Return and Refund Policy Page
At CRYSTAL LADY, we strive to ensure your complete satisfaction with the skincare and beauty products you purchase from us. If you are not satisfied with a product for any reason, please read our return and exchange policy carefully.
1. General Conditions for Returns and Exchanges
To ensure your return or exchange request is accepted, the following conditions must be met:
- Timeframe: The return or exchange request must be made within a maximum of 7 days from the date of product receipt.
- Original Product Condition: The product must be in its original condition, unused, unopened, undamaged, and inside its original sealed packaging.
- Proof of Purchase: The original purchase invoice or proof of purchase (such as the order number) must be provided when requesting a return or exchange.
2. Steps to Request a Return or Exchange
To submit a return or exchange request, please follow these steps:
- Contact Us: Send an email to Support@cryslady.com or call us at +963 930 682 069 within the specified timeframe.
- Provide Information: Please provide your order number, the name of the product you wish to return or exchange, and the reason for the return/exchange request (e.g., damaged product, wrong product, change of mind).
- Request Review: Our customer service team will review your request and ensure it meets the conditions.
- Shipping Instructions: If your request is approved, we will provide you with instructions on how to ship the product back to us.
- Please ensure the product is carefully packaged to avoid any damage during shipping.
3. Shipping Costs for Returns and Exchanges
- In case of a manufacturing defect or wrong product: We will cover all return and exchange shipping costs.
- In case of a customer's change of mind or disinterest in the product: The customer will bear the return shipping costs, and additional shipping fees may be deducted if an exchange is requested (you will be informed of these fees in advance).
4. Refund Process
- Once we receive the returned product and inspect it to ensure it meets the conditions, we will process the refund request.
- The refund will be issued to the original payment method (e.g., to your credit card or e-wallet account or cash).
- It may take between 5-10 business days for the refunded amount.
- Original shipping fees will be refunded in case of a manufacturing defect or an error on our part.
5. Exchange Process
- If you choose to exchange a product, the replacement product will be shipped to you after we receive and verify the condition of the original product.
- If there is a price difference between the products, you will be informed on how to pay the difference or receive a refund for the excess amount.
- The exchange process is subject to the availability of the requested product in stock.
6. Special Cases
- Products Damaged During Shipping: If you receive a product damaged during shipping, please contact us immediately within 24 hours of receiving the order, attaching clear photos of the damage and the shipping packaging.
- Missing or Wrong Products: In case you receive a wrong product or there's a shortage of products, please notify us immediately to arrange corrective actions.
Contact Us
If you have any questions or inquiries about our return and exchange policy, please do not hesitate to contact our customer service team:
- Email: Support@cryslady.com
- Phone & WhatsApp: +963 930 682 069 During business hours: 10 AM – 7 PM.
- Through the contact form on our Contact Us page.
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