Return & Refund Policy

Last updated: 9 June 2026

Thank you for shopping with Mineral Lagoon.

Mineral Lagoon is operated by Alfa Group NZ Ltd, a New Zealand-registered company.

Customer satisfaction is extremely important to us. We aim to address concerns fairly, promptly and professionally, in accordance with this policy and applicable consumer law.

1. Product photographs and descriptions

Every mineral specimen sold by Mineral Lagoon is a unique natural object.

We make every reasonable effort to photograph and describe each specimen accurately. However, photographs cannot always reproduce exactly how a mineral appears in person.

Minor differences in colour, brightness, transparency, translucency, lustre or surface appearance may occur because of:

lighting conditions;
camera sensors;
screen settings;
reflective mineral surfaces;
viewing angle;
background colour; and
the natural optical properties of the specimen.

Some minerals require particular lighting and viewing angles for their colour, clarity, crystal formation or lustre to be visible at its best.

Minor photographic colour variation alone is not considered a defect. However, the product supplied must materially correspond with its description and photographs.

Customers are welcome to contact us before purchasing to request additional photographs or videos under different lighting conditions and viewing angles.

2. Change-of-mind returns

We do not accept returns, refunds or exchanges solely because a customer:

changes their mind;
no longer wants the product;
selected the wrong product;
expected a different size despite the dimensions or weight being stated;
experiences a minor colour variation caused by photography, lighting or screen display; or
did not read the product description before purchasing.

Mineral specimens are naturally delicate and may contain fine crystals, fragile formations, clefts, points or other sensitive structures. Repeated handling and multiple transportation journeys can increase the risk of chipping, abrasion, breakage or other damage, even where the specimen is carefully repackaged.

For this reason, we do not accept change-of-mind returns for mineral specimens.

We take considerable care when preparing every order for dispatch. Each specimen is packed using protective materials appropriate to its size, weight, structure and fragility to support safe and secure transportation.

Where suitable and hygienic, we reuse and recycle clean packaging materials as part of our effort to reduce waste. Reused materials are selected only where they remain suitable for protecting the specimen during transit.

If you require special packaging, additional protection, particular labelling or another reasonable shipping arrangement, please contact us before placing your order or immediately after purchase and before dispatch. Additional charges may apply where special materials or handling are requested.

This change-of-mind restriction does not apply where a product is faulty, damaged in transit, incorrectly supplied or materially different from its description.

Nothing in this section limits any rights available under applicable consumer law.

3. Out-of-stock products

If a product becomes unavailable after an order is placed, we will contact the customer as soon as reasonably possible.

The customer may choose:

a full refund for the unavailable product; or
an agreed substitute.

Any refund will be made to the original payment method.

4. Items placed on hold

We may agree to hold an item for a maximum of three days.

If the item is not purchased within the agreed holding period, it may be automatically made available for sale again without further notice.

Placing an item on hold does not create a completed sale or guarantee ownership of the item until full payment has been received.

5. Products damaged in transit

We take reasonable care when packing mineral specimens and use protective packaging appropriate to the item.

If a product arrives damaged, please contact us within two calendar days of delivery and provide:

your order number;
clear photographs of the damaged product;
photographs of the inner packaging;
photographs of the outer packaging;
a photograph of the shipping label; and
a written description of the damage.

Please keep the damaged product and all packaging in the same condition in which they were received until we confirm that they may be discarded.

The carrier may require an inspection, damage report or additional evidence before processing a claim. Where reasonably available, we may ask an international customer to present the parcel to the local postal or courier service for assessment.

After reviewing the evidence, we will provide an appropriate remedy. Depending on the circumstances and product availability, this may include:

a refund;
a repair;
a replacement; or
another solution agreed with the customer.

Because mineral specimens are unique, an identical replacement may not be available.

Failure to notify us promptly may affect our ability to submit a successful carrier claim, but it does not limit any rights that cannot legally be excluded.

6. Lost parcels

Incorrect or incomplete delivery address

Customers are responsible for providing a complete and accurate delivery address.

Shipping labels are generated using the information supplied during checkout. Mineral Lagoon is not responsible for a parcel being delayed, lost, misdirected or returned because the customer supplied an incorrect or incomplete address.

If a parcel is returned or requires redirection because of an address error, the customer may be responsible for:

redelivery charges;
return-shipping charges;
carrier redirection fees;
customs charges; and
other related expenses.

Parcels believed to be lost

If tracking information indicates that a parcel may be lost, please contact us promptly.

We will submit an investigation request to the relevant postal or courier service. Investigations and compensation claims are governed by the carrier’s terms, procedures and time limits.

If the carrier confirms that a parcel is lost, we will provide an appropriate remedy in accordance with applicable law and any available carrier compensation.

For international parcels, please contact us no later than 20 days after dispatch so that we can begin an investigation within the carrier’s applicable claim period.

