Refund and Returns Policy
This Refund and Returns Policy applies to wholesale orders placed through our website for crystal & stone products. Because many of our products are natural stone items and many orders involve bulk quantity, mixed selection, or custom packaging, all return and refund matters are handled according to the terms below.
Natural Stone Variation
Our products are made from natural stone, so variation in color, pattern, texture, shape, size, and surface detail is normal. These natural differences are not considered product defects. Buyers should understand that no two natural stone pieces are exactly the same.
Order Confirmation Before Shipment
Before shipment, we encourage buyers to confirm important details such as:
- product type
- size range
- quantity
- packing requirements
- shipping arrangement
- photo or video confirmation if needed
For many wholesale orders, we can provide product photos or videos before dispatch to reduce misunderstandings.
Returns
We do not generally accept returns for wholesale orders unless the goods have a clear and significant issue caused by shipment error or confirmed order mismatch. Returns are not accepted for reasons such as:
- natural stone variation
- minor color differences
- individual preference
- change of mind
- resale performance
- market demand changes
Custom orders, private label orders, relabeled goods, and specially packed orders are generally non-returnable.
Refunds
Refund requests are reviewed based on the actual order details and the nature of the issue. If a refund is approved, it may be issued in full or in part depending on the situation. Refunds are generally considered only when:
- the wrong product was sent
- the wrong quantity was sent
- the goods have a major issue that does not match the confirmed order
- the problem is reported within 7 days after delivery
Refunds are not automatically provided and must be reviewed based on supporting evidence such as photos, videos, packing details, and order records.
Damaged or Incorrect Orders
If you receive goods that appear seriously damaged or clearly incorrect, please contact us within 7 days after delivery:
- order number or order details
- clear photos
- videos if necessary
- description of the problem
We will review the case and discuss a practical solution.
Shipping and Delivery Responsibility
Once the order has been shipped according to the confirmed arrangement, delays caused by shipping carriers, customs, local delivery services, or force majeure events are generally outside our direct control. However, we will try to assist buyers in tracking and communication where possible.
Non-Returnable Situations
The following situations are generally not eligible for return or refund:
- natural differences in stone appearance
- minor size tolerance within the agreed range
- custom packaging or private label orders
- mixed lots with normal variation
- products damaged after delivery due to improper handling or storage
Our Business Approach
We value long-term wholesale cooperation and try to reduce after-sales problems by confirming details before shipment, maintaining practical communication, and providing photos or videos when needed. Our goal is to support fair and responsible business for both sides.
Contact Us
If you have a question about a return or refund issue, please contact us with your order details and supporting information so we can review the situation.