Refund policy

Return & Refund Policy

At Crystal Gem, we take pride in the quality of our collections and aim to ensure you are completely satisfied with your purchase. If you are not entirely happy with your order, we are here to help.

15-Day Return Window

We offer a 15-day return policy, which means you have 15 days from the date of delivery to request a return.

Eligibility Criteria

To ensure a successful return, please confirm that your item meets the following requirements:

• Condition: The item must be in its original, pristine condition—unworn, unused, and undamaged.

• Packaging: All original tags and packaging must be intact and included.

• Proof of Purchase: A valid receipt or order number is required for all returns.

How to Initiate a Return

1. Contact Us: Reach out to our concierge team at info@crystalgem.lk to request a Return Authorization.

2. Shipment: Once your return is approved, we will provide a shipping label and detailed instructions on where to send your package.

3. Important: Please do not send items back to us without a prior return request, as unauthorized returns cannot be accepted.

Damages & Discrepancies

Upon receiving your order, please inspect it immediately. If the item is defective, damaged, or if you received the incorrect product, contact us at info@crystalgem.lk so we can prioritize and resolve the issue for you.

Non-Returnable Items & Exceptions

For safety, hygiene, and logistical reasons, the following items are final sale:

• Custom Products: Personalized items or special orders.

• Personal Care: Beauty and hygiene-sensitive products.

• Hazardous Materials: Flammable liquids or gases.

• Promotional Items: Returns are not accepted for sale items or gift cards.

Exchanges

The most efficient way to secure a different item is to return the original for a refund. Once the return is accepted, you may place a new order for the desired replacement.

Refunds

• Inspection: We will notify you once we have received and inspected your return to confirm if the refund has been approved.

• Approval: If approved, a credit will automatically be applied to your original payment method.

• Processing: Please note that banks and credit card companies typically require additional processing time (usually 5–10 business days) to post the refund to your account.

Contact Us

For any further inquiries regarding our policy, please contact our support team:

Email: info@crystalgem.lk

WhatsApp: +94 77 775 3254