Widerrufsrecht

RETURN AND REFUND POLICY

We want you to be satisfied with your purchase from AURACRYSTAL. Please read the following policy carefully before requesting a return.

30-Day Return Policy

We have a 30-day return policy. This means that you have 30 days from the date you receive your order to request a return.

To be eligible for a return, the item must:

• Be in the same condition in which it was received;
• Be unused, unworn, clean, and undamaged;
• Include all original tags, accessories, gifts, and components;
• Be returned in its original packaging; and
• Include a receipt, order number, or other proof of purchase.

Products showing signs of use, wear, alteration, improper handling, or damage caused after delivery may not be accepted.

How to Request a Return

To request a return, please contact us before sending the product back:

Email: shma8787@outlook.com
WhatsApp: +86 188 2399 5211

Please include the following information:

• Your full name;
• Order number;
• Product you wish to return;
• Reason for the return; and
• Clear photographs or videos if the product is damaged, defective, or incorrect.

If your return is approved, we will provide return instructions and the applicable return address.

Please do not send products back without contacting us first. Items returned without prior authorization may not be accepted or refunded.

Return Shipping Costs

For returns caused by a change of mind, personal preference, or ordering the wrong product, the customer is responsible for all return shipping costs.

If the product is confirmed to be defective, damaged during delivery, or different from the product ordered, AURACRYSTAL will cover reasonable return shipping costs or provide another appropriate solution.

Original shipping charges are generally non-refundable unless the return is caused by our error, the product is defective or damaged, or applicable law requires otherwise.

We strongly recommend using a tracked shipping service. AURACRYSTAL is not responsible for return packages that are lost, damaged, or delivered to an incorrect address by the customer or their chosen carrier.

Damaged, Defective, or Incorrect Products

Please inspect your order as soon as it is delivered.

If your product arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible. Where possible, please report the issue within 48 hours of delivery so that we can investigate it promptly.

Please retain the product, original packaging, shipping label, and delivery packaging until we have completed our assessment.

Depending on the circumstances, we may offer:

• A replacement;
• A repair or other reasonable solution;
• A partial refund; or
• A full refund.

Reporting an issue after 48 hours does not remove any statutory rights you may have under applicable consumer law.

Natural Crystal Characteristics

Our products are made from natural crystal and mineral materials. Natural variations may include differences in color, transparency, texture, pattern, mineral inclusions, small internal lines, and other naturally occurring characteristics.

These natural variations make each product unique and are not normally considered defects, provided that the product is substantially consistent with its description and photographs.

Because product colors can also appear differently depending on lighting, photography, and screen settings, minor color differences are not considered defects.

Custom, Bespoke, and Personalized Products

Custom-made, bespoke, made-to-order, or personalized products are created according to the customer’s selected shape, material, size, design, or other specifications.

These products cannot normally be returned, exchanged, or cancelled after production has begun unless they:

• Arrive damaged;
• Are defective;
• Are materially different from the agreed specifications; or
• Are eligible for return under mandatory applicable law.

Please review and confirm all customization details carefully before approving your order.

Once the design or specifications have been confirmed and production has started, changes or cancellations may not be possible.

Hygiene and Personal Wellness Products

For hygiene and health protection reasons, personal wellness products that have been used, worn, inserted, tested on the body, washed, or otherwise opened in a way that makes them unsuitable for resale cannot be returned.

Products supplied with a hygiene or safety seal must be returned with that seal intact.

This restriction does not apply where the product was defective, damaged, incorrectly supplied, or where applicable law requires us to accept the return.

Non-Returnable Items

The following items are not eligible for return unless they are damaged, defective, incorrectly supplied, or applicable law provides otherwise:

• Custom-made, bespoke, made-to-order, or personalized products;
• Used or opened personal wellness products;
• Products with removed or broken hygiene seals;
• Gift cards;
• Products marked as final sale;
• Products damaged by misuse, improper storage, accidents, unauthorized alteration, or normal wear; and
• Items returned more than 30 days after delivery without prior written approval.

Please contact us before purchasing if you are unsure whether a product can be returned.

Sale Items

Products marked as final sale cannot normally be returned or exchanged for a change of mind.

This restriction does not affect your rights if a sale item is damaged, defective, incorrectly supplied, or covered by mandatory consumer protection laws.

Exchanges

The fastest way to receive a different product is to return the original eligible item and place a separate order after the return has been approved.

If you receive a damaged, defective, or incorrect product, please contact us before placing another order so that we can determine the most appropriate solution.

Refund Inspection and Approval

After we receive your return, we will inspect the product and notify you whether the refund has been approved.

If the return does not meet the conditions stated in this policy, we may:

• Refuse the refund;
• Offer a partial refund based on the condition of the product; or
• Ask you to pay the shipping costs required to return the product to you.

Approved refunds will be issued to the original payment method.

Refund Processing Time

Once a refund has been approved, it will normally be submitted to the original payment method within 10 business days.

Your bank, credit card provider, PayPal, or payment service may require additional time to process and display the refund.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact us at shma8787@outlook.com.

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

We cannot guarantee cancellation after an order has entered production, been personalized, been fulfilled, or been shipped.

Custom-made or personalized orders cannot normally be cancelled after production has begun.

European Union Right of Withdrawal

If your order is delivered to a country in the European Union, you generally have the right to withdraw from an eligible online purchase within 14 days after delivery without providing a reason, subject to applicable legal exceptions.

You may exercise this right by sending us a clear withdrawal request at shma8787@outlook.com or by using any electronic withdrawal feature made available on our website.

The EU right of withdrawal generally does not apply to:

• Products made according to the customer’s specifications;
• Clearly personalized products; or
• Sealed products that are not suitable for return for health protection or hygiene reasons after the seal has been removed.

Unless we agree otherwise or applicable law requires us to pay, the customer is responsible for the direct cost of returning products under the right of withdrawal.

When legally required, we will refund the purchase price and the cost of standard outbound delivery. Additional delivery costs resulting from the customer selecting a more expensive delivery method may not be refunded.

We may withhold the refund until we have received the returned products or the customer has provided evidence that the products were sent back, whichever occurs first.

Nothing in this policy limits the statutory rights available to consumers under European Union or national consumer protection law.

Contact Information

If you have questions about returns, exchanges, damaged products, or refunds, please contact us:

Trade name: AURACRYSTAL
Email: shma8787@outlook.com
Phone: +86 188 2399 5211
WhatsApp: +86 188 2399 5211