Refund and Returns Policy

Refund and Returns Policy

Last updated: July 17, 2026

At Cristamor, we stand behind the quality of every hand-cut crystal piece we create. This policy explains our refund and returns process.

30-Day Return Window

You may request a return within 30 days of receiving your order. To be eligible:

• The item must be unused and in its original condition.
• It must be in the original gift packaging with all accessories (brand card, cleaning cloth, 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, 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

1. Email us at info@cristamor.com with your order number and the reason for return.
2. We will send you a return authorization and shipping instructions.
3. Pack the item securely in its original packaging.
4. Ship to: Cristamor Returns, U-209, 2/F, Guangzhou Wing Airport Cultural Tourism Town.

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:

1. Take a photo of the damaged item and packaging within 7 days of delivery.
2. Email the photo to support@cristamor.com with your order number.
3. 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.

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’ll 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: U-209, 2/F, Guangzhou Wing Airport Cultural Tourism Town
• Hours: Mon-Fri, 10:00 – 21:00