Refund policy

Custom Orders Are Final Sale

Every Crystal DIY Lab bracelet is made to the customer's selected materials, size, and design. Custom products are not eligible for change-of-mind returns or exchanges after shipment. This includes preference-based reasons such as an incorrect size supplied by the customer or dislike of normal variations in materials identified as natural crystal.

Materials identified as natural crystal can vary in color, pattern, clarity, size, and texture. These normal material and handcrafted variations are not defects.

Completion Photos Before Shipment

You may request completion photos by emailing hello@crystaldiylab.com promptly after placing your order. Include your order number. A photo request does not create a change-of-mind return right. Shipment should not be treated as paused unless support confirms the request for that order.

Damaged, Materially Defective, or Incorrect Items

If your order arrives damaged, materially defective, or different from what you ordered, contact us within 7 calendar days of delivery at hello@crystaldiylab.com. Include your order number and clear photographs of the item, packaging, and shipping label.

After review, we may repair, replace, or refund the affected item as appropriate. If an issue-based return is required, we will provide written instructions and cover reasonable return shipping. Do not send an item back before receiving authorization.

Cancellations and Changes

Because production can begin soon after an order is placed, contact us immediately if you need to cancel or change an order. We will try to help if production has not begun, but cancellation or changes cannot be guaranteed after production starts.

Approved Refunds

Approved refunds are issued to the original payment method. Your bank or payment provider may need additional processing time.

Authorized Returns Address

Crystal DIY Lab
No. 876 Heping Road
Tianfu New Area
Chengdu, Sichuan 610000
China

This address is only for an issue-based return that customer support has approved in writing. It must not be used for a change-of-mind return or an unapproved shipment.

Your Legal Rights

Nothing in this policy limits any mandatory rights or remedies available under applicable consumer law.

Customer service: hello@crystaldiylab.com · +1 283 236 1035