Refund policy

We want you to feel confident about your purchase from Krysora Crystals. If something is genuinely wrong with your piece, here is exactly how we handle returns, refunds, and replacements.

Key Return Policy Summary:
• Return Request Window: 7 days from the confirmed carrier delivery date.
• Restocking Fee: $0.00 (No restocking fees will ever be charged).
• Return Shipping Cost: Free for defective, damaged, or incorrect items (we provide a prepaid return label).
• Change of Mind / Preference: Not eligible for return or refund.
• Refund Processing Time: Processed within 10 business days of approval to your original payment method.

1. Return Request Window

You may request a return or refund within 7 days of the carrier delivery date (the date tracking indicates delivered). Because our pieces are handcrafted from authentic natural crystals, prompt inspection upon arrival is required. If tracking indicates delivered but you have not received your parcel, please contact us within 14 days under section 8 (Lost or Missing Shipments).

2. What Is Covered vs. What Is Not Covered

Covered Issues (Our Responsibility):

  • Item arrives broken, cracked, chipped, or with missing beads upon delivery.
  • Defective, malfunctioning, or unstrung elastic cord or metal findings upon arrival.
  • Incorrect item, color variant, or size received compared to your confirmed order.
  • Parcels confirmed lost in transit by the carrier.

Not Covered (Non-Defect & Non-Refundable Issues):

  • Change of Mind: We do not accept returns or offer refunds if you change your mind or decide you simply no longer want the item after delivery.
  • Personal Preference & Sizing: Natural stone size, weight, or fit preference where the item matches the stated product description and ordered size.
  • Natural Mineral Variations: Color depth, tone, pattern, crystal inclusions, and natural internal fissures. Every genuine natural stone is inherently unique; these natural mineral characteristics are not product defects.
  • Post-Delivery Wear & Damage: Normal wear and tear, stretching of the elastic cord over extended use, or damage caused by accidents, water exposure, perfumes, cosmetics, or improper storage after delivery.

3. How to Request a Return

To request a return for a covered issue within your 7-day window, please follow these steps:

  1. Email our support team at support@krysoracrystals.com with your order number, a concise description of the issue, and clear photos or a short video demonstrating the defect or damage.
  2. Our customer support team will review your submission and respond within 2 business days.
  3. Customer Service Resolution & Returnless Options: To spare our customers the inconvenience and delays of international return shipping, our customer support team may, upon verifying your evidence and by mutual agreement, offer an immediate free replacement shipment or a direct refund without requiring you to ship the physical item back.
  4. If a physical return is determined necessary, we will provide you with a prepaid return shipping label and the authorized return warehouse address via email.

Important Notice Regarding Return Address:
Please DO NOT ship your package back to the original address printed on the parcel shipping label. Parcels sent back without prior return authorization or sent to unverified addresses cannot be accepted or processed. All authorized returns must be sent strictly to the specific warehouse address provided in our return authorization email.

4. Fees and Return Shipping

  • Restocking Fee: We charge $0.00 restocking fee. Customers will never be assessed restocking, processing, or restocking administrative fees.
  • Return Shipping: For covered items (defective, damaged, or incorrect goods), we cover 100% of the return shipping cost and will provide a prepaid return label.

5. Refund Method and Timeframe

For approved refunds, payments are returned to your original payment method (Credit Card, PayPal, Apple Pay, or Google Pay) within 10 business days after approval or receipt and inspection of the returned merchandise. Please note that card-issuing banks may take an additional 3 to 5 business days to post the credit to your statement. All refunds are issued in U.S. Dollars (USD).

6. Exchanges and Replacements

If you received a defective or incorrect item and prefer a replacement rather than a refund, let us know during your initial email. Once approved, we will dispatch a brand-new replacement piece at zero cost to you with fresh tracking information.

7. Order Cancellations

You may cancel an order free of charge at any time prior to shipment by contacting support@krysoracrystals.com. Once an order has been dispatched and handed over to the shipping carrier, it cannot be canceled in transit, but remains fully protected by our delivery guarantee upon arrival.

8. Lost or Missing Shipments

If tracking has shown no movement for more than 10 business days, or tracking shows delivered but you have not received it, please contact us within 14 days. We will immediately open a trace with the shipping carrier. Upon carrier confirmation of loss, we will dispatch a free replacement or provide a 100% full refund at your choice.

9. Contact Us for Return Assistance

If you have questions about our Refund & Return Policy or need assistance with an existing order, please contact us:

Store Name: Krysora Crystals
Legal Entity: Anhui Jingzhen International Trade Co., Ltd.
Registered Address: No. 1155, Commercial Unit, Carrefour Times Plaza, Chaoyang Sub-district, Tianjia'an District, Huainan City, Anhui Province, 232000, People's Republic of China
Email: support@krysoracrystals.com
Phone: +86 17301766318
Customer Service Hours: Monday – Friday, 9:00 AM – 6:00 PM (UTC+8)