Last updated: September 13, 2026
Returns, Refunds & Cancellations
We make custom crystal jewelry to your selected design. We do not offer discretionary returns or exchanges for a change of mind after completion. The production-stage cancellation options below remain available, and this policy does not exclude remedies for defects, our mistakes or your legal rights.
Cancel Before or During Production
For voluntary cancellations, email support@crysique.shop with your order number. Before production begins, you may cancel for a full refund. After we notify you that production has begun, cancellation within the next 24 consecutive hours qualifies for a 70% refund of the amount paid, provided the piece has not been completed. After those 24 hours, but before completion, the refund is 50% of the amount paid. Once production is complete, we do not accept discretionary cancellations unrelated to a defect, our error or a legal right.
The 24-hour period runs continuously from our production-start notification; it is not measured in business days. We use the time your cancellation request reaches us, not the time we reply. These voluntary cancellation deductions do not apply where a full refund or another remedy is required by law, or where we cancel because we cannot fulfill the order.
Damaged, Defective or Incorrect Orders
If an item arrives damaged, defective, incorrect or materially different from the confirmed design, email support@crysique.shop with your order number and a description. Photos of the item and packaging help us investigate when reasonably available. Please report issues promptly; reporting after 48 hours does not by itself remove your legal rights.
We will assess the issue and provide the remedy required by applicable law, which may include repair, replacement, price reduction or refund. You will not be required to accept store credit instead of a refund to which you are entitled. If a return is required because of our error or a covered defect, we will arrange or reimburse the necessary reasonable return shipping.
Size, Design Choices & Natural Variation
Please check measurements, spelling, materials and arrangement before confirming a design. A correctly made piece is not eligible for a discretionary return solely because you selected the wrong size or changed your preference. Contact us to discuss whether an alteration is possible; any price must be agreed before work begins.
Disclosed natural differences in color and inclusions are expected. This does not excuse unsafe damage, a wrong material, an incorrect size made by us, or a material difference from the confirmed description.
Return Authorization & Address
Email us before sending a return so we can identify the order, explain the required steps and provide the correct address. Do not send returns to the company contact address or an address printed on the parcel unless we confirm it for your return. Keep proof of postage. These handling instructions do not remove any statutory return right.
Refund Processing
Approved refunds are returned to the original payment method, normally PayPal. We will confirm the refund amount and process it within any applicable legal deadline. PayPal or your bank determines when funds become visible. Statutory refunds include delivery charges where required by law.
Delivery Issues & Import Charges
Contact us if your parcel is missing or delayed; we will help investigate. See our Shipping Policy for estimates, import fees and address restrictions. A delivery problem does not automatically remove your rights.
Your Legal Rights
Nothing in this policy restricts mandatory consumer rights. Where the legal exception applies to goods made to your specifications or clearly personalized, the EU/UK change-of-mind withdrawal right does not apply; being made after an order alone does not automatically create that exception. Rights relating to faulty, damaged, misdescribed or non-conforming goods remain available, including repair, replacement, price reduction or refund as applicable. Our voluntary cancellation terms do not replace those rights.
Contact & Company Details
CRYSIQUE is operated by XINGYUAN ENTERPRISES.
Company contact address: 4124 Goshawk Ct, Indianapolis, IN 46254, United States.
Email: support@crysique.shop.
This is not an authorized return address. Contact us by email to obtain return instructions and the correct return address before sending an item.