Return & Refund

At CrystalMoon, we want you to receive your order in perfect condition. Returns and refunds are accepted only for products that arrive damaged.

1. Damaged Products

If you receive a damaged product, you must contact us within 24–48 hours of delivery.

To request a refund or replacement, you must provide:

  • A continuous unboxing video recorded from before opening the parcel.

  • Clear photos/videos showing the damage.

  • Your order details.

The unboxing video is mandatory for verifying damage claims.

2. Refund or Replacement

Once the damage is successfully verified, you can choose either:

  • Full refund, or

  • Replacement product

If you choose a replacement, it will be shipped free of charge.

3. Refund Processing

Approved refunds will generally be processed within 24–48 hours after verification.

Refunds will be processed through Razorpay and credited to the applicable original payment method/account.

4. Non-Returnable Reasons

Returns or exchanges are not accepted for:

  • Change of mind

  • Product preference

  • Colour preference

  • Size or fitting issues

  • Product not being liked

  • Any reason other than verified damage

5. Damage Verification

CrystalMoon reserves the right to verify every damage claim. If the submitted evidence does not sufficiently establish that the product was damaged during delivery, the refund or replacement request may be rejected.

6. Important

Customers are strongly advised to record a clear, continuous unboxing video before opening the package. Claims without the required evidence may not be accepted.

For any return or refund assistance, please contact our Customer Care team through the contact details available on our website.