Refund policy

Effective Date: October 15, 2026

Thank you for shopping with Echo Crystal. We want you to be happy with every natural crystal carving you receive.

1. 14-Day Return Request Window

You may request a return and refund within 14 days of the delivery date shown by the carrier.

To begin a return, please email support@echo-crystal.com with:

  • Your order number
  • Your name and order email address
  • The reason for your request
  • Clear photos of the item and its original packaging
  • For transit damage, clear photos of the item, inner packaging, outer packaging, and shipping label

Please wait for our written return authorization and return address before sending an item back. Returns sent without authorization may not be processed promptly.

2. Return Eligibility

To be eligible for a return, items must be:

  • Unused, undamaged, and in resalable condition;
  • Returned with the original packaging, accessories, gifts, and included materials;
  • Securely packed to help prevent damage during return transit; and
  • Sent with a trackable shipping service. Please provide the tracking number after dispatch.

Natural crystals may vary in color, pattern, inclusions, texture, weight, size, and carving details. These natural and hand-carved variations are part of the character of the material and are not considered defects. Unless a product is expressly identified as the exact one-of-a-kind item shown, product images represent the product style and material characteristics, and the item received may have reasonable natural variation.

3. Non-Returnable Situations

Returns and refunds may not be accepted when:

  • The request is made more than 14 days after delivery;
  • The item has been used, damaged, altered, improperly cleaned, or is no longer in resalable condition;
  • Original packaging, accessories, gifts, or included materials are missing;
  • The concern relates only to normal natural-material or hand-carved variation;
  • Loss results from an incorrect or incomplete delivery address, package refusal, or failure to complete required customs procedures; or
  • The item is personalized, custom-made, or clearly marked as final sale, except where applicable law requires otherwise.

4. Damaged, Incorrect, or Defective Items

If your item arrives damaged, incorrect, or has a clear quality issue, please contact support@echo-crystal.com within 14 days of delivery.

Please include clear photos of the item, all packaging, and the shipping label. Once verified, we will provide an appropriate solution, which may include a replacement, partial refund, full refund, or return arrangement.

If the issue is confirmed to be our responsibility, we will cover reasonable return shipping costs when a return is required, or provide another mutually agreed solution.

5. Return Shipping and Duties

For returns due to a change of mind, preference, or an incorrect choice, the customer is responsible for return shipping, insurance, and any related cross-border costs.

For confirmed incorrect items, quality issues, or transit damage caused by our responsibility, Echo Crystal will cover reasonable return shipping costs or offer an agreed alternative solution.

Original shipping charges, customs duties, import taxes, and other destination-country charges are generally non-refundable unless the issue resulted from our error.

Please do not send returns using cash-on-delivery service. Returns sent collect without prior written approval may be refused.

6. Restocking Fee

No restocking fee will be charged for approved returns.

7. Refund Processing

After we receive and inspect your return, we will email you with the refund decision.

If approved, the refund will be issued to your original payment method within 3–5 business days. Your bank, card issuer, or payment provider may require additional time to post the refund.

If a returned item does not meet the conditions above, we will contact you to discuss the available options.

8. Order Cancellations

If you need to cancel an order, please contact support@echo-crystal.com as soon as possible. We will do our best to cancel and refund orders that have not entered processing or shipment.

Once an order has shipped, it will be handled under this Return and Refund Policy.

9. Contact Us

For return requests, refund questions, or order support, please contact:

Email: support@echo-crystal.com
Online Chat: You can also contact our customer service team through the live chat icon in the bottom-right corner of our website.

This policy does not affect any rights you may have under applicable consumer protection laws.