Refund Policy

At ICRYSTAL, every crystal is hand-picked, thoughtfully crafted, and infused with intention. While we hope every piece speaks to you deeply, we understand that sometimes, things may not align perfectly. Here’s everything you need to know should you wish to request a return or exchange.

 

Return Eligibility

You may request a return within 7 days of receiving your order. Terms and conditions apply, and returns must be approved by our customer service team in advance.

 

1. Change of Heart Returns

 

We accept returns due to personal preferences (e.g., color variation, feel, sizing misjudgment, or simply a change of mind), but kindly note:

• Items must be returned in original, unused condition: unwashed, undamaged, free of stains, perfumes, or signs of wear.
• All return shipping fees are the customer’s responsibility.
• Items that do not meet the above requirements will not be eligible for return.

 

✨ Note: As our crystals are naturally formed, subtle variations are to be expected and celebrated—not considered flaws.

 

2. Natural Characteristics of Crystals

 

Our products are made from genuine crystals and minerals, which may naturally include lines, inclusions, pits, colour bands, or dark spots. These are not defects, but rather part of the crystal’s authenticity and beauty.

Returns based on these natural attributes are not accepted.

 

3. Product Faults or Damages

 

We take great pride in the craftsmanship and care that goes into each ICRYSTAL piece. However, if your item arrives damaged or with a manufacturing defect, please follow the steps below:

1. Record an unboxing video upon receiving your parcel to serve as proof of condition at arrival.
2. Email us at icrystal.asia@gmail.com with:
   • Your order number
   • Clear photos of the issue
   • The unboxing video (this is required for claims involving damage in transit)
3. Our team will review your request. If the product is confirmed to be faulty or damaged:
   • We will offer a replacement or solution at no extra cost
   • Postage for the return and replacement will be fully covered by ICRYSTAL

 

⚠️ Returns without an unboxing video may not be eligible for claims involving transit damage.

 

4. Exchange Options

Love something else more? You’re welcome to exchange for another item of:

• Equal or greater value (customer will cover any price difference).
• Once confirmed, we’ll dispatch your new selection within 3 – 4 working days.

 

How to Initiate a Return

Simply follow these easy steps:

1. Email icrystal.asia@gmail.com with your order number and reason for return.
2. Carefully repackage the item(s) in the original or secure alternative packaging.
3. Affix the return label (provided upon approval) to your parcel.

 

📦 Need help? If you haven’t received a confirmation within 7 days of sending your return, reach out to us at +6017-9984885 (10:30am–6:30pm, Monday to Friday).