Policy

Refund Policy

Last updated: October 11, 2026

You have 30 days after you receive an item to ask for a return. Contact us before you send anything back. A parcel returned without that request will not be accepted.

Who pays return shipping

• If the return is not caused by us, you pay the return shipping. This includes a change of mind and an order for the wrong item. We do not send a prepaid return label in these cases.
• If the product is damaged or defective, or if the item you received is not the product shown in the listing photos, we pay the return shipping.

Change-of-mind returns

To be eligible, the item must be unused, in the condition you received it, and in its original packaging, with your order number or other proof of purchase. Email info@crystalory.com or call +86 183 6065 6058 to start the return. If we accept it, we will tell you where to send the parcel and how to mark it. You arrange and pay that shipment.

Damage, defects, and items that do not match the photos

Inspect the order when it arrives and contact us as soon as you can. Send photos of the item and, if it helps explain the issue, of the packaging. We will review them and then replace the item, refund it, or tell you how to return it at our cost.

Crystals are natural. A small difference in color, markings, or size from the photograph can be normal for the stone. That kind of variation is not, by itself, a mismatch. If you received a different product from the one in the photos, we treat that as our responsibility and we pay the return shipping.

Returns we cannot accept

We cannot accept a change-of-mind return on a made-to-order or personalized item. Those items can still be returned at our cost if they arrive damaged, defective, or different from the product in the photos. Items that have been used, altered, or shipped back without the original packaging are not eligible for a change-of-mind return.

Exchanges

Send the item back under this policy. After we accept the return, place a separate order for the item you want.

Refunds

When we receive and inspect a return, we will tell you whether the refund is approved. If it is approved, we refund the original payment method. Your bank or card issuer may take additional time to show the credit.

Also see our Shipping Policy, Terms of Service, and Privacy Policy.