Refund policy

Return and Refund Policy for Custom Crystal Products

This policy applies to all custom crystal products sold in our store. As personalized made-to-order items, they differ from standard finished goods and are subject to a dedicated after-sales policy. All return, exchange, and refund matters shall be governed by this policy.

1. Basic Return Instructions (Non-Refundable)

Our standard after-sales period is 30 days after delivery. Within 30 days of receiving your order, you may apply for after-sales verification for eligible items. However, all custom crystal products are non-refundable in any form once produced, shipped, or delivered.
To submit an after-sales request, the item must remain in its original condition as received: unused, unworn, undamaged, with all product tags and original packaging intact. You are also required to provide proof of purchase, such as an order screenshot.
To apply for after-sales service, you may contact us by phone at: +86 13538913809. All returned items must be sent to the following address:

[Insert Return Address]
After your request is approved, we will send you a return shipping label with instructions on how and where to send the package. Items returned without prior return request will not be accepted.
You may contact us at any time with questions regarding returns at:

2416676005@caelum-oro.com

2. Damages and Issues

Please inspect your order immediately upon receipt. If the item is defective, damaged, or incorrect upon delivery, please contact us right away so we may assess and resolve the issue.
For confirmed cases of damage, defects, or incorrect items, we offer:
  • Free rework
  • Free replacement
  • Artisan repair services
No refunds will be provided.

3. Exceptions / Non-Returnable Items (Core Rule)

Certain items are non-returnable, including custom crystal products, which are personalized made-to-order goods and cannot be resold after production. All custom crystal items are non-returnable and non-refundable under any circumstances.
The following categories are also non-returnable:
  • Perishable goods (e.g., food, flowers, plants)
  • Custom or personalized products (e.g., special orders, engraved items)
  • Personal care products (e.g., beauty items)
  • Hazardous materials, flammable liquids or gases
  • Discounted or sale items
  • Gift cards
If you have any questions or concerns about your specific item, please contact us.

4. Exchanges

The fastest way to ensure you receive the desired item is to return the eligible product (subject to the above conditions) and place a new order for the custom item you want. Refunds are not available, so exchanges are processed via new orders only.

5. EU 14-Day Cooling-Off Period

Notwithstanding the above, if the goods are being shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason. However, custom personalized crystal products are excluded from this rule and are not eligible for return or refund under the 14-day cooling-off period.
If your custom crystal arrives damaged, defective, or incorrect, please contact us with proof. We will offer repair or replacement services, but no refunds or order cancellations will be processed. All inspection requirements (original condition, tags, packaging, proof of purchase) still apply.

6. Refunds

No refunds will be issued for any custom crystal products.
We will notify you once we have received and inspected your returned item and inform you whether your request has been approved. Even if your request is accepted for damage or defects, we will not issue a cash refund. Instead, you will receive free repair, rework, or replacement services.
If you have not received your replacement or service confirmation more than 15 business days after your request is approved, please contact us at:

2416676005@caelum-oro.com