After the carrier’s claim deadline has passed, we may be unable to open an investigation or recover compensation.

7. Faulty, incorrect or materially misdescribed products

Please contact us within 14 calendar days of delivery if:

the product is faulty;
the product is materially different from its description;
the wrong product was supplied;
an item is missing from the order; or
the product has another significant issue that was not disclosed before purchase.

Please provide:

your order number;
a clear explanation of the issue; and
photographs or videos that reasonably demonstrate the problem.

Where a claim is accepted, we will provide an appropriate remedy. Depending on the circumstances, this may include:

a refund;
a repair;
a replacement, where a suitable replacement is available; or
another solution agreed with the customer.

Because mineral specimens are unique, an identical replacement may not be available.

8. Exchanges

We do not offer ordinary product exchanges.

A replacement provided as a remedy for a faulty, damaged or incorrectly supplied product is not considered a general exchange and remains subject to availability.

9. Cancelling an order

Please contact us immediately if you wish to cancel an order.

An order may be cancelled only before it has been dispatched.

An approved refund will be returned to the original payment method.

Where legally permitted, reasonable and non-recoverable transaction or administrative costs may be deducted from the refund. Any proposed deduction will be disclosed before the cancellation is completed.

Orders that have already been dispatched cannot be cancelled and will be handled under the applicable sections of this policy.

10. International customs and import requirements

Customs and import regulations vary between countries.

Customers are responsible for checking whether a product may lawfully be imported into the destination country before placing an order.

Some minerals, natural materials or related products may be prohibited, restricted or require permits in certain countries.

Where we are aware of a particular import restriction, we may include relevant information in the product description. However, Mineral Lagoon cannot guarantee that every destination-country restriction will be identified in advance.

Unless an order is expressly sold on a duties-paid basis, the recipient is responsible for:

import duties;
tariffs;
taxes;
customs-clearance fees;
carrier processing fees;
carrier disbursement or advancement fees; and
any other charges imposed by the destination country or carrier.

Mineral Lagoon is not responsible for delays, confiscation, refusal of entry or additional charges resulting from destination-country import requirements, except where liability cannot legally be excluded.

If a parcel is returned to us because of:

prohibited or restricted importation;
an incorrect or incomplete address;
refusal to accept delivery;
unpaid import duties, taxes or fees; or
failure to complete customs-clearance requirements.

We may refund the product price after the item has been returned and inspected in a resalable condition.

Actual outbound shipping charges, return-shipping charges, customs charges and carrier fees that Mineral Lagoon cannot recover may be deducted from the refund where legally permitted.

11. Returning an authorised product

Do not return a product without first contacting us and receiving return authorisation and instructions. To request authorisation, please complete our Return Form.

An authorised return must:

be dispatched within 14 calendar days after return instructions are issued;
include the order number;
be securely and appropriately packaged;
include all parts or components originally supplied; and
be sent using a tracked shipping service.

Please use sufficient protective packaging. Mineral specimens are fragile, and inadequate return packaging may result in chipping, breakage, abrasion or other damage.

Products damaged during return transportation because of inadequate packaging may not qualify for a refund, except where applicable law provides otherwise.

For a confirmed faulty, damaged or incorrectly supplied product, Mineral Lagoon will arrange or reimburse reasonable return-shipping costs where required by applicable law.

Unauthorised returns may be refused or delayed.

Unless we instruct you otherwise, return the product to the return address provided in our written return instructions. Do not rely solely on an address printed on the original parcel, as the correct return address may differ.

12. Refunds

Returned products will be inspected after they are received.

Approved refunds will be processed within 10 business days after the inspection has been completed.

Refunds will normally be made to the original payment method used for the purchase.

The time required for funds to appear in the customer’s account may depend on the bank, card issuer or payment provider.

For confirmed faulty, damaged, materially misdescribed or incorrectly supplied products, the refund will include any amounts required by applicable consumer law.

Original shipping costs are not refundable where the return is caused by circumstances for which Mineral Lagoon is not responsible, except where required by law.

We will notify the customer when the refund has been processed.

13. Payment-provider processing times

Although Mineral Lagoon may process an approved refund within the period stated above, banks and payment providers may require additional time to credit the funds to the customer’s account.

Mineral Lagoon is not responsible for delays caused solely by the customer’s bank, card issuer or payment provider.

14. Statutory rights

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded.

This includes rights that may be available to New Zealand consumers under the:

Consumer Guarantees Act 1993;
Fair Trading Act 1986; and
any other applicable consumer-protection legislation.

Where mandatory consumer law provides greater protection than this policy, the mandatory law will apply.

15. Contacting us

To report a delivery problem, request return authorisation, ask about a refund or obtain assistance with an order, please complete our Return Form or contact Mineral Lagoon using the contact details published on our website.

Please include:

your full name;
your order number;
a clear description of the issue; and
any relevant photographs, videos or supporting documents.

We will review your request and respond as soon as reasonably possible.