Refund Policy – Your Satisfaction Guaranteed at Eve Crystals
At Eve Crystals, we understand the importance of customer satisfaction. We strive to provide the highest quality products and services to our valued customers. Our refund policy is designed to ensure that you are completely satisfied with your purchase. In this article, we will walk you through our refund policy in detail, addressing important points and answering frequently asked questions.
1. Eligibility for Refunds
We want you to have a positive shopping experience with us. If you are not entirely satisfied with your purchase, we offer a hassle-free refund policy. To be eligible for a refund, please note the following criteria:
1.1 Damaged or Defective Items
If you receive a damaged or defective item, we will gladly provide a full refund or replacement. Please notify us within 48 hours of receiving the product and provide photographic evidence of the damage or defect.
1.2 Incorrect Items Received
In the rare event that you receive an incorrect item, we apologize for the inconvenience. Please contact our customer support team within 48 hours of receiving the package, and we will arrange for the correct item to be sent to you, or a refund to be issued.
1.3 Dissatisfaction with Product
If you are dissatisfied with your purchase for any reason other than the above-mentioned cases, you may be eligible for a refund. Please note that certain conditions apply, which are further explained in the subsequent sections.
2. Non-Refundable Items
While we strive to provide the best service possible, there are certain items that are non-refundable. These include:
- Earrings (due to hygiene reasons)
- Custom-made or personalized items
- Sale or clearance items
Please ensure that you carefully review product descriptions and specifications before making a purchase.
3. Refund Process
We want to make the refund process as smooth as possible for you. Here’s how it works:
3.1 Contacting Customer Support
To initiate a refund, please reach out to our customer support team via email at support@evecrystals.com or through our website’s contact form. Provide your order number and a detailed explanation of the reason for the refund request.
3.2 Verification and Confirmation
Our customer support team will review your request and may require additional information or evidence to validate your claim. We strive to process refund requests within 2 business days.
3.3 Refund Options
Once your refund request is approved, we offer two refund options:
- Store Credit: You can choose to receive store credit, which will be added to your Eve Crystals account and can be used for future purchases.
- Original Payment Method: If you prefer, we can issue a refund directly to the original payment method used during the purchase.
Please note that the processing time for refunds may vary depending on your payment provider.
4. Return Shipping
4.1 Damaged, Defective, or Incorrect Items
In the case of damaged, defective, or incorrect items, we will cover the return shipping costs. Our customer support team will provide you with a prepaid shipping label and instructions for returning the product.
4.2 Dissatisfaction with Product
If you are dissatisfied with a product for reasons other than damage, defect, or incorrect item, you will be responsible for the return shipping costs. We recommend using a trackable shipping service to ensure that the item reaches us safely.
5. Conditions for Refunds
To ensure a fair refund process, we have established the following conditions:
- The item must be returned in its original packaging, along with any accessories or documentation.
- The item must be unused, in the original condition, and free from any signs of wear or damage.
- The return must be initiated within 14 days of receiving the product.
Once we receive the returned item and verify its condition, we will process the refund according to your chosen refund option.
6. Our Commitment to Customer Satisfaction
At Eve Crystals, we value our customers and their satisfaction is our top priority. We strive to provide high-quality products, excellent customer service, and a seamless shopping experience. If you have any questions or concerns regarding our refund policy or any other aspect of your purchase, please don’t hesitate to reach out to our friendly customer support team. We are here to assist you and ensure your complete satisfaction.
Frequently Asked Questions (FAQs)
1. Can I return a custom-made or personalized item? No, unfortunately, custom-made or personalized items are non-refundable unless they are damaged or defective upon arrival.
2. How long does it take to process a refund? We aim to process refund requests within 7 business days. However, the actual time it takes for the refund to be reflected in your account may vary depending on your payment provider.
3. Can I get a refund if I simply change my mind about a product? If you change your mind about a product, you may be eligible for a refund under certain conditions. Before it has shipped, once order is shipped it can not be returnd.
4. What happens if I receive a damaged item? If you receive a damaged item, please contact our customer support team within 48 hours of receiving the package. We will arrange for a full refund or replacement, and we may require photographic evidence of the damage, please take a video while unboxing the product or take a photo.
5. Can I exchange a product instead of getting a refund? Yes, in some cases, we may be able to offer an exchange for a different product. Please contact our customer support team to discuss your options and arrange the exchange.