Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase and your order number.

To start a return, you must first contact us at enquiries@thekentcrystalcave.com.

If your return is accepted, we’ll send you instructions on how and where to send your package and you will be responsible for the return postage costs. Items sent back to us without first requesting a return will not be accepted.  Please ensure you obtain proof of postage and/or track your package when returning items to us as no refund can be issued if the item has not been returned to us in the original condition.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at enquiries@thekentcrystalcave.com.

Workshops and Training courses are non refundable


Refund Policy for In-Person Purchases

Crystals and other items purchased in person at events, markets, or our point of sale (POS) location are non-returnable and non-refundable.

Please ensure you are completely happy with your chosen items before completing your purchase, as we are unable to accept returns or offer refunds once the sale is final. This includes purchases made during wellness events, in-store, or at any pop-up locations.

If you believe an item purchased in person is defective or has been received in error, please contact us at enquiries@thekentcrystalcave.com within 7 days of purchase with clear photos and a description of the issue, and we will do our best to assist you.

 

Workshops, Courses & Events – Booking, Cancellations & Refunds

At The Kent Crystal Cave, all workshops, courses, and events are carefully prepared in advance, with limited spaces available. By booking with us, you agree to the following terms:

Workshops (One-Day Events)

  • Workshops are non-refundable once booked.
  • If you are unable to attend, we may, at our discretion, offer the option to transfer your booking to a future workshop of the same type, where availability allows.
  • Transfers are not guaranteed and are considered on a case-by-case basis.
  • Failure to attend a booked workshop without prior notice will be treated as a no-show, and no refund or transfer will be offered.

Crystal Healing Courses (Accredited Training)

For all multi-day or accredited training courses:

  • Deposits are strictly non-refundable and non-transferable.
    This secures your place and covers administration and preparation costs.
  • By selecting a payment plan, you are committing to complete all instalments.
    Payment plans include a non-refundable £15 admin fee.
  • If you are unable to attend your course:
    • We may, at our discretion, offer a transfer to a future course date, subject to availability.
    • In exceptional circumstances, we may offer a partial refund of up to 50% of the total amount paid, depending on the situation and notice given.
  • Failure to attend a course without prior notice will be treated as a no-show, and no refund will be issued.

General Terms

  • All cancellation, refund, and transfer requests are assessed on an individual basis and at our discretion.
  • Any agreed transfers must be used within a reasonable timeframe and are subject to availability.
  • If we are required to cancel or reschedule an event, a full refund or alternative date will be offered.
  • By booking, you confirm that you have read, understood, and accepted these terms.



Sound Bath No-Show & Late Arrival Policy

Please read carefully before booking.

Sound baths are held in hired venues for a strictly set time and are designed to provide a calm, uninterrupted experience for all attendees. To protect the integrity of the session and the experience of other paying guests, the following policy applies:

Doors will be locked at the stated start time of the event.

Late entry will not be permitted under any circumstances, as this causes disruption to the session, other guests, and the venue.

If you do not arrive on time and make no attempt to contact us prior to the start time, your booking will be classed as a no-show.

No refunds, transfers, or credits will be issued for no-shows or late arrivals where entry is refused.

This includes circumstances where the session has already begun and the doors are locked.

By booking, you acknowledge that:

The venue is hired for a fixed period.

Spaces are limited and reserved specifically for you.

Your place cannot be reallocated once the session has started.

We kindly ask all guests to arrive at least 10–15 minutes early to allow time to settle in and ensure the session can begin promptly and peacefully.

We thank you in advance for your understanding and for helping us maintain a safe, respectful, and immersive environment for everyone attending.