Returns Policy

Thank you for choosing Lumicrys! We are committed to providing you with a delightful shopping experience and ensuring that every piece meets your expectations. If you are not completely satisfied with your order, we offer a 15-day return policy. You may request a return within 15 days of receiving your item.

Since each crystal is unique, we do not offer exchanges. Returns are only accepted under the conditions outlined in our policy.

Below is our return policy to guide you through the process smoothly.

Return Process & Timeline

Requests for returns must be submitted within 15 days of receiving the item.
We will process your return request and provide the return address within 2 business days.
Once your return is approved, please send the item back within 7 days.
Refunds will be processed within 5 business days of receiving the returned item, and funds will be credited back to the original payment method. Processing time may vary depending on your payment provider.
For items with significant defects or incorrect orders, please contact us within 48 hours of receiving your package, and we will arrange a suitable solution.

How to Request a Return

Requesting a Return

- Please contact us via email at customerservice@lumicrys.com within 15 days of receiving your order to request a return authorization. If you received an incorrect or defective item, please contact us within 48 hours of receiving your package. We will review and respond to your request within 2 business days. Unauthorized returns will not be accepted.
- Your email should include your order number, reason for return, and photos to help us process your request efficiently.
- Once your return is approved, we will provide the return address and relevant instructions.

Return Shipping

- Please ship the item back within 7 days of receiving authorization. Late returns will not be accepted.
- Returned items must be unused, in their original condition, and with all original packaging. Items that are damaged, altered (e.g., resized, engraved), or show signs of wear will not be eligible for return.
- If your order included a free gift, it must also be returned. If the gift is not returned, its retail price will be deducted from your refund.
- Return shipping costs are the responsibility of the buyer. We strongly recommend using a tracked shipping method to ensure the safe return of your package. Unfortunately, we cannot be held responsible for lost return shipments.

Refund Processing & Calculation

Once we receive your returned item, we will process your refund within 5 business days. The actual time for the refund to appear in your account may vary depending on your payment provider.

Please note that shipping costs and any customs duties paid are non-refundable, as these expenses are incurred during order processing. If your order was eligible for free shipping, the original shipping cost will be deducted from your refund, and you will receive a refund for the product amount only.

For most standard orders under 1.5 kg and shipped to eligible regions, a flat fee of $7.20 USD will be deducted.
For heavier shipments or destinations not covered by our flat rate policy, the actual shipping cost paid by us (based on weight, region, or carrier) will be deducted.

The final deduction amount will be shown in your refund confirmation email. If you are unsure about the applicable shipping cost, feel free to contact our customer service for clarification.

Partial Order Refunds & Incorrect or Defective Items

If returning only part of an order, refunds will be adjusted based on the actual value of the retained items, considering any applied discounts, promotions, or gift items.
If you received an incorrect or defective item, we will arrange a replacement or refund at no cost to you.

Items Not Eligible for Return

We appreciate your understanding that certain items cannot be returned due to their nature, customization, or specific promotional status. The following items are not eligible for return:

Natural Crystal Characteristics: Our crystals are naturally formed, making each piece one-of-a-kind. Variations such as slight inclusions, internal fractures, air bubbles, or color differences are natural characteristics, not defects, and thus do not qualify for returns. However, if your item has a significant defect or you received the wrong item, please contact us within 48 hours of receipt for a resolution.
Personalized & Custom-Made Products: Items with engravings, custom sizes, or other personalized modifications cannot be returned once production has begun.
Limited Edition & Promotions: Due to their unique nature, some items may not be eligible for returns. This includes limited edition products, discounted items (such as seasonal sales, flash sales, and bundle discounts), clearance sale products, and special price offers like limited-time deals or exclusive event discounts. Please refer to the product page for specific details.
Non-Defective Items Based on Personal Preference: We are unable to accept returns due to personal preference, such as changes of mind or size mismatches, unless the item is incorrect or defective.
Items Not Purchased from Our Official Website: We can only process returns for items purchased directly from our website. If you obtained the product from another retailer, please refer to their return policy.
Returns Outside the Accepted Timeframe: If your return request exceeds the 15-day window, or the item is not shipped back within 7 days after approval, we regret that we cannot process the return.
Delivered but Lost Packages: Once an order is marked as delivered to the specified address, we are not responsible for any lost, stolen, or undelivered packages due to an incorrect address provided by the customer. Please ensure that the shipping address provided at checkout is accurate. However, if your package is lost in transit or never delivered, please contact us or your shipping carrier for assistance within 5 days of the estimated delivery date.

Contact Us

If you have any questions or need assistance with your return, please feel free to reach out to us. We are happy to help!

Email: customerservice@lumicrys.com
Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM (Local Time, excluding public holidays)

We appreciate your support and strive to provide you with the best shopping experience!