Refund policy
RETURN AND REFUND POLICY
We want you to feel confident purchasing from Crystal + Ora. Because our products feature natural minerals, each piece may vary in color, pattern, shape, size, markings, and translucency. These natural differences are part of each piece’s character and are not considered defects.
RETURNS
We accept return requests within 14 days of delivery. To qualify for a return, the item must be unused, unworn, unaltered, and returned in its original condition and packaging.
Adhesive phone grips are eligible for return only if the protective backing has not been removed and the grip has not been attached to a phone or phone case.
To request a return, email contact@crystalandora.com with your order number and reason for the return. Returns sent without prior approval may not be accepted. If your return is approved, we will provide return instructions and the appropriate return address.
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect. Original shipping charges are nonrefundable.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order when it arrives. If your item is damaged, defective, or incorrect, contact us within three days of delivery at contact@crystalandora.com.
Include your order number and clear photographs of the item, packaging, and shipping box. We will review the information and work with you to provide an appropriate replacement or refund.
Natural variations in mineral color, pattern, shape, size, markings, and translucency are not considered damage or defects.
NONRETURNABLE ITEMS
We cannot accept returns of:
• Items that have been used, worn, altered, or damaged after delivery
• Adhesive phone grips after the protective backing has been removed or the grip has been attached
• Personalized or custom-made items
• Items marked final sale
• Gift cards
CANCELLATIONS
If you need to cancel an order, contact us as soon as possible at contact@crystalandora.com. We cannot guarantee cancellation after an order has entered processing or has been shipped.
REFUNDS
Once we receive and inspect your approved return, we will notify you whether the refund has been approved. Approved refunds will be issued to the original payment method.
Please allow up to 10 business days for your bank or credit-card provider to process the refund after it has been issued. If more than 15 business days have passed since your refund was approved, please contact us at contact@crystalandora.com.
EXCHANGES
We do not offer direct exchanges because each natural mineral piece may be unique. If you would like a different item, please request a return for the original item and place a new order after the return is approved.
RETURN QUESTIONS
For questions about returns or refunds, contact us at: