Refund policy

 

Refund & Return Policy

Last Updated: August 2026

At Crystallode, we aim to provide accurate product information, reliable international service, and transparent purchasing terms. This Refund and Return Policy explains the conditions and procedures for returns, refunds, exchanges, and order-related claims.

This policy applies together with any mandatory consumer protection rights that may apply in your country or region. Nothing in this policy limits rights that cannot legally be excluded.

1. Scope of This Policy

This policy applies to purchases made through the Crystallode website, including:

  • Natural crystals and minerals;
  • Crystal jewelry and accessories;
  • Decorative crystal products;
  • Wholesale orders;
  • Custom-made or made-to-order products;
  • Products purchased through our sourcing and procurement services.

Different rules may apply depending on whether you purchase as:

  • A consumer for personal use; or
  • A business customer purchasing for resale, production, or commercial purposes.

2. Consumer Legal Rights

If you are a consumer, you may have legal rights under applicable consumer protection laws, including rights relating to defective products, incorrect products, and contract cancellation.

For customers located in regions with mandatory consumer withdrawal rights, such as the European Economic Area (EEA), eligible consumers may have the right to cancel an online purchase within the legally required period after receiving the goods.

These rights apply only where required by applicable law and do not apply to products that are legally excluded from withdrawal rights, including certain customized or personalized products.

3. Natural Crystal Product Notice

Crystallode products are made from natural minerals and gemstones.

Because natural crystals are formed by geological processes, each piece may naturally vary in:

  • Color;
  • Shade;
  • Crystal structure;
  • Patterns;
  • Inclusions;
  • Surface characteristics;
  • Shape;
  • Weight;
  • Size.

These natural characteristics are not considered defects when they are within reasonable expectations for natural mineral products or within the specifications agreed for the order.

Product photos are representative examples. Actual products may differ slightly from images due to natural variation and screen display differences.

However, if a product is materially different from the agreed description, specifications, or order confirmation, customers may contact us for review.

4. Eligible Returns

A return request may be accepted when:

  • The wrong product was shipped;
  • The quantity received is incorrect;
  • The product has a manufacturing defect;
  • The product was damaged during transportation;
  • The product does not materially match the agreed specifications.

Customers must contact Crystallode before returning any product.

Unauthorized returns may not be accepted.

5. Return Request Requirements

To request a return or claim, customers should provide:

  • Order number;
  • Customer name;
  • Description of the issue;
  • Clear photos of the product;
  • Photos of packaging and shipping labels where applicable;
  • Any supporting evidence related to the claim.

For damaged shipments, customers should retain all packaging materials until the claim process is completed.

6. Non-Returnable Products

Unless required by applicable law, returns may not be accepted for:

  • Customized products;
  • Personalized products;
  • Products manufactured according to customer specifications;
  • Products that have been altered, used, damaged, or modified after delivery;
  • Products purchased for commercial purposes where the buyer has approved specifications before production or shipment.

7. Wholesale and Business Orders

Wholesale and commercial orders are handled differently from consumer purchases.

Before production or shipment, business customers may confirm:

  • Product specifications;
  • Quantity;
  • Quality requirements;
  • Packaging requirements;
  • Photos, samples, or inspection results where applicable.

Once production or shipment has started based on approved specifications, cancellation or return requests may not be accepted unless there is a material failure to meet the agreed requirements.

Business customers should inspect goods promptly after delivery and notify Crystallode of any issues within a reasonable period.

8. Custom and Made-to-Order Products

Custom products are produced according to customer requirements.

Before production begins, customers are responsible for confirming:

  • Design;
  • Size;
  • Quantity;
  • Material requirements;
  • Finishing details;
  • Packaging requirements.

Because customized products are prepared specifically for the customer, they generally cannot be cancelled or returned after production has started unless required by applicable law or due to a confirmed manufacturing error.

9. Damaged, Incorrect, or Missing Items

If your order arrives damaged, incomplete, or incorrect, please contact us as soon as possible after delivery.

We may request:

  • Photos;
  • Videos;
  • Shipping documents;
  • Packaging evidence;
  • Other information reasonably required to investigate the issue.

After review, we may provide:

  • Replacement products;
  • Partial refund;
  • Full refund;
  • Other appropriate solutions depending on the circumstances.

10. Return Shipping Costs

Return shipping responsibility depends on the reason for return:

Customer preference or change of mind:

The customer may be responsible for return shipping costs where permitted by applicable law.

Incorrect, defective, or damaged products:

Crystallode will review responsibility based on the circumstances and applicable legal requirements.

For international returns, customers should not ship goods back without receiving return instructions.

11. Refund Process

Approved refunds will be processed after:

  • Returned products are received and inspected; or
  • The claim has been verified through appropriate evidence.

Refunds will normally be issued using the original payment method.

Processing times may vary depending on:

  • Payment providers;
  • Banks;
  • Currency conversion;
  • International transaction processing.

12. Original Shipping Charges

Shipping charges are handled according to the circumstances of each return.

Where required by applicable consumer protection laws, eligible shipping charges may be refunded.

Additional shipping costs caused by customer-selected upgrades, special services, customs issues, incorrect addresses, or refusal to accept delivery may not be refundable.

13. Customs Duties, Taxes, and Import Charges

For international orders, customers may be responsible for customs duties, import taxes, brokerage fees, or other government charges unless the order confirmation specifically states that these costs are included.

Customs-related charges paid by customers are generally outside the product refund amount unless required by applicable law.

14. Order Cancellation Before Shipment

Customers may request cancellation before an order enters processing or production.

Cancellation approval depends on:

  • Order status;
  • Product availability;
  • Whether production has started;
  • Whether goods have been shipped.

Orders that have already entered production, customization, packaging, or shipment preparation may not be cancelled.

15. Fraudulent Claims and Abuse Prevention

Crystallode reserves the right to investigate unusual claims, repeated abuse of return procedures, fraudulent payment disputes, or misleading information.

This does not affect legitimate consumer rights.

16. Contact

For return, refund, or order-related requests, please contact us through the official contact information provided on our website.