Our policy is 14 days. If 14 days have passed since you received the product, we cannot offer you a refund or exchange unfortunately.
If you change your mind within 24 hours of placing your order, we will refund you directly.
We only process orders 24 hours after they have been placed so that we can amend errors and changes of mind of customers. After this time, if the order has been processed, we will not be able to refund you for a change of mind until the product has been delivered, received and returned to the address provided.
To qualify for a return on your order, your item must be unused and in the same condition as you received it. It must also be in the original packaging in order to be returned at your expense to the address we will communicate to you.
There are several types of products that cannot be returned. We do not accept returns on intimate or sanitary products. Gift cards are also non-returnable items.
In order to make a return, we will verify that it is your order via your order number and/or any information you used when placing your order. This will most likely be your email address.
In order for your return to be validated, there are two possibilities. We acknowledge receipt of the package at the return address we have given you or you send us via scan or photo a proof that the return was made to the address you have given us. In the first case, the shipment should not be sent to the manufacturer's address. In the second case, a postal receipt or a shipping ticket can be accepted.
We may ask you to wait until we have received your return rather than sending us proof that the return has been made. For refund purposes, an inspection of the package may be necessary. This inspection will take place before we proceed with the refund in the event that there is a refund.
If you receive an item and say that the item is in poor condition and you want a refund but you refuse to send a picture of the item you received, you will obviously be asked to send the item to a specific address so that the item in your order can be inspected.
Once the package is received, it is only after inspection that the refund will be made (or not). Indeed, after inspection we can realize that the article is in good condition. And we will let you know via a photo and / or video and in this case, we will refuse the refund.
This may seem like an excessive procedure. However, some people have been dishonest and based on past experience, we can no longer take the word of our interlocutors. We are sorry for this and we want you to know that we do our best for every return and every refund request.
For all refunds, an amount of 2€ will be charged per order. This is to cover the costs of the payment platforms and processors.
In the case of a refund, once we have received and inspected the returned item, we will send you an email to confirm that we have received it. We will then also inform you of our decision as to whether your refund request is approved or rejected.
If your refund request is approved, it will be processed and a credit will automatically be applied to your credit card or original method of payment within a certain time frame. This time frame is not under our control. And we will notify you as soon as the refund process is initiated on our end.
If the refund is late or missing, check your bank account first. Only then contact your credit card issuer. There may be a delay before your refund is officially posted.
Then contact your bank. There may be a delay in processing before a refund is posted.
After these two steps, in case you still have not received your refund, please send an email to Contact@the-crystal-house.com. The customer service team will ask you if you have completed both steps. If you have, the customer service team will check the database.
We are sorry to ask for these steps but we want to provide maximum attention to your requests. And we lose a lot of time when the request is not preceded by certain steps. We want to give maximum attention to the requests we receive.