Refund policy

At Crystella Cove, customer satisfaction is our priority. We take great care in ensuring that every product meets our quality standards. Please read our Return & Refund Policy carefully before making a purchase.

Return Eligibility

We accept return requests only under the following circumstances:

You received a damaged product.
You received the wrong item.
The product is defective upon arrival.
The product received is significantly different from the item ordered.

To be eligible for a return:

The request must be made within 24 hours of delivery.
The product must be unused and in its original condition.
Original packaging, tags, certificates, and accessories (if applicable) must be included.
Proof of purchase is required.
To be eligible for a return, you must provide a complete unboxing video clearly showing the package being opened and the product inside.

Non-Returnable Items

For hygiene, spiritual, and product integrity reasons, the following items are generally not eligible for return:

Used or worn products
Customized or personalized items
Special-order products
Gift cards
Products damaged due to misuse or improper handling
Clearance or sale items (unless damaged or defective)

How to Request a Return

To initiate a return:

1. Email us at crystellacove111@gmail.com

2. Include:

o Order Number

o Product Name

o Reason for Return

o Photos or videos showing the issue

Our team will review your request and respond within 2–3 business days.

Return Approval Process

Once your return request is approved:

Return instructions will be provided.
The item must be shipped back within the timeframe specified by our support team.
Unauthorized returns may not be accepted.

Refund Policy

After receiving and inspecting the returned item:

Approved refunds will be processed to the original payment method.
Refunds are typically issued within 5–10 business days after inspection and approval.
Processing times may vary depending on your bank or payment provider.

Damaged or Incorrect Products

If you receive a damaged, defective, or incorrect item:

Notify us within 24 hours of delivery.
Share clear photographs and an unboxing video (Mandatory)
We will review the issue and arrange a exchange or refund where appropriate.

Order Cancellation

Before Shipment

Orders may be cancelled before dispatch for a full refund.

After Shipment

Once an order has been shipped, it cannot be cancelled. Customers may follow the return process if eligible.

Shipping Charges

Original shipping charges are generally non-refundable unless the return is due to our error.
Return shipping costs may be borne by the customer unless the item is damaged, defective, or incorrect.

Refund Exceptions

Refunds may be denied if: