Refund policy

Effective Date: 2026-08-06

At Echo Crystal, we are committed to providing high-quality products and a reliable shopping experience. If you are not completely satisfied with your purchase, please review our return and refund policy below.

1. Return Period

We accept return requests within 15 days from the date your order is delivered.

Please note that we currently do not offer product exchanges, except for cases where we have shipped the wrong item or the product has a verified quality issue.

2. Return Eligibility

To be eligible for a return, the item must:

  • Be unused and in its original condition.
  • Include original packaging, accessories, and product information.
  • Be returned with proof of purchase or order details.

Before returning any item, please contact our customer service team for approval.

3. Product Conditions

Non-Defective Conditions (Not Eligible for Return)

Due to the natural characteristics of crystal and mineral products, the following are considered normal variations and are not treated as product defects:

  • Natural ice cracks
  • Natural mineral inclusions
  • Natural color variations or color roots
  • Size variations within ±5 mm

These natural features are unique characteristics of the material and are not eligible for return or refund.

Quality Issues (Eligible for Return)

Returns may be accepted for the following verified quality issues:

  • Product damage caused during shipping (such as broken items)
  • Significant collision damage or non-natural chips
  • Incorrect product, style, or material shipped

Customers are required to provide clear photos or videos of the issue for verification.

4. Non-Returnable Items

The following items cannot be returned:

  • Discounted or promotional items
  • Customized or personalized products
  • Any product clearly marked as non-returnable on the product page
  • Free gifts included with orders

5. Return Shipping Costs

Quality Issues or Incorrect Items

If the product arrives damaged due to shipping or we send the wrong product, please contact us with your order number and supporting images.

After verification:

  • We will accept the return request.
  • We will cover the original shipping cost and approved return shipping costs.
  • For incorrect items, customers may choose an approved return or replacement solution.

Customer-Initiated Returns

For returns caused by personal reasons (such as ordering the wrong item, changing your mind, or no longer needing the product):

  • The customer is responsible for return shipping costs.
  • Any additional shipping costs for resending products will also be covered by the customer.

6. How to Request a Return

To start a return request, please follow these steps:

1. Contact our customer support team at: Email: ting@echo-crystal.com

2. Provide your:

  • Order number
  • Reason for return
  • Photos or videos showing the product condition (if applicable)

3.Our team will review your request within 1–3 business days.

4.Once your return request is approved, please send the product back according to the return instructions provided in our confirmation email.

Please use a trackable shipping method when returning items. We are not responsible for returned packages that are lost, damaged, or incorrectly delivered when an untraceable shipping method is used.

7. Return Process

The return process includes:

  1. Contact customer service for return registration.
  2. Provide product photos and order information.
  3. Receive return approval confirmation.
  4. Ship the item back to the provided return address.
  5. Product inspection after arrival.
  6. Refund processing or approved replacement arrangement.

8. Refund Processing

Once we receive and inspect your returned item, we will notify you within 1–3 business days regarding the approval status of your refund.

If approved:

  • Your refund will be issued to the original payment method.
  • Please allow additional processing time from your bank or credit card provider.

Refunds typically appear within 6–8 business days, depending on your payment provider's processing time.

9. Contact Us

If you have any questions regarding returns or refunds, please contact us:

Email: ting@echo-crystal.com

We are happy to assist you with your order and provide support.