Refund policy

30-day returns

If you're not happy with your order, you can return it within 30 days of delivery.

To be eligible for a return, the item must be unused and undamaged, and it must come back in its original packaging with all included parts and accessories.

How to start a return

Please contact us first at hello@crystalyve.com with your order number. We'll reply with return instructions and the address to send your item to. Please don't send items back without contacting us first, since packages sent without instructions may not reach us.

Return shipping

For change-of-mind returns, return shipping is paid by the customer. Original shipping charges are generally non-refundable.

Refunds

If your return meets the conditions above, we'll refund the item price to your original payment method within 5 business days after we receive and inspect it. How long the refund takes to show up in your account depends on your bank or payment provider.

Damaged or broken items

If your item arrives broken or damaged, we'll make it right at no cost to you. Please contact us with photos of the damage within 7 days of delivery. In most cases, you won't need to send the item back. Once we've reviewed your photos, we'll send you a free replacement or give you a refund, whichever you prefer. This doesn't limit any rights you have under applicable law.

Lost packages

If your order hasn't arrived by the end of the estimated delivery window, please contact us. We'll look into it with the carrier first. If the package is confirmed lost, we'll send you a free replacement or issue a full refund.