Refund policy

At Krystalign Co. we strive to provide exceptional customer service and make your shopping experience as smooth and effortless as possible. We understand that sometimes you may need assistance with your purchase, and we are here to support you through the process.

1. General Policy

Krystalign Co. has a no returns and no refunds policy except in cases where products are damaged during transit. This policy is in place to ensure the safety and integrity of our products, as well as to maintain fairness and transparency with all our customers.

2. Order Cancellations

Orders that you submit online are processed for manual payment capture. You may need to wait until you receive the confirmation for your cancellation to be complete. If you wish to cancel an order, please contact our customer support team promptly.

3. Shipping Refund

For items that are manufactured by another party and resold by us, please do not send such items back to the manufacturer. You are responsible for paying for all shipping costs for your returned item. Shipping costs are non-refundable. If you receive a refund, the cost of any return shipping will be deducted from your refund. We recommend using a trackable shipping service or purchasing shipping insurance for items of value.

4. Refunds and Exchanges

Damaged Items

If your product arrives damaged, please follow these steps to request a refund:

  1. Document the Damage

    • Immediately upon receiving the product, inspect it carefully for any signs of damage.
    • Take clear and detailed photographs of the damaged product and its packaging. Ensure that the images clearly show the nature and extent of the damage.

  2. Contact Customer Support

    • Email our customer support team at hello@krystalign.co within 48 hours of receiving the damaged product.
    • Include the following information in your email:
      • Your full name
      • Order number
      • A detailed description of the damage
      • Attached photographs of the damaged product and packaging

  3. Await Confirmation

    • Our customer support team will review your request and the provided evidence.
    • You will receive an email confirmation within 3-5 business days, acknowledging receipt of your request and providing further instructions.

Processing Refunds

After we have received your valid return, we will send you an email to notify you that we have received your returned item and notify you of the acceptance or rejection of your return.

If your return is accepted, we will provide one of the following within a reasonable time:

  • An exchange of merchandise for the item returned
  • A non-transferable merchandise credit
  • Another remedy that we determine in good faith is appropriate in the circumstances

Refunds will typically be processed within 7-10 business days from the date of approval. The exact time frame for the funds to appear in your account may vary depending on your bank or payment provider.

5. General Conditions

If you do not comply with any of the above conditions, we reserve the right to refuse the return or exchange, or to impose different or additional conditions.

To start a return, you can contact us at hello@krystalign.co. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

6. Exceptions / Non-returnable Items

Certain types of items cannot be returned, such as:

  • Perishable goods (such as food, flowers, or plants)
  • Custom products (such as special orders or personalized items)
  • Personal care goods (such as beauty products)
  • Hazardous materials, flammable liquids, or gases

Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

7. Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.

8. Contact Us

For any questions or concerns regarding our refund policy, please contact our customer support team:

Our knowledgeable and friendly customer service team is always here to assist you. Thank you for shopping with Krystalign Co.

Krystalign Co. reserves the right to modify this refund policy at any time. Changes and clarifications will take effect immediately upon their posting on the website. It is the responsibility of the customer to review the refund policy periodically for any updates.

Effective Date: 05/12/2023

By making a purchase with Krystalign Co., you agree to this refund policy.