1. Our Promise

At Crystaluck, we are committed to being your trusted partner by delivering high-quality crystal healing and orgonite products with the service and convenience you deserve. Every piece is crafted with care, inspected before shipping, and backed by our satisfaction guarantee.

If you are not fully satisfied with your purchase, we are here to help you with an exchange or return.

2. Cancel an Order

Changed your mind? No worries.

• If you want to cancel your order, please email us as soon as possible before shipment at hello@crystaluck.com with the subject line “Cancel Order” and your order number.
• After review, we will refund the full amount — no questions asked.
• Unfortunately, orders cannot be cancelled once shipped. In this case, please follow the return process below.

3. Returns & Exchanges

Eligible for Return

• Items may be returned within 30 days of delivery for any reason, as long as the item is in its original condition and packaging — not artificially damaged or altered.
• If you received a damaged, defective, or incorrect item due to shipping or fulfillment, we will offer a full refund or replacement at no extra cost.
• For defective or damaged items, we may request a short video or photo as proof to process your claim quickly.

Not Eligible for Return

• Items returned after 30 days from delivery.
• Items that have been used, altered, or damaged by the customer.
• Gift cards.
• Sale or clearance items (unless defective or damaged upon arrival).

4. How to Request a Return

Follow these simple steps to initiate a return or exchange:

1. Contact us — Email hello@crystaluck.com with your order number and reason for the return.
2. Wait for confirmation — Our team will review your request and send you the return shipping address once approved.
3. Ship the item back — Pack the item securely in its original packaging and ship it to the address provided. Email us the tracking number once shipped.
4. Receive your refund — Once we receive and inspect the returned item, your refund will be processed within 5 business days.

5. Refunds

Once your return is received and inspected, we will send you an email notification confirming receipt of your returned item. We will also notify you of the approval or rejection of your refund.

• Approved refunds will be processed automatically to your original payment method within 5–7 business days.
• Shipping costs are non-refundable. If a refund is issued, the original shipping cost will not be included.
• Return shipping costs are the responsibility of the customer, unless the item was defective, damaged, or incorrect.

6. Late or Missing Refunds

If you haven’t received your refund within the expected timeframe, please follow these steps:

1. Check your bank account — Refunds may take a few days to appear after processing.
2. Contact your credit card company — There may be additional processing time before the refund is officially posted.
3. Contact your bank — Some banks have internal processing delays for posted refunds.
4. Still nothing? — If you’ve completed all the above steps and still haven’t received your refund, please contact us at hello@crystaluck.com and we’ll investigate immediately.

7. Exchanges

We only replace items if they are defective or damaged upon arrival. If you need to exchange an item for the same product:

1. Contact us at hello@crystaluck.com with your order number and a photo or video of the defective item.
2. Once approved, we will ship the replacement item after receiving your returned product.
3. Exchange processing time may vary depending on your location and product availability.

8. Return Shipping

• You are responsible for paying your own return shipping costs.
• If you are shipping an item valued at over $75, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item without tracking.
• We are not responsible for items lost during return transit.

9. Need Help?

Our customer service team is ready to assist you with any questions about returns, refunds, or exchanges.

We aim to resolve all return and refund inquiries as quickly as possible. Your satisfaction is our top priority.