Refund policy

Effective Date: January 1, 2022

At Crystalio, we want every customer to shop with complete confidence. If your purchase does not meet your expectations, we are committed to making the return process simple, transparent, and hassle-free.

Please read this Return & Refund Policy carefully before requesting a return.

1. 30-Day Return Guarantee

We proudly offer a 30-day return and refund policy on eligible products.

You may request a return within 30 calendar days from the date your order is delivered.

2. Eligible Returns

Items may be returned if they are:

  • Received damaged
  • Defective upon arrival
  • Incorrect item received
  • Missing items from the order
  • No longer wanted and remain unused in original condition

Returned items should be in their original packaging whenever possible.

3. Free Returns

Crystalio provides free returns for eligible orders approved through our customer support team.

Please contact us before returning any product so we can provide the correct return instructions.

Unauthorized returns may experience delays in processing.

4. Non-Returnable Items

For hygiene, safety, or customization reasons, certain products may not be eligible for return, including:

  • Personalized or custom-made items
  • Gift cards
  • Products intentionally damaged after delivery
  • Items showing significant signs of misuse

5. Damaged or Incorrect Orders

If your package arrives damaged or you receive the wrong item, please contact us within 7 days after delivery.

To speed up the process, include:

  • Order number
  • Photos of the item
  • Photos of the packaging
  • Brief explanation of the issue

We will evaluate the situation and provide an appropriate solution, which may include a replacement or full refund.

6. Refund Process

Once your returned item has been received and inspected, we will notify you regarding the approval of your refund.

Approved refunds will be issued to your original payment method.

Most refunds are processed within 5–10 business days, although processing times may vary depending on your payment provider.

7. Late or Missing Refunds

If you have not received your refund after the expected processing period:

  • Check your bank account.
  • Contact your payment provider.
  • Contact your credit card company.

If you still need assistance, please reach out to us at support@crystalio.shop.

8. Exchanges

If you received a defective or damaged product, we may offer a replacement when inventory is available.

If the item is unavailable, we will provide a suitable alternative solution, including a refund if appropriate.

9. Order Cancellation

Orders may be cancelled before they have entered processing or shipment.

Once an order has been shipped, it can no longer be cancelled but may still qualify under our return policy after delivery.

10. Contact Us

If you have questions regarding returns or refunds, please contact:

Crystalio

Email: support@crystalio.shop

Phone: +1 (778) 676-5785

Address: 1280 Glenmore Dr, Kelowna, BC V1Y 4P3, Canada

We are committed to making every shopping experience as smooth and worry-free as possible.