Return & Refund Policy
Our return & exchange policy lasts until 5 calendar days from receiving the product. If 5 days have gone since you received your order, we shall not offer you a refund or exchange. To initiate your return & exchange please send us an email at firstname.lastname@example.org with your order receipt and details of products to be returned. Please also let us know the reason for the return. Your complaints will only be taken into consideration if contacted by email. (Whats-app / Phone Calls etc. will not be considered as complaint channels)
Before making any request for replacement or return kindly note that we shall process the request for replacement or return only under following circumstances:
- If the supplied product has a manufacturing defect.
- The product supplied is different from the product ordered.
- The product supplied must not have been used or worn out.
- The customer must return it in the same original packing in which it was received. Needless to mention that the original packing must not have been broken or soiled.
- The customer must supply the order receipt of the product.
Several types of goods are exempt from being returned. Health and personal care products like Rollers, GuaSha etc. cannot be returned.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Once the return is approved:
For Prepaid Orders your refund will be processed, and a credit will automatically be applied to your original method of payment like credit card, UPI, wallets etc. within 5-7 days after receiving the product back.
For COD Orders we offer refunds in the form of store credits only. The reason is that, the cash is not collected by us directly and the shipping company doesn’t provide an option to return the cash to the customer.
Shipping of Return Items
To Return your product, you must send your product to our office in Mumbai : 1st Floor, Arab Building, Office no 17, 7, Khemraj Srikrishna Das Marg, Grant Road, Girgaon, Mumbai – 400 004, Maharashtra, India. Only the amount equivalent to the value of the product returned shall be refunded. Transportation cost for return shall be borne by the customer. The customer shall pack the product with due care. In case the product received at the premises of the vendor is damaged or worn out, the customer shall not be eligible for refund.
Missing and Broken Items
Please take a video of unboxing in order for us to help you regarding any missing product. We are very thorough in our checking and packing procedures hence missing any item is highly unlikely. Our packing is very good so the breakage of items in transit is highly unlikely. However to back your claim and for us to send you a missing piece from your order we will require unboxing video. If the video of unboxing is not shared with us, you will not be eligible for refunds.
Cancellation of your order while in Transit
If you have placed an order and later changed your mind due to any reason and wish to cancel your order, please send us an email at email@example.com with your order id and details of products to be returned. Please also let us know the reason for cancellation.
If your order is not shipped from Crystal Divine, your full amount will be refunded and your order will be canceled. It usually takes 7-10 working days for the refund to reflect back into your account.
If your order is shipped from Crystal Divine, we will not be able to cancel your order from our end. In such cases where order is already in transit the only way to cancel the order is by refusing the delivery when the order reaches your address.
Once you refuse the delivery of your order the shipping partner will send the order back to us. Once we receive the order back, we will refund your amount deducting both ways shipping costs. This process may take 5-7 working days for returning the order and an additional 7-10 working days for your refund to reflect back into your account.
Order Shows Delivered But You Haven’t Received
If you get a message from our third party shipping company that the order is delivered but you haven’t yet received the order, immediately email us at firstname.lastname@example.org. Reach out to us within 24 hours of such incidents for us to escalate it to our shipping partners and resolve the issue. If 24 hours have passed and you are unable to reach out to us for any reason, we will not be responsible for resolving the issue and for your package being lost.
International ( Outside India )
If you are ordering from outside India please note we do not offer returns or refunds across borders due to different custom rules. To bring back the sent order requires a lot of declaration and paperwork. Please review your order carefully.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to 1st Floor, Arab Building, Office no 17, 7, Khemraj Srikrishna Das Marg, Grant Road, Girgaon, Mumbai – 400 004, Maharashtra, India.
Shipping charges will be applicable for pickup and delivery for exchange.
Payment Gateway charges, if applicable, will not be refunded. These are billed directly by the payment gateway and are not refunded. For Razor pay payment gateway, these are 2.36% for all payments using Indian debit/credit cards/Net Banking (except for American Express, which is 4.72%); and 3.54% for all payments from foreign cards; For Paypal, these are 5.19%. All aforementioned charges are inclusive of applicable GST (18%). We may change our policy at any given point in time without giving any notice. Please read it carefully before placing an order with us.