Refund policy
Refund & Return Policy
Last Updated: [Date]
This Refund & Return Policy applies to purchases made through the Crystal Kings online store and eligible TikTok Live Sale orders that are completed through our designated website payment process.
Please review this policy before completing your purchase.
1. 30-Day Return Policy
We offer a 30-day return policy.
You have 30 days from the date your order is delivered to request a return.
To be eligible for a return, the item must generally:
- Be in the same condition in which it was received;
- Be unused and undamaged;
- Include original packaging where reasonably possible; and
- Include an order number, receipt, or other proof of purchase.
To request a return, please contact:
Do not send any item back without contacting us and receiving return authorization first.
If your return is approved, we will provide the applicable return address and return instructions.
The appropriate return destination may vary depending on the order and circumstances. For this reason, a fixed return address is not published as the return destination for every order.
Items returned without prior authorization may not be accepted.
Unless otherwise stated in the return authorization, an approved return should be shipped within 14 days after approval.
Cancellation Requests
Cancellation requests may be submitted within 1 hour of placing an order, provided the order has not yet been shipped.
After the 1-hour cancellation period, cancellation requests may not be accepted if the order has already entered processing, preparation, packaging, or fulfillment.
If an order has already been shipped, it can no longer be canceled and any eligible return will be handled in accordance with our Refund & Return Policy.
If we are able to approve a cancellation after the standard cancellation period, such approval is provided at our discretion and does not create an ongoing right to late cancellation.
2. Regular Shopify Store Orders and TikTok Live Sale Orders
We may offer different shipping rates, promotions, and free-shipping thresholds for:
Regular Shopify Store Orders, and
TikTok Live Sale Orders.
These order types are treated separately for shipping and free-shipping eligibility.
Regular Shopify Store Orders
A purchase made normally through our Shopify online store, outside the designated TikTok Live Sale ordering process, is treated as a Regular Shopify Store Order.
The applicable shipping rate and free-shipping threshold are the terms displayed by our Shopify store or checkout at the time the order is placed.
TikTok Live Sale Orders
Customers participating in an eligible TikTok Live Sale may be directed to our website to complete payment.
An order may be treated as a TikTok Live Sale Order when it originates from an eligible live sale and is completed through the designated Live Sale payment link, Live Payment product, checkout process, or payment instructions provided for that Live Sale.
The applicable Live Sale shipping promotion or free-shipping threshold is the offer announced, displayed, or otherwise communicated for that specific Live Sale at the time of purchase.
Simply visiting our website from TikTok does not automatically make a purchase a TikTok Live Sale Order.
3. Free-Shipping Thresholds Are Calculated Separately
TikTok Live Sale and Regular Shopify Store free-shipping thresholds are calculated separately.
Purchases from one order type or promotion cannot automatically be used to satisfy the free-shipping threshold of another order type or promotion.
The same merchandise value cannot be counted twice or used to obtain more than one free-shipping benefit.
Illustrative Example Only
Suppose a particular TikTok Live Sale offers:
Free shipping on eligible Live Sale purchases of $50 or more
and the Shopify store at that time offers:
Free shipping on eligible Shopify purchases of $100 or more.
A customer purchases:
TikTok Live merchandise: $60
Regular Shopify merchandise: $79
Result:
The $60 Live Sale purchase qualifies for that Live Sale free-shipping promotion.
The separate $79 Shopify purchase does not qualify for the Shopify free-shipping promotion.
The customer cannot combine:
$60 + $79 = $139
to obtain free shipping for both portions.
The dollar amounts above are examples only.
Actual free-shipping thresholds are determined by the Live Sale offer and/or Shopify checkout terms applicable at the time of purchase.
4. Mixed Live Sale and Shopify Purchases
If a customer purchases both Live Sale merchandise and Regular Shopify Store merchandise, each portion remains subject to its applicable shipping and promotional rules unless we explicitly state otherwise.
Combining items into one physical package for shipping convenience does not automatically combine their free-shipping eligibility.
A Live Sale free-shipping benefit does not automatically extend to Regular Shopify Store purchases.
A Shopify free-shipping benefit does not automatically extend to Live Sale purchases.
Any exception or special combined-shipping accommodation that we voluntarily provide does not create an ongoing entitlement to free shipping.
5. Customer-Initiated Returns
A Customer-Initiated Return includes a return requested for reasons such as:
- Change of mind;
- Personal preference;
- No longer wanting the item;
- Ordering the wrong item;
- Choosing the wrong style or variation; or
- Another reason not caused by an error on our part.
For Customer-Initiated Returns, the customer is responsible for return shipping costs unless applicable law requires otherwise.
6. Customer-Initiated Returns Where Shipping Was Paid at Checkout
If the original order did not qualify for free shipping and the customer paid a shipping charge at checkout:
The original shipping charge paid at checkout is non-refundable for a Customer-Initiated Return, except where otherwise required by applicable law.
The customer is also responsible for the cost of returning the item.
Example
Merchandise: $60
Original shipping paid by customer: $12
Total paid: $72
The customer later returns the merchandise because they changed their mind.
