Crystal Glamm – Refund and Returns Policy

At Crystal Glamm, we want you to love your purchase. However, we understand that sometimes things may not work out. This Refund and Returns Policy outlines how you can return or exchange your items, request a refund, and what to do if your jewelry is damaged or defective.

Last Updated: November 19, 2024

1. General Return and Exchange Policy

  • Return Eligibility: We accept returns and exchanges within 14 days of receiving your order.
  • To be eligible for a return or exchange, your item must meet the following criteria:
    • The jewelry is unused, unworn, and in original condition.
    • The item must have all tags, packaging, and certificates (if applicable).
    • The return or exchange request must be made within 14 days from the delivery date.
    • Personalized or custom-made jewelry is non-returnable and non-refundable, unless the item is defective or damaged during shipping.

2. How to Initiate a Return or Exchange

To return or exchange an item, please follow these steps:

  1. Contact Us: Reach out to our customer service team at info@crystalglamm.com within 14 days of receiving your order. Include the following details:

    • Your order number.
    • The item you wish to return or exchange.
    • Reason for the return or exchange.

  2. Return Merchandise Authorization (RMA): Once we receive your request, we will provide you with a Return Merchandise Authorization (RMA) number and detailed return instructions.

  3. Return the Item: Carefully pack the item(s) in the original packaging, along with any tags, certificates, and documentation. Please write the RMA number on the outside of the package.

  4. Shipping: Customers are responsible for return shipping costs, unless the item is defective or the return is due to a shipping error on our part. We recommend using a trackable shipping method to ensure your return is safely delivered.

  5. Processing the Return: Once we receive and inspect your returned item(s), we will process your refund or exchange. Refunds will be issued to the original payment method used at checkout.

3. Refund Policy

  • Refund Method: If you are eligible for a refund, the amount will be credited to your original payment method. Please note that the original shipping fees are non-refundable unless the return is due to an error on our part or a defective item.

  • Processing Time: Once your return is received and inspected, refunds will be processed within 7-10 business days. Depending on your bank or payment provider, it may take 5-10 business days for the refund to appear on your account.

  • Non-Refundable Items:

    • Customized or personalized jewelry (unless defective).
    • Sale or clearance items (unless defective).
    • Gift cards or certificates.

4. Exchanges

  • Exchange Policy: If you wish to exchange an item for a different size, color, or style, you can do so within 14 days of receiving your order. The exchange is subject to availability. If the exchange item costs more, you will be required to pay the price difference. If the exchange item costs less, you will receive store credit or a partial refund.

  • Return Shipping for Exchanges: You are responsible for the return shipping costs for exchanges unless the exchange is due to a defective item or shipping error.

5. Damaged or Defective Items

If you receive an item that is damaged or defective, please contact us immediately at info@crystalglamm.com. We will ask you to provide photos of the damage or defect.

  • Resolution Options: For defective or damaged items, we will offer you the option of:

    • A full refund.
    • A replacement item, if available.
    • Store credit, if preferred.

  • Return Shipping for Defective Items: If the item is defective or damaged during shipping, Crystal Glamm will cover the cost of return shipping. You will not be responsible for return shipping fees in these cases.

6. Shipping Fees

  • Non-Refundable Shipping Costs: Shipping fees are non-refundable unless the return is due to a defect or error on our part.

  • Return Shipping Costs: Customers are responsible for the return shipping costs unless the return is due to defective merchandise, an error on our part, or a shipping mistake.

7. International Returns

  • International Orders: If you are located outside the United States, we accept returns under the same terms, but you are responsible for the return shipping costs. Return shipping fees will not be refunded unless the item is defective or there was an error in your order.

  • Customs Duties & Taxes: Any customs duties or taxes on international returns are the responsibility of the customer.

8. Exceptions to the Return Policy

The following items are non-returnable unless defective:

  • Customized or personalized items.
  • Sale or clearance items (unless defective).
  • Gift cards or certificates.

Please note that if an item is returned in a condition that does not meet our return policy (e.g., worn, damaged, missing parts), we may decline your return request or issue only a partial refund.

9. Contact Us

If you have any questions regarding our refund or return process, or if you need assistance with an exchange or return, please contact us at:

  • Email: info@crystalglamm.com
  • Phone: (845) 562-0288
  • Address: 32 Barton St Newburgh, New York(NY), 12550

Thank you for shopping with Crystal Glamm! We are committed to providing you with the highest-quality jewelry and excellent customer service.