Refund and Returns Policy
Last updated: August 31, 2026
At Cristamor, every piece of hand-cut K9 optical crystal is crafted to last a lifetime. We want you to love what you receive – and if anything isn’t right, this policy explains how we’ll make it right.
30-Day Return Window
You may request a return within 30 days of delivery for any non-personalized item. To be eligible:
- The item must be unused and in its original condition.
- It must be returned in its original gift packaging with all accessories (brand card, cleaning cloth, certificate, etc.).
- A receipt or proof of purchase is required.
Personalized & Engraved Items
Due to the custom nature of engraved products, personalized items are final sale and cannot be returned or exchanged. This includes any glass with custom names, dates, zodiac signs, or messages engraved.
However, if your engraved item arrives damaged or defective, we will replace it free of charge – no need to return the original. Simply send us a photo within 7 days of delivery.
Non-Returnable Items
- Personalized / engraved products (unless damaged or defective)
- Gift cards
- Items returned more than 30 days after delivery
- Items not in original condition or missing packaging
How to Start a Return
- Email us at info@cristamor.com with your order number and the reason for return.
- We will send you a return authorization and shipping instructions within 1-2 business days.
- Pack the item securely in its original gift packaging.
- Ship to: Cristamor Returns, 916 Ruifeng Bldg, 56 Yunshan Ave, Huadu, Guangzhou, China.
Please do not send your purchase back without contacting us first.
Refund Process
Once we receive and inspect your returned item, we will email you to confirm approval or denial of your refund. If approved, the refund will be processed to your original payment method within 5-10 business days.
Damaged or Defective Items
Every Cristamor piece is hand-checked before shipping and packed with triple-layer protection. If your item arrives damaged:
- Take a photo of the damaged item and packaging within 7 days of delivery.
- Email the photo to info@cristamor.com with your order number.
- We will send a replacement at no cost – no need to return the broken piece.
Exchanges
We only replace items if they are defective or damaged. If you wish to exchange a non-personalized item for a different pattern or style, please follow the return process above and place a new order for the desired item.
Shipping Costs
- Return shipping: The customer is responsible for return shipping costs unless the item was damaged or defective.
- Original shipping: Original shipping charges are non-refundable.
- Free shipping threshold: Orders over $49 USD qualify for free shipping (non-returnable once fulfilled).
Sale Items
Only regular-priced items may be refunded. Items purchased on sale or with a discount code may be returned for store credit only, not a full refund.
Gift Returns
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
Contact Us
For any return or refund questions, please contact us:
- Email: info@cristamor.com
- Address: 9/F Ruifeng Bldg, 56 Yunshan Ave, Huadu, Guangzhou, China
- Hours: Mon-Fri, 10:00 – 21:00 (GMT+8)