1. Time limit for after-sales claims
Compliant with the EU's 14-day no-reason consumer protection regulation and the US FTC Consumer Protection Regulations: Buyers may submit a return request by email within 14 days from the date of receiving the crystal package; after this period, customer service channels will be permanently closed, and no returns, exchanges, or refunds will be accepted.
List of items not supported for return without reason
Custom-cut crystals, personalized polishing and cutting services for crystals, crystal chip demagnetization kits, disposable demagnetization supplies, and crystals with marked defects available at special clearance prices.
2. Natural Crystal Characteristics (not considered quality issues and are not eligible for return or exchange)
Natural crystal ores inherently possess the following characteristics; therefore, our store does not accept returns, discounts, claims, or payment refusals based on these reasons.
1. Natural cotton fibers, ice cracks, mineral black spots, natural water ripples, and original ore pits within the crystal structure;
2. Each raw stone exhibits unique variations in color deviation, transparency, and texture patterns.
3. The fine grinding patterns created by hand-polishing, along with extremely subtle natural mineral inclusions at the edges and corners;
4. Manual weighing and measuring may result in dimensional errors of 0.1–0.5 cm and weight deviations of 1–5 g.
5. The surface of the raw stone exhibits natural mineral coatings and textured patterns with both concave and convex features.
3. Strict Return Policies
1. Return crystals must be in brand-new condition, unworn, free from drops or impacts, and without signs of immersion-induced demagnetization. The original gift box, storage bag, and authenticity certificate must all be returned intact. If the product has physical damage or missing components, the warehouse will refuse acceptance and deny refunds.
2. Before returning a item, please first email the customer service address to submit a return request and obtain the official domestic return address [Detailed Domestic Return Address]. Packages sent back without prior notification will not be accepted by the warehouse.
3. The buyer shall bear all international return shipping costs for returns without valid reason; the store does not subsidize any shipping fees. The store will cover reshipping costs only in two cases: items being damaged or incorrect product shipment by the seller.
4. Refund Processing Procedure
After the warehouse confirms receipt and returns the crystal item in good condition, the full payment will be refunded via the original payment method within 3–7 business days. Payment processing times follow PayPal, credit card, and Stripe's official settlement rules. No-refund returns only cover the crystal product price; international shipping fees incurred during shipment are not refunded.
5. Acceptable After-Sales Claim Scenarios
Reissuance or refund is supported only in the following two cases:
1. Crystal damage during international shipping: Within 24 hours of package receipt, provide a complete unedited unpacking video and actual photos of the damage. Upon approval, you may choose either free replacement of identical crystals or partial refund based on the extent of damage. Reports without a complete unpacking video will not be processed.
2. The merchant incorrectly specified the crystal's style, size, and material.
3. Physical breakage, self-polishing modifications, and wear from prolonged use are not covered under after-sales service.
6. The store reserves the right to refuse service under any of the following circumstances:
1. The after-sales service application exceeds the 14-day period after receipt.
2. Requesting a refund or exchange on the grounds of natural cotton defects, color variation, or minor dimensional or weight discrepancies.
3. The crystal may exhibit signs of physical damage (such as dents, fractures), breakage, immersion, or wear from prolonged use.
4. The buyer refuses to pay destination tariffs or accept the package, resulting in its destruction or return by customs.
5. The page marks products as special offers or clearance items that cannot be returned or exchanged.
6. Cannot provide a complete unboxing video, claiming the item was damaged during transportation.