Refund policy
Return and Refund Policy
We want customers to feel confident purchasing from New Age Realms. Please review the following return and refund requirements before initiating a return.
Nothing in this policy limits any consumer right or remedy that cannot lawfully be limited or excluded under applicable law.
14-Day Returns
New Age Realms accepts eligible returns requested within 14 calendar days after delivery of your order, including weekends.
To request a return, you must contact us within this 14-day period. Returns requested after the applicable return period generally will not be accepted for a change of mind or other voluntary return.
This voluntary return period does not limit rights that may apply to defective, damaged, incorrectly supplied, misrepresented, or nonconforming goods under applicable law.
Return Eligibility
New Age Realms allows customers to open packaging and reasonably inspect a product after delivery before deciding whether to keep it. Ordinary opening, removal, or damage to disposable exterior or product packaging that occurs while accessing or reasonably inspecting the product will not, by itself, make an otherwise eligible product non-returnable.
However, a product must not have been used, consumed, burned, altered, modified, damaged after delivery, or partially depleted in order to qualify for a voluntary return.
The right to reasonably inspect a product does not include using the product for its intended purpose and then returning it.
Examples of products that are no longer eligible for a voluntary return include, but are not limited to:
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A candle that has been lit or burned for any amount of time;
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Incense, herbs, oils, ritual ingredients, or other consumable products that have been burned, consumed, applied, dispersed, or partially used;
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A ritual kit from which any consumable component has been used, burned, consumed, or materially altered;
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Jewelry that shows evidence of use beyond reasonable inspection or trying on for fit;
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Tarot, oracle, or other card decks that have been used for readings or otherwise show evidence of use beyond reasonable inspection;
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Crystals, minerals, specimens, decorative objects, or other products that have been altered, modified, damaged after delivery, or used in a manner that materially changes their condition; and
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Any product that is missing components because those components were used, consumed, discarded, altered, or damaged after delivery.
A receipt, order number, or other proof of purchase is required. If you cannot locate your receipt or order number, contact us and we will make reasonable efforts to locate and verify your purchase using information associated with the order.
These voluntary-return conditions do not limit rights or remedies that may apply to products that arrived damaged, defective, incorrect, materially misrepresented, or otherwise nonconforming under applicable law.
Packaging
Original packaging is preferred but is not required solely because it has been opened or damaged while the customer reasonably accessed or inspected the product.
Customers should return any original packaging, accessories, documentation, components, certificates, stands, cases, or other materials that remain available and that were included as part of the purchased product.
Damage to packaging alone does not necessarily constitute damage to the product. However, damage, alteration, use, consumption, or material change to the product itself may make the product ineligible for a voluntary return.
Consumable and Use-Sensitive Products
For purposes of voluntary returns, products are considered used once they have been used for their intended purpose, even briefly.
A candle is considered used once its wick has been lit. Consumable ritual materials, herbs, incense, oils, and similar products are considered used once any portion has been burned, consumed, applied, dispersed, mixed, or otherwise used.
A product that has been partially used is considered used regardless of the amount remaining.
These restrictions apply to voluntary returns and do not eliminate rights relating to products that were damaged, defective, incorrect, materially misrepresented, or otherwise nonconforming when delivered.
How to Start a Return
To request a return, contact us at:
You may also submit a request through our Contact page or access your New Age Realms customer account.
After we receive your request, we will provide return instructions if the return is eligible.
Do not send a return without receiving return instructions from New Age Realms first. Unauthorized returns may result in delays and may not be accepted where permitted by applicable law.
Return Shipping
For voluntary returns, including change-of-mind returns, customers are responsible for the direct cost of return shipping unless otherwise required by applicable law.
We strongly recommend using a trackable shipping method and retaining your shipping receipt and tracking information until your return has been completed.
New Age Realms is not responsible for a customer return that is lost in return transit before it reaches us, except to the extent otherwise required by applicable law.
If an item was sent incorrectly or is confirmed to have arrived damaged or defective, return-shipping responsibility will be handled in accordance with applicable law and the instructions provided by New Age Realms.
No Restocking Fee
New Age Realms does not charge a restocking fee for eligible returns.
No Store-Designated Final Sale Items
Unless clearly disclosed otherwise before purchase, New Age Realms does not designate ordinary merchandise as "final sale" solely to prevent an otherwise eligible return under this policy.
Certain products may nevertheless be excluded from a right of return where applicable law permits or requires an exclusion, including products that cannot legally or safely be returned after opening or use. Any applicable restriction will be handled in accordance with applicable law.
