Refund policy

Crysthall Refund & Return Policy

Last Updated: July 24, 2026

💎 Our Commitment

At Crysthall, we want every piece you purchase to accompany you on a meaningful journey. We understand that sometimes a piece may not be the right fit—so we've made our return and refund process clear and transparent.

We believe every natural crystal is one of a kind. That's why we invite you to carefully appreciate its texture, color, and energy upon arrival—and if it doesn't resonate with you, we're here to help.

1. Return Window

You have 15 days from the date you receive your package to request a return. Returns requested after 15 days will not be accepted.

Important Note: Natural crystals are formed by nature. Each piece has natural variations in color, texture, inclusions, and shape. These variations are part of each crystal's unique beauty and are not considered flaws. Please review product images and descriptions carefully before purchasing. If you have any questions, feel free to contact us anytime.

2. Return Eligibility

To be eligible for a return, your item must meet ALL of the following conditions:

• ✅ In original condition as received (unused, unworn, unaltered)

• ✅ In original packaging (including protective materials and branded box)

• ✅ Accompanied by proof of purchase (order number or receipt)

• ✅ Accompanied by a complete unboxing video

About the Unboxing Video Requirement:

An unboxing video is a mandatory requirement for all return requests. This protects both you and us by providing objective evidence of the item's condition upon arrival. The video must:

• Start recording before the package is opened

• Show the entire unboxing process

• Clearly show the inspection of the item

• Clearly show all sides of the item

Return requests submitted without a valid unboxing video cannot be processed.

3. Non-Returnable Items

The following items cannot be returned:

• ❌ Custom or personalized orders (pieces made specifically to your specifications)

• ❌ Sale or clearance items (purchased at a discounted price)

• ❌ Gift cards

• ❌ Any item that has been used, worn, or unsealed (unless defective, with valid unboxing video as proof)

If you're unsure whether your item qualifies, please contact us before purchasing.

4. How to Initiate a Return

Step 1: Email us at ftrise0@gmail.com with the subject line "Return Request" and provide the following information:

• Order number

• Product name(s) you wish to return

• Reason for return

• Complete unboxing video (mandatory)

• (If damaged) Clear photos of the damaged area

Step 2: Our customer support team will review your request within 1-2 business days and confirm whether your return is approved.

Step 3: Once approved, we will provide the return address and detailed instructions. Ship the item back to us using a trackable shipping method. We recommend purchasing shipping insurance, as items damaged in transit on the return journey are your responsibility.

Step 4: Once we receive and inspect your return, we will process your refund or exchange within 5-7 business days.

5. Return Shipping Costs

Please note: Original shipping charges are non-refundable.

6. Refunds

Once we receive and inspect your return:

• ✅ If eligible, we will issue a full refund to your original payment method

• ⏱ Refund processing time: 5-7 business days after we receive the return

• 📧 You will receive an email notification once the refund is complete

• 💳 Please allow 3-10 business days for the refund to appear on your bank or credit card statement

7. Exchanges

If you'd like to exchange for a different item:

• The fastest way is to return the original item (following the process above) and place a new order for the item you want

• If you prefer a direct exchange, please indicate this in your return request, and we'll process it once we receive your return

Please note: We do not accept exchanges for "change of mind" returns.

8. Damaged or Defective Items

Please inspect your order immediately upon arrival. If your item arrived damaged, defective, or you received the wrong item:

• 📧 Contact us within 7 days of delivery at ftrise0@gmail.com

• 📸 Provide a complete unboxing video (mandatory) and clear photos of the damaged area

• ✅ We will offer a refund or replacement and cover return shipping costs (with valid unboxing video proof)

9. Contact Us

If you have any questions about our Refund & Return Policy or need to initiate a return, please contact us:

Crysthall
Email: ftrise0@gmail.com
Website: ltrise.com
Return Address: No. 30 Jiefang Road, Jingcheng Town, Nanjing County, Fujian Province, China