This is our Refund and Return Policy.
Refunds/ Exchanges
We do not accept returns or exchanges on purchased products. All sales are considered final and cannot be returned for change of mind, and cannot exchange or refund custom candles.
Nature of our products
Customers of CRYST Fragrance agree that every item is handmade and can carry minor imperfections that vary from the website images used. This is all a part of the natural nature of the product and cannot be deemed a fault. Glass container can sometimes carry (very minor) imperfections, like faint indents, marks and scratches. These do not in any way affect the performance of our product, and the buyer must understand that there is a risk there will be a slight variation between each container.
Crystal Reminder
All crystals are unique and come in different patterns and tones. All are beautiful in their own perfect way. Trust that the stone has come to you for a purpose. We do not consider unusual markings in the crystals as “defects” and will not accept returns for this reason.
Damaged or Faulty items
Items are carefully inspected and packaged before they are shipped. Damage occurring en- route is highly unlikely.
If for any reason the products you have ordered are damaged in transit or faulty, CRYST Fragrance will replace the damaged or faulty products. Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you have received the wrong item, so that we can evaluate the issue and make it right.
If an order arrives damaged or faulty, photographic proof must be reported within 24 hours of receiving the order. Any claims reported after this time frame unfortunately cannot be verified. Severely damaged deliveries will need to be reviewed further. Replacement is at the discretion of CRYST Fragrance and may not be offered if we believe your claim is false. Damage and Faulty product claims must be submitted via email to support@crystfragrance.com. Please provide your order number, photos and contact information in your email. We aim to respond to your email within 24 hours.
Incorrect items
If for any reason the products you have received are incorrect CRYST Fragrance will replace the incorrect products with those that you originally ordered. If an order arrives with the incorrect item(s), photographic proof must be reported within 24 hours of receiving the order. Any claims reported after this time frame unfortunately cannot be verified. Replacement is at the discretion of CRYST Fragrance and may not be offered if we believe your claim is false. Incorrect item claims must be submitted via email to support@crystfragrance.com. Please provide your order number, photos and contact information in your email. We aim to respond to your email within 24 hours.
Contact us
Please get in touch if you have questions or concerns about your order. Please fill in our contact us form here or email us at support@crystfragrance.com with any order enquiries.
