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Return Policy

English

At CRYSTAL CAVA, we want every customer to be happy with what arrives. If it isn't quite right, here is how our exchange process works.

🇭🇰 Hong Kong Orders

Orders placed on CRYSTALCAVA.COM.HK are covered by our 7-day exchange guarantee (7 calendar days from the date of delivery).
Exchanges apply to bracelets and pendants. Fragile display pieces are not eligible; for other items, please check with our customer service team before purchasing.
One exchange per order. Return and re-delivery shipping costs are borne by the customer.
Items may be exchanged for products of equal or higher value (any price difference to be paid by the customer). Refunds are not available.
Where a price difference applies, any discount on the exchanged item will be calculated on the basis of the original order.
Items must be unworn and unused, with original packaging intact. Items with tags removed or that have been restrung or altered cannot be accepted.
Please photograph the item and send it to our customer service team for confirmation before returning it.
Once we receive the returned item and confirm it is in good condition, we will dispatch the exchange within 3 working days.

🇲🇴 Macau Orders

Orders to Macau are also covered by our 7-day exchange guarantee (7 calendar days from the date of delivery).
Exchanges apply to bracelets and pendants. Fragile display pieces are not eligible.
One exchange per order. Return and re-delivery shipping costs are borne by the customer.
Items may be exchanged for products of equal or higher value (any price difference to be paid by the customer). Refunds are not available.
Where a price difference applies, any discount on the exchanged item will be calculated on the basis of the original order.
Items must be unworn and unused, with original packaging intact. Items with tags removed or that have been restrung or altered cannot be accepted.
Please photograph the item and send it to our customer service team for confirmation before returning it.
Once we receive the returned item and confirm it is in good condition, we will dispatch the exchange within 3 working days.

🇹🇼 Taiwan Orders

Returns for orders to Taiwan are handled in accordance with Taiwanese law governing distance selling. Please contact our customer service team before ordering for details.
To help you buy with confidence, we offer:
Pre-dispatch video of your item — after placing your order, you may ask us to film the actual piece. We will only ship once you are happy with what you see.
Questions before you order — if you have any questions about a crystal's colour, inclusions or size, message us on WhatsApp and we will send you additional photographs of the actual item.
In exceptional circumstances, an exchange may be arranged at the discretion of our customer service team, with all international return and re-delivery shipping and customs charges borne by the customer.

🌍 International Orders

Because cross-border shipping and customs costs are substantial, we are unable to offer exchanges on international orders once they have been dispatched. To help you buy with confidence, we offer:
Pre-dispatch video of your item — after placing your order, you may ask us to film the actual piece. We will only ship once you are happy with what you see.
Questions before you order — if you have any questions about a crystal's colour, inclusions or size, message us on WhatsApp and we will send you additional photographs of the actual item.
If your parcel arrives damaged in transit or with items missing, please keep all packaging and contact us immediately so that we can follow up for you.
In exceptional circumstances, an exchange may be arranged at the discretion of our customer service team, with all international return and re-delivery shipping and customs charges borne by the customer.

Applicable to All Regions

Refunds are not available on orders placed through CRYSTALCAVA.COM.HK. Nothing in this policy affects your statutory rights under Hong Kong law in respect of goods that are defective or not as described.
Damage caused by the customer is not eligible for return or exchange.
Items from our Sale and Treasure Hunt sections are not eligible for return or exchange.
If an item is out of stock, CRYSTAL CAVA will contact you within 3 working days to arrange an exchange or a refund.
If anything is missing or short-shipped, please contact our customer service team on WhatsApp within 7 days of delivery.
If your item arrives damaged, please keep all packaging and your receipt, and contact our team so we can follow up.

About Natural Crystals

Are mineral gaps, cloudiness and black inclusions in natural crystals defects?
No. CRYSTAL CAVA sells only natural crystals. Natural stones may show mineral gaps, cloudy or veiled areas, flat tops, and intergrown minerals appearing as black spots. These are normal characteristics of natural material, not defects or damage. We photograph every item as it is and do our best to show these features honestly in our product images.
If you would still prefer to exchange an item after receiving it, you are welcome to do so within the exchange guarantee period under our standard process. If you have any questions at all, please contact our customer service team — we are always happy to help.