Return & Refund Policy

At Crystal Commerce, we always strive to provide the best possible online shopping experience for our customers. However, we understand that sometimes issues may arise. To handle such situations, we have established the following return and cancellation policies.

Customers wishing to return a product must first submit a Return Merchandise Authorization (RMA) request and agree to the terms outlined below.

Please note that RMA requests must be submitted within two (2) days of receiving the product.

Cancellation Policy

Customers may cancel their order before the item has been dispatched by contacting us via email and providing the order reference number or purchase order (PO) number. If the order is cancelled before dispatch, no cancellation fee will be charged.

If the order has already been shipped, a 30% restocking fee will apply for cancelled orders.

If the order has already been delivered and the customer decides to cancel, we recommend not opening the package and arranging for the product to be returned within 30 working days.

All returned items must meet the following conditions:

  • The product must be unused and in original condition

  • All labels, tags, and seals must remain intact

  • The original packaging must remain unopened

  • The product must be returned in resalable condition

Return Shipping Responsibility

Customers are responsible for arranging the return shipment and covering the return shipping costs. Customers should also ensure that the returned items are properly insured during transit, as Crystal Commerce will not be responsible for products lost or damaged during return shipping.

All returned items must include any accessories, manuals, packaging materials, and other components that were originally included.

Non-Cancelable & Non-Returnable Orders

Orders that are shipped directly by the manufacturer or supplier may be considered non-cancelable and non-returnable.

Non-Faulty Returns

If a customer wishes to return a product that is not defective, the return may be accepted only with prior written approval from Crystal Commerce.

Conditions for non-faulty returns:

  • The item must be returned within 30 working days

  • The product must be unused, unopened, and in original condition

  • The manufacturer’s seal must remain intact

  • The item must be in resalable condition

A 30% restocking fee will apply to all non-faulty returned items unless the product supplied was incorrect.

If an item was shipped incorrectly by Crystal Commerce, the item must still be returned in its original condition, otherwise a 30% restocking fee may apply.

Original Condition Requirement

All items must be returned in their original packaging and condition, including:

  • Warranty documents

  • Manuals

  • Software

  • Accessories

  • Original packaging materials

Products should be repackaged exactly as they were originally received.

Defective Products

If a product has a material defect or damage, please contact our customer support team to request an RMA number and return instructions.

Products returned without following the correct RMA process may not be eligible for warranty coverage.

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