Politique de remboursement

We have a 20-day return policy, which means you have 15 days after receiving your item to request a return. 

You can submit product return request directly in your account at https://shopify.com/96893862201/account.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at carrier@crystalhola.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at carrier@crystalhola.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
Once we have received and checked your return, we will notify you and let you know if the refund has been approved.
If the returned item is damaged or lost on the way back to us, then the buyer is responsible for the loss.
If it is approved, you will automatically receive a refund in the form of your original payment. Please remember that it will also take some time for your bank or credit card company to process and post the refund.

European Union — 14-day cooling-off period

If you are located in the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification. To exercise this right, contact us at carrier@crystalhola.com within 14 days of delivery.

Items must be returned in the same condition as received, in original packaging. Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

Refunds will be processed within 14 days of receiving the returned item, via your original payment method.

Please note: As our crystals are natural minerals, variations in color, pattern, and texture are inherent characteristics and are not considered defects. However, this does not affect your right to return under EU law.