If the return is approved:
Merchandise refund: $60
Original $12 shipping charge: Non-refundable
Return shipping: Paid by the customer
7. Customer-Initiated Returns of Free-Shipping Orders
Free shipping means that the customer paid $0 in separate outbound shipping charges at checkout.
It does not mean that shipment of the order had no cost.
We still pay the carrier to deliver the order.
If a customer received free shipping and later requests a Customer-Initiated Return:
- The customer is responsible for the return shipping cost; and
- Where permitted by applicable law, the actual outbound shipping cost originally paid by us may be deducted from the merchandise refund.
Any deduction will be based on the actual outbound shipping cost associated with the order and will not exceed the amount permitted by applicable law.
Example
Merchandise: $120
Applicable free-shipping threshold at purchase: $100
Shipping paid by customer: $0
Actual outbound shipping cost paid by us: $18
Customer later returns the merchandise because of a change of mind.
Where permitted by applicable law:
Merchandise value: $120
Actual outbound shipping cost: − $18
Estimated eligible merchandise refund: $102
Return shipping is also paid by the customer.
This example is for illustration only. Actual refund amounts depend on the merchandise returned, actual shipping costs, discounts, taxes, applicable law, and the circumstances of the order.
8. Partial Returns That Affect Free-Shipping Eligibility
If an order originally qualified for free shipping and the customer later makes a Customer-Initiated Partial Return, we may consider the value of the merchandise retained by the customer when determining the refund.
Where permitted by applicable law, if the partial return reduces the retained merchandise value below the free-shipping threshold that applied to the original order, the applicable actual outbound shipping cost may be deducted from the refund.
Example
Original free-shipping threshold: $100
Original merchandise order: $120
Customer received free shipping.
Customer later returns: $50
Customer keeps: $70
Because the retained $70 merchandise value would not have satisfied the original $100 free-shipping threshold, an applicable outbound shipping adjustment may be made to the return refund where permitted by law.
Again, these dollar amounts are illustrative only. The threshold that applied to the customer’s actual Shopify order or TikTok Live Sale at the time of purchase will control.
9. Customer-Initiated Exchanges
Because many natural stone pieces are unique or one of a kind, an identical replacement may not always be available.
If a customer requests an exchange because of personal preference, change of mind, wanting a different piece, or another reason not caused by an error on our part, the customer is responsible for:
1. Shipping the original item back; and
2. Shipping the replacement item to the customer.
10. Exchange of an Order That Originally Qualified for Free Shipping
If the original order qualified for free shipping and the customer later requests an exchange for a Customer-Initiated reason:
We will not separately recover the original outbound shipping cost solely because the customer chooses an exchange instead of a return.
However:
Return shipping of the original item → Customer responsibility
Shipping of the replacement item → Customer responsibility
The free-shipping benefit on the original order applies to the original qualifying shipment only.
It does not automatically provide free shipping for a replacement shipment requested because of personal preference.
Example
Original merchandise: $120
Original order qualified for free shipping.
Customer later decides they prefer another piece.
Original free-shipping cost → Not separately charged back solely because of the exchange
Return of original item → Customer pays
Shipping of replacement item → Customer pays
11. Price Differences on Exchanges
If the replacement item costs more than the original eligible exchange value, the customer must pay the difference before the replacement is shipped.
If the replacement item costs less, any eligible difference will be handled after the returned merchandise is received and inspected, subject to the applicable return and refund terms.
Shipping charges are handled separately under the exchange rules above.
12. Exchange Combined With a New Purchase
A customer may place a new order while an approved exchange is being processed.
However, only the value of newly purchased eligible merchandise counts toward the applicable free-shipping threshold of that new purchase.
The value of:
- Returned merchandise;
- Exchanged merchandise;
- Replacement merchandise; or
- Previous purchases
does not count toward the new free-shipping threshold.
Example
Suppose the applicable Shopify free-shipping threshold at that time is $100.
Replacement item value: $80
Customer newly purchases: $30
The customer cannot calculate:
$80 replacement + $30 new purchase = $110
for free-shipping purposes.
The qualifying new purchase is only:
$30
Therefore, the new order has not independently reached the $100 free-shipping threshold.
However, if the customer newly purchases $105 of eligible merchandise, the new purchase independently qualifies for the applicable free-shipping promotion.
If practical, we may ship the approved replacement item together with that qualifying new order without charging a separate additional outbound shipping charge for the replacement item.
The customer remains responsible for returning the original exchange item.
13. Live Sale Exchanges Cannot Use Shopify Purchases to Avoid Exchange Shipping
TikTok Live Sale and Regular Shopify Store shipping benefits cannot be transferred between order types.
Illustrative Example Only
Suppose:
TikTok Live Sale threshold: $50
Shopify Store threshold: $100
Customer buys:
Live Sale merchandise: $60
Shopify merchandise: $79
The Live Sale purchase qualifies for its Live Sale promotion.
The $79 Shopify purchase does not qualify for Shopify free shipping.
