Effective Date: October 5, 2024
Last Updated: October 5, 2024
At Crystalinea, we strive to ensure that our customers are satisfied with their purchases. However, due to the nature of our products and our commitment to quality, we offer a limited refund policy. Please review the following terms carefully to understand your rights and our obligations regarding returns and refunds.
1. Eligibility for Refunds and Returns
We accept returns and process refunds only for products with confirmed quality issues or damage sustained during shipping. Due to the unique characteristics of crystals and other natural stones, minor imperfections such as color variations, small inclusions, or surface irregularities are normal and do not qualify as defects.
To qualify for a return or refund, your item must meet the following conditions:
- Quality Defects: The product must have a verifiable manufacturing defect or material flaw.
- Shipping Damage: Products damaged during shipping must be reported within 48 hours of delivery. Please inspect your package upon receipt and provide at least two clear photos showing the damage.
We do not accept returns for non-quality-related reasons, such as changing your mind or personal preferences regarding the product’s appearance.
2. Non-Returnable Items
While we strive to offer flexibility, the following items cannot be returned:
- Products that have been used, worn, or altered in any way.
- Products that are not in their original condition or packaging.
- Final sale items or promotional offers (unless there is a quality issue).
- Custom-made or personalized products, as these are specially created for you and cannot be resold.
3. Return Process
If you believe your product meets the criteria for a return or refund, please follow the steps below to initiate the process:
- Contact Us: Email us at admin@crystalinea.com within 48 hours of receiving your item. In your email, please include your order number and a detailed description of the issue.
- Provide Evidence: Attach at least two clear photos of the defective or damaged product. For shipping damage, include images of the packaging to help us assess the issue.
- Wait for Confirmation: Once we receive your email and photos, we will review the claim within 3 business days. If approved, we will issue a Return Merchandise Authorization (RMA) and provide return instructions.
- Return the Item: Ship the product back to us in its original packaging, including all accessories and documentation. The product must be in unused condition. Please ensure the product is securely packaged to avoid further damage in transit.
4. Return Shipping Costs
Customers are responsible for the cost of return shipping unless the product is deemed defective or damaged upon arrival. We recommend using a trackable shipping method and purchasing shipping insurance for your return. We are not responsible for items lost in return transit.
In cases where the return is due to a mistake on our part (such as shipping the wrong item), we will cover the return shipping costs.
5. Refunds
Once your returned item is received and inspected, we will notify you by email. If your return is approved, we will process your refund to the original payment method within 3 business days. The time it takes for the refund to be reflected in your account may vary depending on your bank or payment provider.
Please note:
- Partial refunds may be granted in cases where the item is not returned in its original condition or is missing parts.
- Shipping costs paid at the time of purchase are non-refundable, except in cases of incorrect or defective items.
6. Damaged Goods & Shipping Issues
If your item is damaged during shipping, we will gladly offer a replacement or refund. To qualify, the following conditions must be met:
- Inspection Upon Receipt: Please inspect the item upon delivery and refuse to sign for any package that appears visibly damaged. If the damage is discovered later, please contact us within 48 hours of receiving the package with photographic evidence.
- Proof of Damage: Send at least two clear photos showing the damage, along with images of the original packaging and shipping label.
We will assess the damage and either send a replacement or issue a refund. We may request that you return the damaged item, in which case we will provide instructions for the return and cover shipping costs.
7. Exceptions to Refunds
We reserve the right to refuse returns or refunds under the following conditions:
- Late Claims: Claims made more than 48 hours after delivery will not be eligible for a refund.
- Inadequate Evidence: If sufficient evidence of the defect or damage (e.g., clear photos) is not provided, we may deny the refund request.
- Repeated Refund Requests: In cases of repeated refund requests or suspected abuse of our refund policy, we reserve the right to refuse future returns or issue partial refunds.
8. Order Cancellations
You may cancel your order for a full refund within 24 hours of placing it, provided the order has not yet been shipped. If your order has already been processed or shipped, it cannot be canceled, and you will need to follow the return process outlined above.
9. International Orders
We ship globally, and our refund policy applies equally to international orders. However, please note:
- Customs Fees: Any customs duties, taxes, or fees paid during shipment are non-refundable.
- Extended Shipping Times: Please account for additional time when requesting returns from international locations.
10. Contact Information
If you have any questions regarding our Refund Policy or need further assistance, please contact us:
Email: admin@crystalinea.com