If your order arrives with an issue, contact Helia Crystal with your order number and clear photos of the product, outer box, and packing material. We will review the details and reply with the next step based on the order situation and the confirmed store policy.
Change-of-mind and personal preference
Returns or refunds are not accepted for change-of-mind requests, personal preference, or dissatisfaction that is not caused by Helia Crystal and is not related to transit damage.
Natural variation
Natural stone pieces vary in color, pattern, surface texture, inclusions, size, and shape. These variations are part of the product's visual character and are not treated as defects unless the confirmed product description says otherwise.
Transit damage
If your item arrives damaged in transit, please contact Helia Crystal within 72 hours after delivery and provide clear photos of the item, outer box, and packing materials. We will review the case and help with an appropriate solution, which may include partial compensation or other support depending on the order situation.
Return eligibility
Please contact Helia Crystal before sending anything back. Returns sent without prior approval may not be accepted. If a return is approved after review, the item must be unused, safely packed, and in the same condition as received.