Order Cancellation, Returns and Refund Policy

Order Cancellation, Returns and Refund Policy

  • Order Cancellation

If the customer decides to cancel the order once it has been ordered, please email the cancellation to Mark@crystaltree.co.nz, or call 0211324445 within 24 hours after the purchase. Otherwise 10% of the purchase might apply for 


crystaltree.co.nz is committed to customer satisfaction- if you receive any merchandise that you are unhappy with for any reason, simply return it to us within the time frame listed below, in a new and unused condition and we will happily exchange the product. We will also ship your exchange request back to you, for free!

*Refunds not applicable on sale or promotional items.

Exchanges (full price items) – 30 days from date of purchase

Sale items – No refund will be given unless goods are faulty


If for any reason you would like to return your product to us please follow the simple steps below:.

  1. Email to Mark@crystaltree.co.nz with the receipt of the product, reason for the return.
  2. Pack all items with your invoice in a secure carton or reuse the original packaging. Please ensure that all boxed items are securely enclosed in a satchel as we are not able to accept them if damaged.
  3. Lable the package with our returns address
  4. Courier: Crystaltree 12 Delisle Place, Windsor Park 0632
  5. Attend your local Post Office and send to the labeled address. For security and peace of mind, we strongly suggest insured registered post as crystaltree.co.nz is not liable for lost return parcels.
  6. Once received in our warehouse, we will inspect and process the goods within 24 hours to ensure you receive your exchange/refund as quickly as possible.
  7. Crystaltree will cover the cost of SHIPPING THE REPLACEMENT PRODUCT back to you (you will have to cover the cost of getting your original items sent back to our windsor park location)


If you have a faulty item that you would like repaired, please follow the simple steps of a normal return as shown above.

Once received in our warehouse, we will inspect and send the goods onto the manufacturer. The manufacturer will then issue a refund or repair the goods. We aim to have your refund processed within 2 working days of receiving; however some faults must be approved by the manufacturer before a refund or replacement can be issued. In this case we will keep you informed.

Please allow approximately two weeks for the processing of your faulty return once received. 

If an order is deemed faulty, we will gladly reimburse the return postage.


crystaltree.co.nz accepts returns Monday-Friday 8am to 5pm. Once your order is received, we will inspect and process the goods within 2 working days. 

crystaltree.co.nz cannot accept COD deliveries.

Please note that if you are wanting to exchange or return boxed goods, they must be returned to crystaltree.co.nz in the original unmarked packaging and in good condition. If the items are being posted back, please ensure you pack them inside a satchel & do not attach anything to the outside of the original packaging. Should the packaging be marked or in unsatisfactory condition there may be a chance that we will not exchange or refund the goods. A restocking fee may apply. Crystaltree will not refund the freight fee for items ordered incorrectly.

If you have any further questions, please contact customer service on: 0211324445