Refund policy

We want you to feel completely confident about the Crystal Singing Bowl you choose, which is why we offer a free advisory service, including audio and visual recordings, to help guide you. If you'd like a bit of extra reassurance before buying, you're welcome to book a one-to-one appointment with Ali to play the bowls in person.

Because of this personal, hands-on support, we're not able to offer refunds for a simple change of mind unless this has been explicitly agreed with Genevra before your purchase. Don't worry, though — this doesn't affect your statutory rights if your bowl arrives damaged or broken.

Quality Assurance

Every one of our bowls goes through a quality check before it's dispatched, so you can trust it arrives in perfect condition and free from faults.

Natural Flaws and Imperfections

Because each Crystal Singing Bowl is individually created through a complex and unique process, you may occasionally notice natural characteristics such as:

Air bubbles
Marks
Chips
Spiderweb lines
Irregular textures

Rest assured, these lovely little quirks are simply part of the bowl's natural character and don't affect its sound or value. Once your bowl has been unpackaged, we're unable to take responsibility for any breakages, so we'd gently recommend insuring it against accidental damage.

If your bowl is ever damaged and you'd like us to take a look at re-birthing or healing it, just get in touch — we're happy to help assess it for you.

Damaged, Faulty, or Incorrectly Supplied Items

If your item arrives damaged, or you've received the wrong bowl, please let us know straight away by email. We'll arrange a courier collection and get a replacement to you as quickly as we can.

Receiving your order:

Take a look at the packaging as soon as it arrives.
If it looks damaged, please don't sign for the item until you've checked what's inside.
Where possible, open the box while the courier is still there, and only sign if everything looks intact.
If the packaging is damaged, it's a great help if you can take a photo before opening the box.
If your bowl arrives broken, please return it in its original packaging and we'll sort you out with a full refund or credit note.

Incorrectly Supplied Items

If the bowl you receive doesn't quite match your order — whether in alchemy blend, size, or note — just let us know right away. We'll arrange collection and get the correct one sent out. If we're not able to supply the right bowl, we'll issue a full refund once we've received the incorrect one back, repacked in its original packaging.

Broken Upon Arrival

Please let us know immediately if the packaging looks damaged when it arrives. To help us sort things quickly, we'll need a few photos of:

The damaged outer box before opening
The inner packaging
The bowl itself within its original packaging

If the bowl has arrived broken, please pop it back in its original, unopened packaging and we'll arrange for a courier to collect it. Once we've received it, we'll happily offer either:

A full refund, or
A credit note towards another bowl

Faulty Bowls

If you run into any issues playing your Alchemy Crystal Singing Bowl — whether due to its natural formation or a manufacturing defect — please reach out to us straight away.

Returns for faulty or unplayable bowls:

Within 7 days of receipt: if the bowl is unplayable due to its natural formation, we'll issue a credit note.
Within 7 days of receipt: if there's a manufacturing defect, we'll offer a full refund or replacement, in line with UK consumer law (Consumer Rights Act 2015). We'll just need some photographic evidence, and we may ask for the bowl back to take a closer look before processing anything. It's best to flag any faults within this window, since a genuine defect is usually apparent as soon as the bowl arrives.
If the bowl has been damaged through handling (for example, dropped or mishandled), we're unfortunately not able to offer a refund or replacement. Any claims of a manufacturing fault will need photographic evidence and an assessment of the damage.

When returning a bowl, please make sure it's packed carefully in its original packaging with some extra padding, so it travels safely back to us.

Returns from Outside the UK Due to Import Charges

For our lovely international customers, it's worth being aware of the import regulations and charges that apply in your own country. If import fees aren't paid and the parcel makes its way back to us, here's what happens:

Returns caused by unpaid import charges can sometimes take a little while to process, due to customs delays — thank you for your patience.
We'll issue a refund or credit note, minus the cost of return shipping and a 15% restocking fee.

This policy is here to make sure every return is handled fairly, while we keep doing our best to look after the quality and service you deserve.

If you have any questions at all, we'd love to hear from you — just drop us a line at hello@crystalplanets.com