Refund and Returns Policy

Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

Customers in the EU have the right to withdraw from their purchase within 14 days without providing a reason. At Crystal Aura, we extend this right to 30 days.

To be eligible for a return, your item must be unused, in the same condition that you received it, and in the original packaging. Items showing signs of use, alteration, or damage caused by the customer will not be eligible for a refund or exchange.

Non-Returnable Items
Several types of goods are exempt from being returned:

  • Perishable goods such as food, flowers, newspapers, or magazines.
  • Intimate or sanitary goods.
  • Hazardous materials or flammable liquids or gases.
  • Gift cards.
  • Customized or personalized products.

To complete your return, we require a receipt or proof of purchase.

Partial Refunds
Partial refunds are only granted in certain situations:

  • Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
  • Any item returned more than 30 days after delivery.

Items found to be damaged or defective due to improper use or mishandling will not qualify for a full refund.

Refunds
Once your return is received, we will inspect the item to ensure it meets the conditions outlined in our return policy. This inspection process will be completed within 14 days of receipt of your returned item.

To report a defective item, clear photographic or video evidence of the defect is required before the return can be authorized. Claims submitted without sufficient evidence cannot be processed.

If your return is approved, we will process your refund within this 14-day period. Please note that depending on your bank or payment provider, it may take an additional 3-10 business days for the refund to appear in your account.

Shipping Returns
To return your product, please mail it to:
Caenstraat 458, 7002GR Doetinchem, Netherlands.

Please include the order number and tracking information in an email to [email protected].

  • Defective or Damaged Items: If your product was delivered defective or damaged, we will cover the return shipping costs and provide a prepaid return label.
  • Right of Withdrawal (Herroepingsrecht): If you wish to return a product under the right of withdrawal, return shipping costs are your responsibility. You must purchase a return label through a courier of your choice.

Ensure that the product is securely packaged to avoid damage during transit. Damage caused during return shipping is not our responsibility.

For partial returns, the original shipping costs will not be refunded.

Important Notes on Defective Items

If you report an item as defective, please provide clear photographic or video evidence showing the defect. This is required to evaluate your claim and determine eligibility for a refund or exchange.

Claims submitted without visual proof or sufficient information cannot be processed. If the item is discarded before evidence is provided, we regret that the claim will be considered invalid.

Exchanges
We only replace items if they are defective or damaged. For exchanges, email us at [email protected].

Need Help?
If you have any questions regarding returns, refunds, or exchanges, please contact us at [email protected].