Terms & Conditions

By submitting and/or confirming an order, you acknowledge that you have read, understood, and agreed to these Terms & Conditions. This applies to orders placed via our online shopping platform, as well as orders submitted and confirmed via WhatsApp, phone, or email.

CRYSTAL CAVA looks forward to every customer receiving products they love and experiencing the joy of finding their perfect piece.

Return & Exchange Policy

Shopping at CRYSTAL CAVA, you are entitled to a 7-Day Exchange Guarantee (calculated as 7 calendar days from the date of delivery).

Scope:

1. The exchange policy applies to Hong Kong orders only. Each order is entitled to one (1) exchange (return and re-delivery shipping costs are borne by the customer).
2. Exchanges are applicable to bracelets and pendants only (fragile display items are excluded; for other products, please enquire with our customer service team before purchase).
3. Items from the Sale Section and Treasure Hunt Section are not eligible for exchange.

Exchange Conditions:
4. No refunds will be provided. Items may be exchanged for products of equal or higher value (any price difference must be paid by the customer).
5. If exchanging for a higher-value item, the price difference will be calculated based on the discount applied to the original order.
6. Items must be unworn and unused, with original packaging and receipt intact (items with removed tags or alterations will not be accepted).
7. Photos of the return item must be sent to customer service for confirmation before shipping.
8. Upon receiving and inspecting the returned item, CRYSTAL CAVA will dispatch the new item within 3 working days.

Stock Availability & Product Issues

• In the event of an item being out of stock, CRYSTAL CAVA will contact the customer within 3 working days to arrange an exchange or refund.
• If you discover any missing or incorrect items within 7 days of receiving your order, please contact our customer service team via WhatsApp immediately.
• If your item arrives damaged, please retain all packaging and receipts, and contact our team for assistance.

Product Information

CRYSTAL CAVA strives to ensure the accuracy of product images, descriptions, and colour representation. However, we cannot guarantee absolute accuracy and reserve the right to amend such information without prior notice.

As our primary products are natural crystals, the following natural characteristics may occur:

• Natural mineral inclusions, cotton-like inclusions, flat beads, symbiotic minerals (dark spots), and other natural crystal phenomena
• Unless marked with a "+" symbol, bead sizes may vary by up to ±0.5mm

All crystal products at CRYSTAL CAVA are sold as individually photographed items — the item you select is the item you will receive (unless stated as randomly dispatched).

Ordering & Order Cancellation

• If an accepted order contains out-of-stock items, CRYSTAL CAVA will notify you as soon as possible via WhatsApp or email.
• Orders not paid within 48 hours of placement will be automatically cancelled by the system.
• If you notice any errors in your order details, please contact our customer service team as soon as possible (WhatsApp / LINE / Email).

Payment Methods

CRYSTAL CAVA accepts the following payment methods:

• FPS (Faster Payment System / QR Code)
• Credit Card (via Stripe)
• PayMe
• AlipayHK
• Bank Transfer / ATM
• Apple Pay
• Google Pay

Delivery Methods

Hong Kong:

• SF Express Service Points
• SF Locker (Smart Cabinets)
• OK Convenience Store Pick-up
• 7-Eleven Convenience Store Pick-up
• SF Express Business Points
• Office / Residential Address Delivery (via SF Express)

Macau:

• SF Express (Cash on Delivery for shipping) — Free shipping for orders over HK$800 (orders below this threshold will have shipping fees collected by SF Express upon delivery)

Taiwan:

• SF Express delivery to residential or office address

Overseas:

• Please contact customer service for a shipping quote

Order Storage & Consolidation Service

• Place your order and pay first — we will store your items free of charge.
• Future purchases can be added to the same stored order at any time.
• Once the combined order total reaches HK$500 (Hong Kong) / HK$800 (Macau & Taiwan), notify us to ship everything together and enjoy free shipping.
• Maximum storage period is 180 days; items may be added and consolidated at any time during this period.

Ideal for customers who are in no rush to receive their items — take your time browsing, collect your favourites, and ship all at once to save on delivery costs.

Bracelet Sizing

• Complimentary resizing is available for making bracelets smaller (no service fee)
• For enlarging bracelets, please contact CRYSTAL CAVA for enquiry
• You are welcome to add sizing notes to your order or contact our customer service team via WhatsApp

Packaging

We want every customer to enjoy a delightful shopping experience. For packaging details, please refer to our "Our Packaging" page.

Disclaimer

• CRYSTAL CAVA shall not be held liable for any issues arising from errors.
• CRYSTAL CAVA reserves the right to amend prices, charges, and these Terms & Conditions at any time without prior notice.
• Postal and shipping risks are borne by the customer.
• These Terms & Conditions are governed by the laws of the Hong Kong Special Administrative Region.
• In the event of any dispute, CRYSTAL CAVA reserves the right to make the final decision.