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Return & Refund Policy

Last updated: May 22, 2026

At Gentle Crystals, we are committed to delivering natural crystal products of the highest quality. Please read our return and refund policy carefully before making a purchase.

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14–30 Day Return Window

We accept returns within 14 to 30 days of the delivery date, provided the following conditions are met:

• The item is unused and in its original condition, with all original packaging, labels, and accessories intact
• The item is suitable for resale (no signs of use, damage, or alteration)
• Required video documentation is submitted at the time of return request (see below)

Returns that do not meet these conditions will not be accepted. Fraudulent, abusive, or bad-faith return requests will be rejected and may be reported to the relevant authorities.

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Required Video Documentation

To protect both buyers and sellers, video evidence is required for all return requests. Please ensure you have the following before submitting a return:

For all returns (buyer's remorse / change of mind):

✅ Unboxing video — a continuous, unedited video showing the sealed package and the full unboxing process ✅ Repacking video — a continuous video showing the item being securely repacked in its original packaging before return shipment

For damaged or incorrect items:

✅ Unboxing video — clearly showing the condition of the package upon arrival and the item as it is revealed ✅ The video must be recorded in a single, uninterrupted take from the moment the outer packaging is opened

Returns for damaged or incorrect items without a valid unboxing video cannot be processed.

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Return Shipping Costs

For buyer-paid returns, we recommend using a trackable shipping method. Gentle Crystals is not responsible for return packages lost in transit.

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Refund Process

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund within 3 business days.

• Approved refunds will be processed to your original payment method within 5–7 business days
• Shipping fees paid at checkout are non-refundable (except in cases of damaged or incorrect items)
• A handling fee of 2% of the product price applies to all change-of-mind returns

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Non-Returnable Items

The following items are not eligible for return:

• Items returned after the 30-day window
• Items showing signs of use, wear, or damage caused by the buyer
• Items without original packaging or missing labels
• Custom or personalized crystal orders
• Returns deemed fraudulent, abusive, or made in bad faith

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How to Start a Return

For all return and refund enquiries, please contact our customer service team directly — we're happy to assist.

📧 david670778@gmail.com

Our team will respond within 1–2 business days with return instructions. Please include your order number and reason for return in your message.

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Natural Crystal Disclaimer

Natural crystals are unique geological specimens. Minor variations in color, texture, inclusions, and size are inherent characteristics of natural stones and are not considered defects. These variations are clearly noted in our product descriptions and do not qualify as grounds for return.

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Gentle Crystals — Singapore | www.gentlecrystals.com