The Facts

Refunds & Returns

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Refunds will only be applicable to items sold at the usual shelf price. Items which have been included in sales or discounts and live sale and £10 Tuesday items are not eligible for refund. 

Custom cut crystals are not eligible for refund. Customers are made aware that custom cuts/polishes of items found at beaches and whilst foraging cannot be guaranteed on type of finish. Payments for these services are for labour and polishing equipment only which is payable as a service irrespective of finish. Refunds are not eligible for these products even in the event of loss/damage in post. This service is an 'at owners risk' service.   

Custom made jewellery is not eligible for a refund. Customers agree the condition and finished jewellery item prior to postage therefore no refund can be given for size/weight/finish of these items. Refund for these may only be eligible for postage damage or loss. These items are eligible for repair only. 

Items sold as damaged stock are SOLD AS SEEN and not eligible for refund.

Items sold with disclaimer labels that have been used in any other way than the instructions describe will not be eligible for refund. 

Purchases made by gift cards are not eligible for refund. 

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​You must notify us within 7 days of receipt of your purchased item if you need to return it to us. You must ensure you return the item(s) within 14 days from that notification, back to us at our registered head quarters address (below) with proof of purchase. 

Items eligible for return and refund must be posted back at the customers own expense (non refundable by Raven Moon HTC Ltd) and in the same condition you received it in. It must also have all of the original packaging where possible. International returns should be marked clearly as 'return' to avoid import fees which will be payable by the sender. When posting an item with value over £25 we recommend you consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and aren't liable for any losses or damages during the return shipping. We will only be able to process the refund upon receipt of the item and where eligible. If an item is lost or damaged by the shipping company it will be the senders responsibility to seek compensation with the company and not Raven Moon HTC Ltd. 

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Once the item has been received at Raven Moon HTC Ltd headquarters address it will be inspected. If the item is found to be in the same sale condition as it was originally listed and there is no evidence of tampering then a full refund will be provided and made back to the original payment method. This can take up to 10 business days for refunds to be completed. 

If you have not received a refund back to your original payment method within that time frame please contact your bank/service provider in the first instance as there can be a delayed processing time for refunds depending on country/time/amount/public holidays. 

For any further issues relating to any missing refunds please contact us at ravenmoon.htc@gmail.com

Returns address:

Raven Moon HTC Ltd 

63 Muir Street

Larkhall

Lanarkshire

Scotland

ML9 2BQ

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You may also return the item in person to our store at:

116 Drumlanrig Street

Thornhill

Dumfries & Galloway

Scotland

DG3 5LS

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Please not no post can be accepted at this address.

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Reserving

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A 10% non refundable deposit fee is immediately due to hold an item for longer than 24 hours. Full payment of the remaining balance is due within 14 days. A payment link and polite reminder will be sent before the 14 days has elapsed. Failure to pay within this time will result in the item being placed back into stock in store / online. That item will not be permitted to be reserved twice by the same individual. Failure to pay or respond will result in the individual being blocked from future reserves.

Ethical Sourcing

Raven Moon HTC Ltd works hard to ensure only sustainable sources of minerals are purchased for resale. We work with small artisan miners who are small family based organisations. We do not purchase from areas that have either been overmined, are run by large organisations or have poor safety and welfare practices. We will completely refuse to purchase any stone if there is any unethical practices or local country unsettle such as war. We refuse to purchase any stone where mines are owned/operated by terrorist organisations. We speak directly to all of our suppliers and travel worldwide to meet them and see their mines. We fully support their health, safety and wellbeing at all times and give our full support of their families. 

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We import from various locations around the world and reduce the number of shipping trips our stones take to minimise the impact we have on the planet. Our suppliers use sustainable, all natural and recyclable packaging which we also reuse in our own packaging where possible, we bulk ship and purchase mostly rough stone that we cut and polish. By taking on the manufacturing aspect of the lapidary trade we completely eliminate what is usually a very unethical process of manufacturing for large organisations using child or slave labour. We do this ourselves to eliminate this impact from our business. We purchase old collections from people who may have been gifted/inherited or no longer want their collections. We resale these onto the next person to love and cherish. 

We try to reuse as much material as we can and use as little amount of plastic/non recyclable material as we are able to safely do. 

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For more information please reach out and ask us by email at ravenmoon.htc@gmail.com.

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