Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at buy@thecrystalcompany.shop. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items must be sent within the original packaging as this is what we deem as adequate to prevent any damage. Items sent back to us without first requesting a return will not be accepted.
The purchase of the return label will be billable to you and not payable by The Crystal Company.
You can always contact us for any return questions at buy@thecrystalcompany.shop.
Open Boxes
We allow open boxes as a gesture to help customers save on posting but we need to be strict on how this is used. We will allow customers to keep an open box for a maximum of 30 days before a refund can be claimed. After 30 days, this falls outside of our standard 30 day return policy.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
If you return an item, it should be returned in the same condition in which it was received, and it should include all items that were in the original package.
If the returned item is used, damaged, or missing any parts, or is damaged during return delivery because it wasn't packaged correctly, we have the right to deduct from the refund to cover the loss in the item's value.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.