Refund policy

Return & Refund Policy – Whispercrystal

Effective Date: July 4, 2026

1. Return Eligibility & Time Window

We offer a 14-day return window counting from the day you receive your crystal jewelry order.

To qualify for a return due to personal preference (change of mind, style mismatch, size unsuitable):
  • All crystals, pendants, bracelets, earrings and gift sets must be unworn, unused, scratch-free and intact
  • Original gift box, velvet pouch, protective foam, tags and all accessories must be fully included
  • No scratches, chips, cracks, discoloration or wear marks caused by wearing, collision, water or chemical contact
  • You must submit a return request via our official support email within 14 calendar days upon delivery
  • Valid order number is required for all return applications

2. Non-Returnable Items (Final Sale)

The below items cannot be returned, exchanged or refunded unless defective upon arrival:
  1. Custom engraved, personalized crystal jewelry
  2. Clearance, flash sale & marked “Final Sale” products
  3. Earrings (hygiene protection policy)
  4. Gift cards, digital discount vouchers
  5. Items damaged by customer misuse, improper storage, collision, chemical erosion, water soaking or accidental breakage after receipt
  6. Returns submitted after the 14-day valid window without prior team approval

3. Natural Crystal Feature Disclaimer

All our crystals & gemstones are natural raw stones with unique textures. Minor differences in color shade, internal mineral veins, tiny natural inclusions and slight size deviation are not regarded as defects and do not support free return or compensation.

Please check product photos & descriptions carefully before checkout.

4. Shipping Cost Rules

Case A: Personal Reason Return (dislike, wrong size, not matching expectation)

  • Buyer covers full international return shipping fee & tracking insurance
  • Original outbound shipping fee is non-refundable
  • A 15% restocking fee will be deducted from your total refund amount to cover inspection, packaging and restorage cost
  • We recommend using trackable registered mail for return shipments; we are not responsible for lost returned parcels without tracking numbers

Case B: Damaged, Defective or Wrong Item Shipped (Our Mistake)

  1. Contact support within 48 hours after receiving the package
  2. Provide complete unboxing photos/videos, order number and product damage proof
  3. After verification, we will offer three solutions for your choice:
    • Free replacement with complimentary reshipping
    • Full refund including original delivery charge
    • Store credit with extra bonus
  4. We will cover all return shipping fees for quality/wrong-item issues

5. Return Process Step-by-Step

  1. Send an email to crystalwhisperus@outlook.com with subject: Return Request + Your Order Number
  2. State return reason and attach clear photos of intact products & full original packaging
  3. Our customer service will reply within 2–3 business days and send official return warehouse address & packing guidelines
  4. Securely repack items with full original accessories, send via trackable courier and share tracking number to us
  5. Once we receive and inspect your returned package, we will send an inspection notification email
  6. Approved refunds will be issued to your original payment account within 5–10 working days. The actual arrival time depends on bank or payment platform processing speed

6. Exchange Service

We support one-time exchange for standard crystal collections within the 14-day window:
  • Buyer bears return & reship international shipping fees for preference exchanges
  • Defective/wrong-item exchanges are fully covered by our store

7. Cancellation Policy

Orders can be fully canceled free of charge only before shipment is arranged.

Once the parcel is dispatched, cancellation will be treated as a personal return and subject to restocking & return shipping rules above.

8. Contact Us

Support Email: crystalwhisperus@outlook.com

Working Hours: Mon–Fri, 9:00–18:00 UTC+8