Returns & Refunds
At Mother YHWH Frequency, we want you to feel confident and supported when purchasing from us. As our crystal sound healing products are carefully packaged and shipped directly from our fulfilment partners, please read the following policy before placing your order.
Damaged or Faulty Products
Crystal singing bowls are fragile items and, despite careful packaging, damage can occasionally occur during transit. If your order arrives damaged, broken, faulty, or significantly different from the product description, please contact us as soon as possible. To help us resolve the issue quickly, please provide:
- Your order number
- Your name and contact details
- A description of the issue
- Clear photographs of the product and packaging
- A video where appropriate, particularly if the issue relates to the sound or function of the product
Please do not dispose of the product or packaging until we have assessed your claim. Depending on the circumstances, we may arrange a replacement, repair or refund. Your rights under the Australian Consumer Law are not affected by this policy. Where a product does not meet a consumer guarantee, you may be entitled to a remedy under Australian Consumer Law.
Change of Mind
We do not generally offer refunds or exchanges simply because you have changed your mind, selected the wrong size or colour, or no longer require the product. However, this does not affect your rights under Australian Consumer Law. If we agree to accept a change-of-mind return at our discretion, the product must be unused, in its original condition and packaging, and suitable for resale. Return postage will generally be the responsibility of the customer. Please contact us directly via email to discuss and source the return address, some of our orders are sourced from multiple locations so the address is varying.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible after placing your order. We may be able to cancel an order before it has entered production or been shipped.
Once an order has entered production or has been shipped, cancellation may no longer be possible. If cancellation or interception is possible after shipment, any costs incurred may be the responsibility of the customer. Because some of our products are made or prepared specifically to order, cancellation availability may vary depending on the product and stage of fulfilment. If the item has already been dispatched to the courier, please contact them directly to redirect the order. This information is usually available via their website. Please check the courier with the provided tracking link.
Incorrect Items
If you receive an item that is different from what you ordered, please contact us before returning anything. We will review the order and arrange an appropriate solution, which may include a replacement or refund.
Incorrect Shipping Address
Please carefully check your shipping address before completing your order. If you realise that your address is incorrect, contact us immediately. We may be able to update it if the order has not yet been processed or shipped. Once an order has been shipped, we cannot guarantee that the address can be changed. Additional shipping costs may apply if an order needs to be re-shipped because an incorrect address was provided. If the item has already been dispatched to the courier, please contact them directly to redirect the order. This information is usually available via their website. Please check your provided tracking link.
How to Request a Return or Refund
Please email us before sending any product back.
Include:
- Your full name
- Order number
- Email address used for the order
- Reason for your request
- Photos and videos where applicable
Our team will review your request and provide you with the appropriate next steps. Please do not send a return to an address provided by the manufacturer or fulfillment partner unless we have specifically instructed you to do so as our products come from multiple sources.
Refunds
Where a refund is approved, it will generally be processed using the original payment method. Once processed, the time for the funds to appear in your account may depend on your bank or payment provider.
Contact
If you have any questions regarding a return, replacement or refund, please contact Mother YHWH Frequency via email at contact.mywf@gmail.com or through our Contact page. We are here to help and will do our best to resolve any issue as quickly and fairly as possible.