All wholesale purchases are considered final. However, we understand that exceptions may be necessary, and return requests are reviewed on a case-by-case basis. We have strict quality control processes across multiple departments to ensure every wholesale crystal order meets your expectations. If an issue does occur, we are committed to resolving it quickly and fairly.
Return Policy
Return authorizations are granted at our discretion. If a return is approved:
- Returned items may be subject to a restocking fee, deducted from your refund
- Original shipping charges are non-refundable
- All return shipping arrangements and costs are the responsibility of the customer
- Items must be returned within 30 days of delivery
We recommend ordering samples before committing to large bulk crystal orders. Single units or smaller quantities ordered as samples may be eligible for return with prior approval before the order is placed. Contact us to discuss sample eligibility.
Exchange Policy
Exchanges or substitutions are available with prior written approval only. Return shipping costs are the customer’s responsibility, and a restocking fee may apply to some items.
What Should I Do If There Is a Problem With My Order?
Step 1 — Check Your Delivery Immediately
Upon receiving your shipment, please do the following before signing:
- Confirm the number of packages matches your shipping document
- Check that all packages are undamaged and intact
- Do not sign for delivery if you notice any obvious damage
Step 2 — Inspect Your Order
Once received, check all items against the packing list included in each carton. Report any issues to us within 7 days of delivery — complaints submitted after this window cannot be processed.
Step 3 — Submit Your Complaint
Email us at sales@crystalswholesaleusa.com with the following information depending on your issue:
- Quality problem — describe the defect, quantity affected, and include close-up photos
- Wrong color — send clear photos and state the quantity
- Wrong items received — send photos of the items received
- Quantity shortage — provide photos with a scale showing weight of individual and total items
- Wrong size — send photos with a ruler or calipers showing the actual size
- Packaging issue — reference the item number and include a photo
- Broken items — confirm quantity and send close-up photos; refunds will be issued once confirmed
- Missing items — check all corners and boxes first, then provide total received weight and packing list photos
Damaged, Missing, or Incorrect Items
If your wholesale crystal order arrives damaged, incomplete, or contains incorrect items, please contact us immediately. You must notify us within 48 hours of delivery. We will arrange a replacement or apply a credit to your account. You will not be responsible for return shipping costs in these cases.
Important Notes
- All complaints must be submitted within 7 days of receiving your order
- If we do not receive a reply or confirmation of our proposed solution within one month, the complaint will be considered resolved
- Returns and remakes will only be arranged after the returned parcel is received
The following complaints are not accepted:
- Weight or length discrepancies within 1.5% of the total
- Errors caused by the buyer selecting the wrong product, size, or weight
- Complaints submitted more than 7 days after delivery
How to Initiate a Return or Submit a Complaint
Email us at sales@crystalswholesaleusa.com and we will provide you with a return address and further instructions. Please include your order number, a description of the issue, and supporting photos.
