Refund and Return Policy
Last updated: [2025/9/4]
Returns
Welcome to H&L Crystal. Our crystal jewelry is made from natural gemstones, each with its own unique patterns, colors, and inclusions. These natural characteristics are what make every piece one-of-a-kind and cannot be replicated.
As a result, the jewelry you receive may have slight variations from the product images shown on our website. These natural variations, such as minor differences in color,inclusions, or patterns, are not considered defects and do not qualify for returns or exchanges.
By purchasing from H&L, you acknowledge and accept the inherent uniqueness of natural crystal jewelry.So we cannot accept your return without reason.
At H&L, we take great pride in crafting high-quality crystal jewelry and want you to feel confident in your purchase. However, we understand that situations may arise where you need to return an item. Below is our return policy, designed to ensure a smooth and fair process for all our customers.
Return Process for Damaged or Defective Items
Eligibility for Returns:
-
- Items must be unused, in their original condition, and in the original packaging, including any accessories, tags, or certificates.
- Return requests must be initiated within 72 hours of receiving the item.
- Proof of Damage: If your item arrives damaged or defective, we require an unboxing video to process your return.
The video must clearly show:
-
- The sealed package upon arrival.
- The unboxing process.
- The condition of the product.
Steps to File a Return:
-
- Contact our customer support team at yichengqianyi666@gmail.com within 72 hours of receiving your item.
- Attach your unboxing video, including your order number, a description of the issue, and any relevant photos.
- Once your return request is approved, we will provide you with a return shipping label and further instructions.
Non-Returnable Items
The following items are non-returnable:
-
- Customized pieces.
- Items purchased during clearance sales.
- Products that do not include an unboxing video for damage claims.
- Products with natural crystal variations, such as inclusions, minor color differences, or unique patterns.
Refunds
Approved refunds will be processed within 5-7 business days after we receive and inspect the returned item.
Refunds for international orders may be subject to currency fluctuations and may take longer to process.
-
- Refunds will be issued to the original payment method.
-
- Shipping fees are non-refundable.
Exchanges
At this time, we do not offer direct exchanges.
Shipping
For returns due to damage or defects, we will cover the return shipping cost.
Contact Us
If you have any questions about our refund and return policy, please contact us at [yichengqianyi666@gmail.com].
Thank you for choosing H&L. We are committed to providing you with exceptional service and ensuring your satisfaction with every piece of jewelry.