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Refund policy

Refund, Replacement & Return Policy

At CRYSTALUXE, we take great care in packing and dispatching every order. Please read our replacement, return, and refund policy carefully before placing your order.

1-Day Replacement Policy

We offer a 1-day replacement policy, which means you must raise your replacement request within 1 day (24 hours) of receiving your order.

Important Points

  • No returns or replacements will be accepted for size issues, personal preferences, or reasons related to the customer's individual expectations of the product. Product sizes and relevant details are mentioned on the respective product pages.

  • Replacements are processed only after verification and approval by our team.

  • A clear, continuous unboxing video is mandatory for claims relating to damaged, defective, missing, or incorrect products.

  • The unboxing video should clearly show the sealed package before opening, shipping label, complete unboxing process, and the issue with the product.

  • Requests raised after the 1-day period may not be accepted.

Eligible Cases for Replacement

Our 1-day replacement policy applies only in the following situations:

  • Wrong product received

  • Product received damaged

  • Product received with a manufacturing defect

For wrong, damaged, or defective product claims, the issue must be clearly visible in the unboxing video.

Cases Not Eligible for Replacement/Return

A replacement or return will not be accepted if:

  • The product has been used, worn, washed, altered, or damaged by the customer.

  • The product is not returned in its original condition.

  • Original packaging, box, certificates, inserts, freebies, accessories, or other items supplied with the order are missing.

  • The request is due to personal preference, change of mind, or similar reasons.

  • The customer contacts us after the applicable replacement period has expired.

  • There is no valid unboxing video for a claim involving damage, defect, missing items, or an incorrect product.

To qualify for an approved replacement, the product must be unused, unworn, and in the same condition in which it was delivered, along with its original packaging and accompanying items.

6-Month Color Fading Replacement Policy

Eligible CRYSTALUXE products are covered under our 6-month Color Fading Replacement Policy.

If your eligible product experiences abnormal color fading within 6 months of delivery, you may contact our team and share clear photographs/videos of the product for verification.

Once approved:

  • A one-time replacement of the eligible product will be provided.

  • The customer will only need to pay ₹100 towards Shipping & Handling.

  • The ₹100 Shipping & Handling charge must be prepaid. Cash on Delivery is not available for this fee.

  • Depending on the case, the customer may be asked to return the original product at their own shipping expense.

  • Products that are physically broken, damaged, scratched, mishandled, exposed to chemicals, or damaged due to improper usage are not covered under the Color Fading Replacement Policy.

The 6-month policy applies specifically to eligible color-fading issues and should not be interpreted as a general 6-month return/refund policy.

Partial Prepaid + Cash on Delivery Orders

For orders placed using our Partial Prepaid + Cash on Delivery option:

  • The nominal ₹59 Partial Prepaid fee is non-refundable.

  • If the order is returned to origin (RTO), the eligible partially prepaid amount may be provided as store credit that can be used towards a future CRYSTALUXE order.

  • Customers should verify the COD amount mentioned on their order/shipping details before making payment to the delivery executive.

  • CRYSTALUXE will not be responsible for any additional amount voluntarily paid to the courier/delivery person beyond the applicable COD amount.

Inspection & Approval

Every replacement or return request is subject to verification.

Based on the photographs, videos, unboxing video, order information, and condition of the product, our team will determine whether the request qualifies under this policy.

Once the returned product reaches us, where applicable, it will be inspected before the replacement or store credit is approved.

Returns & Store Credit

Where a return is specifically approved by CRYSTALUXE, the eligible amount will generally be issued as CRYSTALUXE store credit, such as a discount code or gift card, which can be used towards a future purchase.

Unless specifically approved as an exceptional refund, approved returns will not automatically result in a refund to a bank account or UPI ID.

Any applicable shipping, handling, reverse pickup, COD, or other non-refundable charges may be deducted from the eligible store credit amount.

Prepaid Orders Returned to Origin (RTO)

If a prepaid order cannot be successfully delivered because the customer is unavailable, refuses delivery, provides an incorrect/incomplete address, cannot be contacted, or delivery fails for reasons attributable to the recipient, the eligible amount may be issued as CRYSTALUXE store credit after deduction of applicable forward/return shipping charges.

Refunds

Refunds to the customer's original payment method may be considered only in exceptional circumstances, such as:

  • An order experiencing an unreasonable delivery delay of multiple weeks and remaining unresolved.

  • Repeated delivery of an incorrect or damaged product despite replacement attempts.

  • Any other exceptional case specifically approved by CRYSTALUXE.

Once an approved monetary refund has been processed, it should generally reflect in the original payment method within 4–5 business days. The actual credit timeline may vary depending on the customer's bank, UPI provider, or payment gateway.

How to Request a Replacement or Return

For order tracking, cancellation, return, or replacement requests, please log in using your registered mobile number through the CRYSTALUXE Orders portal:

https://superorder.pro/crystaluxe/orders

Please keep the following ready while raising your request:

  1. Order number

  2. Registered mobile number

  3. Clear photographs of the product

  4. Complete unboxing video, wherever applicable

  5. A brief description of the issue

Once the request is reviewed and approved, our team will guide you regarding replacement or return pickup.

If reverse pickup is unavailable at your PIN code, you may be required to courier the product back to us. The replacement/store credit will be processed after the returned product has been received and successfully inspected.

Damaged, Defective or Wrong Products

Please inspect your order immediately after delivery.

If you have received a damaged, defective, or incorrect product, raise your request within 1 day of delivery and provide the complete unboxing video.

Please do not use or alter the product while the claim is under review.

Exceptions / Non-Returnable Products

Certain products or categories may be marked as non-returnable or non-refundable due to their nature.

Products purchased during certain clearance/final-sale promotions, free gifts, gift cards, customized products, or products specifically marked as non-returnable may not be eligible for return.

Any category-specific replacement warranty mentioned on the respective product page will continue to apply according to its stated terms.

Exchanges

We generally do not offer direct exchanges for reasons such as change of mind, preference, or selection of a different product.

Where a return is approved and store credit is issued, you may use the store credit to place a fresh order for another eligible CRYSTALUXE product.

Contact CRYSTALUXE

For queries other than order tracking, cancellation, returns, or replacements, you can contact us at:

WhatsApp: +91 9243439869
Email: crystaluxewebsite@gmail.com

Registered/Business Address:
CRYSTALUXE
100K, Raigarh Kolaibahal Road,
Sadakpara, Pandripani,
Raigarh, Chhattisgarh – 496001

For order-related requests, please use the CRYSTALUXE Orders portal mentioned above so that your request can be properly tracked.

By placing an order with CRYSTALUXE, the customer acknowledges that they have read and agreed to the applicable return, replacement, and refund terms stated above.