Refund policy
Thank you for choosing Crystal Heal!
Please review our Returns & Cancellation Policy carefully before placing your order at Crystal Heal. We pride ourselves on offering bespoke products crafted for each unique individual. Our commitment to high quality and sustainability means we avoid mass production, and each package is meticulously prepared and dispatched with the utmost care.
Defective Products:
If you receive a defective product, immediately contact us for a replacement or a full refund if a replacement is unavailable. Please provide your order details and a description of the defect when contacting our customer service.
Order Cancellation and Returns for Non-Defective Products:
- Returns must be initiated within 10 days of delivery.
- Products must be returned unused, with original tags intact, and in their original packaging.
- Shipping and handling fees will be deducted based on order weight: Rs 250 for less than 1kg and Rs 350 for over 1kg.
- An additional 5% of the total order cost is deducted as a non-refundable transaction fee.
- International Orders: Returns are generally not accepted due to high shipping costs. If you still wish to return a non-defective product, you will need to cover the return shipping costs yourself. Please note that exchanges are not available for non-defective items on international orders.
Refunds for non-defective returns can be issued as either a Store Credit or a refund to your bank account. Bank account refunds will be processed within 4-7 working days, with applicable fees deducted.
Non-Returnable Items
All items from our jewelry collections are non-returnable. Refunds, where applicable, will be issued as an E-Voucher to the email provided at purchase and can be redeemed on your next order.
Steps to Initiate a Return:
- Sign in to your account:
- Input your email address in the Email field and click 'Continue'.
- Check your email for a six-digit verification code from our store.
- Return to our online store and enter the six-digit verification code.
- Select the specific order for which you wish to initiate the return.
- If your order contains multiple items, indicate the ones you intend to return.
- Select a reason for the return and add any additional notes you wish to communicate to us.
- Confirm your request by clicking on the 'Request Return' button.
Color Accuracy:
While we strive to display accurate colors in our product images, variations may occur due to your device's display settings. We recommend checking your device’s settings before placing an order.
Size Guide:
Each product comes with a specific size guide to ensure a perfect fit. Please refer to the size guide on each product page, as it may vary between items.
BOGO Offer Return and Cancellation Policy:
- Since BOGO items are offered as a pair, cancellation or return requests will apply to both items in the offer. No partial cancellations or returns will be accepted.
- Customers can create a return request or order cancellation through their account page from our website.
- Customers are eligible for a refund of 50% of the effective amount paid for the cancelled product(s). The effective amount considers any discounts applied at the time of purchase.
- Shipping and handling fees will be deducted based on order weight: Rs 250 for less than 1kg and Rs 350 for over 1kg.
- An additional 5% of the total order cost is deducted as a non-refundable transaction fee.
Refunds for non-defective returns can be issued as either a Store Credit or a refund to your bank account. Bank account refunds will be processed within 4-7 working days, with applicable fees deducted.
Purpose of Our Policy:
This policy is designed to ensure transaction transparency and to provide excellent service to our genuine customers while reducing fraudulent orders. If you need further assistance, please contact our customer service team.
We appreciate your understanding and cooperation. If you have any further questions or need assistance, please contact our customer support at support@crystalhealshop.com.