Refund policy

We have a 10-day return policy, which means you have 10 days after receiving your item to send the product back but you need to report the issue within 48hrs of delivery.

We are only accepting return/exchange/refund for products received broken on arrival/transit. For all such issues, we would be needing an unboxing video and photos. To provide a quick resolution, you have to report the issue within 48hrs of delivery. We take full responsibility for the in-transit damages and will exchange the product or will process a 100% refund (absolutely, no questions asked). 

But, we will not be able to return/exchange/refund the product if the issue is not reported within 48hrs of the delivery. 

In case of no damage but you still want to return the product for any other reason, you will be responsible to arrange shipment to our warehouse. In such scenarios, we will only be able to refund you the product price. There will be no reimbursement or refund for the shipping charges as we have already paid that to the courier partner.

[NOTE: Our products are made of natural stones and it is normal to have cracks, textures, internal dirt spots and minor imperfections. We do not dye our products to hide these imperfections or make them look shiny. These are the characteristics of a natural stone and should not be misunderstood as a manufacturing defect. We inspect each product before shipping to ensure that the product is safe to be used on the skin. It is recommended to try the roller/gua sha on hand first before using on the face.] 

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@thezencrystals.com. If your return is accepted, we will arrange a reverse pickup. Items sent back to us without first requesting a return will not be accepted and we will not be responsible for any loss/damage in transit.

You can always contact us for any return questions at hello@thezencrystals.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. 

In case of no damage but you still want to return the product for any other reason, you will be responsible to arrange shipment to our warehouse. Once the product is delivered to our warehouse, we will inspect the same and a refund will be processed accordingly. Kindly write to us at hello@thezencrystals.com to get the warehouse address. Please note that there will be no refund on the shipping cost as it 

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products such as special orders, or personalized items.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

COD orders/Shipping charges

The refund will only be applicable to the product price not on the shipping/COD charges if any. 

 

Exchanges 

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Usually, it takes less than 5-7 business days for a refund to reflect in your original mode of payment.

 

Cancellation

For cancellation, kindly inform us within 24 hours of placing the order. Once processed, the order cannot be canceled.