Return Policy

At crystalquenn.com, we accept returns in accordance with the terms below.

  1. Return Eligibility

To be eligible for a return:
The item must be returned in its original condition
The item must be unused, unworn, and free from damage caused after delivery
The item should be returned with original packaging where reasonably possible
The return request must be submitted to our customer service team before the item is sent back

  1. Return Authorization

Before returning any item, you must contact us at service@crystalquenn.com to request return instructions. Returns sent without prior authorization may experience delays in processing.

  1. Return Address

Approved returns must be sent to the designated return location below unless our support team provides a different written instruction:

New Territories, Cheung Chau, Sun Hing Back Street, Hong Kong

  1. Return Shipping Costs

Unless the return is due to a wrong item, damaged item, or another confirmed fulfillment issue on our side, customers are responsible for the return shipping cost.

Original shipping fees are non-refundable unless otherwise required by law or unless the return is due to our error.

  1. Non-Returnable Situations

We may decline returns in the following situations:
Items returned without prior contact or authorization
Items that show signs of use, wear, damage, or alteration after delivery
Items returned with missing parts or packaging where such absence materially affects the item
Items returned to an incorrect address without our authorization

  1. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact us at service@crystalquenn.com within a reasonable time after delivery. Please include your order number and clear photos of the issue so we can review and assist you.

  1. Refund Processing

Once the returned item is received and inspected, we will notify you of the refund status. If approved, the refund will be issued to the original payment method. Processing time may vary depending on your payment provider.

  1. Exchanges

We do not guarantee direct exchanges. If you would like a different item, please contact customer service for assistance.

  1. Contact

For return assistance, please contact:
service@crystalquenn.com