Informativa sui rimborsi

Refund Policy

At Helia Crystal, we want you to feel confident when ordering natural crystal products, sample orders, mixed lots, and selected wholesale items.

Returns

You may request a return within 30 days after receiving your order. To be eligible, the item must be unused, in the same condition as received, and returned with its original packaging and proof of purchase.

Please contact us before sending anything back. Returns sent without prior authorization will not be accepted. If your return is approved, we will provide return instructions and the applicable return address.

Because natural crystal products vary in color, texture, inclusions, shape, and size, natural variation that is consistent with the product description or order confirmation is not considered a defect.

Non-returnable items

Custom, made-to-order, personalized, specially packed, clearance, and gift-card orders are not eligible for return unless they arrive damaged, defective, or materially different from the confirmed order.

Damages, defects, and incorrect items

Please inspect your order when it arrives. If an item is damaged in transit, defective, missing, or incorrect, contact us promptly with your order number, photos of the item, outer packaging, shipping label, and any relevant unboxing evidence. After review, we will offer an appropriate resolution, which may include a replacement, refund, or store credit where applicable.

Return shipping and refunds

Return shipping responsibility and any refund amount depend on the reason for the return and the condition of the item. We will confirm the applicable arrangement before a return is sent.

After we receive and inspect an approved return, we will notify you of the result. Approved refunds are issued to the original payment method. Your bank or card issuer may require additional processing time.

European Union customers

For orders shipped to the European Union, statutory cancellation rights may apply. Please contact us before returning an order so we can provide the appropriate instructions.

Contact

For return questions or a return request, contact Helia Crystal at support@heliacrystal.com.