedy or legal protection that cannot lawfully be excluded.

Where applicable law provides a right to a refund, replacement, repair, cancellation or other remedy, that legal right will continue to apply.

  1. Contact Us

For return, replacement, refund or consultation-related requests, contact:

Stone of Will
Email: contactus@stoneofwill.com

Please include your order number and relevant details so that we can assist you efficiently.