If the customer later requests a Customer-Initiated exchange of the Live Sale item, the $79 Shopify purchase cannot automatically be used to eliminate the replacement shipping charge.
The value of the exchanged or replacement Live Sale item also cannot be added to the $79 Shopify purchase to reach the Shopify threshold.
Only newly purchased eligible merchandise that independently satisfies the applicable free-shipping threshold may qualify for a new free-shipping promotion.
14. Seller-Responsibility Returns and Exchanges
The Customer-Initiated Return and Exchange rules above do not apply when the issue is confirmed to be our responsibility.
Examples may include:
- We sent the wrong item;
- The item is confirmed to be defective;
- The item is materially different from the product listing; or
- Another confirmed fulfillment error occurred on our part.
We will review the circumstances and provide an appropriate solution.
Depending on the situation, this may include:
- Replacement;
- Refund;
- Appropriate return shipping arrangements; or
- Another reasonable resolution.
Please do not arrange or pay for return shipping before receiving our instructions.
15. Damaged Items and Shipping Issues
Please inspect your order as soon as possible after delivery.
If your item arrives damaged, defective, incorrect, or materially different from the listing, please contact us as soon as possible at:
Where applicable, please provide:
- Order number;
- Clear photographs of the item;
- Close-up photographs of the affected area;
- Photographs of the outer packaging;
- Photographs of protective packaging; and
- Photographs showing any visible shipping damage.
Please keep the item and all packaging materials until the issue has been reviewed.
We may require this information to evaluate the issue and, where applicable, support a carrier claim.
16. Natural Stone, Crystal and Gemstone Characteristics
Many of our products are made from natural stone, crystal, gemstone, or other naturally occurring materials.
Natural characteristics may include variations in:
- Color;
- Pattern;
- Texture;
- Translucency;
- Mineral inclusions;
- Natural veins;
- Small pits;
- Surface characteristics; and
- Other naturally occurring features.
These characteristics are part of natural materials and do not necessarily constitute a defect.
Because natural stone is unique, no two pieces are exactly identical.
Colors may also appear slightly different because of photography, lighting, monitor settings, or mobile device displays.
This section does not limit your rights if an item is actually damaged, defective, incorrect, or materially different from the product listing.
17. Condition of Returned Items
Customers are responsible for securely packaging Customer-Initiated Returns.
We strongly recommend using a trackable shipping service and adequate protective packaging, especially for fragile stone and crystal items.
If returned merchandise is damaged, altered, incomplete, used beyond what is reasonably necessary to inspect it, or damaged because of inadequate return packaging, the refund may be reduced or denied to the extent permitted by applicable law.
18. Exceptions / Non-Returnable Items
Certain items may not be eligible for return, including:
- Custom-made items;
- Personalized items;
- Special-order items made or sourced specifically for a customer;
- Gift cards; and
- Other items that are legally exempt from return.
If you are unsure whether a particular item is eligible for return, please contact us before purchasing.
Nothing in this policy limits any mandatory consumer rights that cannot legally be waived.
19. Sale and Discounted Items
Unless otherwise clearly stated before purchase and permitted by applicable law, sale and discounted merchandise is subject to the same general return conditions described in this policy.
Refund calculations are based on the amount actually paid for the eligible merchandise after applicable discounts, rather than the original list price.
20. Refund Calculation and Disclosure Before Return
When a Customer-Initiated Return involves a non-refundable original shipping charge or a permitted outbound shipping deduction, we will provide the applicable return information before the customer sends the merchandise back.
Where reasonably possible, we will identify:
- The merchandise being returned;
- The applicable original shipping treatment;
- Any permitted outbound shipping deduction;
- Who is responsible for return shipping; and
- The estimated refund amount.
The final refund is determined after the returned merchandise is received and inspected.
21. Refund Processing
After we receive and inspect the returned merchandise, we will notify the customer whether the refund has been approved and confirm the eligible refund amount.
Approved refunds will be issued to the original payment method.
Applicable non-refundable shipping charges and permitted outbound shipping deductions described in this policy may be reflected in the final refund.
Please allow up to 10 business days after refund approval for processing.
Banks, card issuers, PayPal, and other payment providers may require additional time to post the refund.
If more than 15 business days have passed since we approved your refund, please contact:
22. Return Address
Approved returns must be sent only to the return address provided in our return authorization.
Do not send returns to an address found on a shipping label, package, website listing, payment record, or other source unless we have specifically confirmed that address for the return.
The appropriate return destination may vary depending on the order and circumstances.
The return address provided for a specific return is for return-routing purposes and is not necessarily the same as our legal or business address.
Nothing in this section replaces any business identity or address disclosure required by applicable law.
23. Applicable Law and Mandatory Consumer Rights
This policy is intended to describe our standard return, refund, exchange, and shipping practices.
Where federal, state, or other applicable law provides a customer with mandatory rights that cannot be waived or restricted by this policy, those mandatory rights will apply.
24. Questions
For questions regarding returns, exchanges, damaged items, shipping adjustments, or refunds, please contact:
Please include your order number whenever possible.