Thank you for shopping at KexinCrystal. We are committed to providing our customers with high-quality products and excellent service. If for any reason you are not completely satisfied with your purchase, we are here to assist you. Please review our Refund and Returns Policy below.

1. Returns

We accept returns for most items within [30] days of the purchase date, provided that the item is unused, in its original packaging, and in resalable condition.

Return Eligibility

To be eligible for a return:

  • The item must be in its original condition (unworn, unwashed, and undamaged).
  • The product must be returned within [30] days of the delivery date.
  • All original packaging, tags, and accessories (if applicable) must be included.
  • The item must not be a final sale or a non-returnable item, such as personalized or customized products.

How to Initiate a Return

  1. Contact our Customer Service team at [Customer Service Email] within [30] days of receiving your order. Provide your order number and the item(s) you wish to return.
  2. Once your return request is approved, we will send you a return authorization and instructions on how to return the item(s).
  3. Pack the item securely in the original packaging (if possible) and include a copy of your order receipt.
  4. Ship the item back to the address provided by our Customer Service team. The customer is responsible for the return shipping cost unless the return is due to a defect or error on our part.

2. Refunds

Once we receive your returned item, we will inspect it to ensure it meets the return eligibility requirements. If your return is approved, we will issue a refund to your original method of payment. Please note:

  • Refund Processing Time: Once your return is approved, it may take up to [5-10] business days for the refund to be processed and appear on your bank statement or credit card statement.
  • Restocking Fee: In some cases, a [X]% restocking fee may be applied to the returned items. This will be deducted from the total refund amount.
  • Non-Refundable Items: Certain items, such as personalized products, gift cards, or clearance/discounted items, may not be eligible for a refund. These items are marked as “final sale” and cannot be returned or refunded.

3. Exchanges

We do not offer direct exchanges at this time. If you would like to exchange an item for a different size, color, or style, please follow our return process and place a new order for the item you want.

4. Defective or Damaged Items

If your item arrives defective, damaged, or incorrect, please contact us immediately at [Customer Service Email] with the following details:

  • Order number
  • Photos of the damaged or defective product
  • A description of the issue

We will review your case and arrange for a return, replacement, or refund at no extra cost to you. In the event that we determine the item is defective or damaged, we will cover the return shipping fees.

5. Late Returns

If more than [30] days have passed since your purchase, unfortunately, we cannot offer a refund or exchange. If your return is outside of the return window, please contact our customer support team to discuss possible alternatives.

6. Non-Returnable Items

Certain items are not eligible for return or refund. These include, but are not limited to:

  • Custom-made or personalized products
  • Clearance or final sale items
  • Gift cards and vouchers
  • Items that have been opened or used (such as beauty, health, or hygiene-related products)

Please ensure that you review the product details and descriptions before completing your purchase, as non-returnable items will be clearly indicated.

7. Refund Method

Refunds will be issued to the original method of payment. If you paid by credit card, the refund will be credited back to the same card. If you used PayPal or other payment services, the refund will be processed through the same service. Please note that it may take [5-10] business days for the funds to reflect in your account, depending on your payment provider.

8. Shipping Fees

Shipping costs are non-refundable. If you receive a defective or incorrect item and need a return, we will cover the return shipping fees. For all other returns, the customer is responsible for the return shipping costs.

9. Canceling an Order

If you wish to cancel your order before it is shipped, please contact us as soon as possible at [Customer Service Email]. If your order has already been processed or shipped, we will not be able to cancel it, but you may follow our standard return process once you receive the item.