Refunds
Once your returned item is received, we will inspect it and notify you of the status of your return.
If approved, the applicable refund will be issued to your original payment method.
New Age Realms generally processes approved refunds within 10 business days. Your bank, card issuer, payment provider, or financial institution may require additional time to post the refund to your account after we issue it.
If more than 14 business days have passed after we notified you that your refund was approved and you have not received it, please contact us at:
Refunds are subject to applicable law, including any legally required reimbursement of standard outbound shipping charges.
Exchanges
New Age Realms does not offer direct exchanges as part of our standard return process.
If you would like a different product, you may return your original eligible purchase under this policy and place a separate order for the desired item.
You do not need to wait for your refund to place another order, although doing so is entirely your choice.
This policy does not prevent New Age Realms from offering a replacement when appropriate for an incorrect, damaged, defective, or otherwise qualifying product.
Order Cancellations
Orders may be cancelled before fulfillment begins when cancellation remains operationally possible.
Once an order has entered fulfillment or has been transferred for shipment, we may be unable to cancel or intercept it.
If cancellation is no longer possible, you may request an eligible return after receiving the order in accordance with this policy.
Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If an item arrives damaged, defective, materially different from what you ordered, or you receive the wrong product, contact us promptly at support@newagerealms.com and preferably within 7 days of delivery so that we can investigate and resolve the issue as quickly as possible.
We may request photographs of the item, packaging, shipping container, shipping label, or other reasonable documentation needed to evaluate the issue or submit a carrier claim.
Please retain damaged products and their original packaging until we provide instructions.
Depending on the circumstances, product availability, applicable law, and the nature of the issue, an appropriate resolution may include replacement, repair where applicable, refund, price adjustment, or another remedy agreed upon with the customer.
The 7-day reporting request is intended to allow prompt investigation of shipping damage and order errors and does not eliminate any longer right or remedy provided by applicable law.
Authenticity of Crystals and Minerals
New Age Realms stands behind representations we make regarding the identity and authenticity of crystals, minerals, gemstones, and specimens sold through our store.
Our authenticity commitment applies to material representations made in the applicable product listing concerning the identity or nature of the product.
Natural variations in color, clarity, inclusions, formation, pattern, size, weight, texture, or appearance do not by themselves indicate that a natural crystal, mineral, gemstone, or specimen is inauthentic or defective.
Where information regarding identification, locality, origin, treatment, grade, or other characteristics is based upon information provided by a supplier, manufacturer, distributor, specimen source, or other third party, we make reasonable efforts to accurately communicate the information reasonably available to us.
If you believe that a crystal, mineral, gemstone, or specimen you received was materially misidentified or materially misrepresented, please contact us with your order information and the basis for your concern so that we can review the matter.
Nothing in this section limits any rights available under applicable consumer protection law.
One-of-a-Kind and Natural Products
Many New Age Realms products are natural, individually selected, limited, rare, or one-of-a-kind.
When a listing identifies the photographed specimen as the specific item being sold, the customer should receive that specific specimen.
For products selected from a natural assortment, batch, or inventory containing naturally varying materials, reasonable differences in color, pattern, clarity, inclusions, shape, size, weight, texture, formation, and other natural characteristics may occur and are not necessarily defects.
Additional information concerning natural-product variation is provided in our Terms of Service.
European Union Customers
If you are a consumer located in the European Union and applicable EU consumer law applies to your purchase, you generally have a legal right to withdraw from an eligible online purchase within 14 days after receiving the goods, without providing a reason, subject to exceptions provided by law.
To exercise this right, you must communicate your decision to withdraw within the applicable withdrawal period.
For an eligible change-of-mind withdrawal, you are generally responsible for the direct cost of returning the goods where we have informed you of that responsibility in advance.
Where required by applicable law, an eligible withdrawal refund will include the amount paid for the goods and the cost of the least expensive standard delivery method offered for the original order. Additional delivery costs resulting from your choice of a more expensive shipping method are not required to be reimbursed except where applicable law provides otherwise.
After notifying us of your withdrawal, goods must be returned within the period required by applicable law.
We may withhold reimbursement until we receive the returned goods or receive evidence that the goods have been sent back, where permitted by applicable law.
Your statutory rights regarding faulty, damaged, misdescribed, or nonconforming goods are separate from the 14-day withdrawal right and are not limited by this voluntary return policy.
Contact Us
For returns, refunds, damaged products, order problems, or questions concerning this policy, contact:
New Age Realms
Email: support@newagerealms.com
Customer Account:
https://account.newagerealms.com
Contact Form:
https://newagerealms.com/pages/contact