Refund policy

Effective date: 06/01/2026

  1. Overview Emma’s Crystal Studio wants you to love your purchase. This policy explains returns, refunds, exchanges, cancellations, and related procedures for purchases of handmade crystals, suncatchers, and related items.

  2. Eligibility for Returns & Refunds

  • Damaged or Defective Items: If your item arrives damaged, broken, or defective, you are eligible for a full refund, replacement, or repair.
  • Incorrect Item Shipped: If we shipped the wrong item, we will provide a prepaid return label and ship the correct item at no extra cost.
  • Change of Mind / No Longer Needed: Returns are accepted within 14 days of delivery for most non-custom, unused items in original condition and packaging. Buyer pays return shipping unless otherwise stated.
  • Custom & Personalized Items: Custom, personalized, or made-to-order items are non-refundable unless they arrive damaged or defective.
  1. Timeframes
  • Report damaged, defective, or incorrect items within 7 days of delivery. Provide photos and order details.
  • For change-of-mind returns, initiate the return within 14 days of delivery. Items must be received by us within 21 days of delivery.
  1. How to Request a Return or Refund
  • Contact: Email ledportal.official@gmail.com with your order number, reason for return, and photos if item is damaged.
  • We will respond within 2 business days with instructions and, where applicable, a prepaid return label.
  • Pack item securely in original packaging where possible. Ship using a trackable service and keep your tracking number.
  1. Refund Processing
  • Once we receive and inspect the returned item, we will notify you and process the refund within 7 business days.
  • Refunds will be issued to the original payment method. Shipping charges are non-refundable except when the return is due to our error (damaged, defective, or wrong item).
  • If an item is returned used, altered, or damaged by the customer, we reserve the right to deny the refund or issue a partial refund.
  1. Exchanges
  • Exchanges for the same item (different color/size) are handled as a return and reorder. If stock allows, we will exchange without additional shipping for damaged or incorrect items.
  1. Cancellations
  • Orders may be canceled within 24 hours of placement. After 24 hours, cancellations are not guaranteed if the item has entered production/shipping.
  1. Shipping Costs & Responsibility
  • Customers are responsible for return shipping costs unless the return is due to our error.
  • We are not responsible for returns lost in transit — use a trackable shipping method.
  1. International Orders
  • International returns follow the same eligibility rules, but customers are responsible for return shipping and any customs duties. Refunds may be subject to currency conversion and processing times.
  1. Chargebacks
  • Please contact us first so we can resolve any issue. Unwarranted chargebacks may result in a dispute; we will provide transaction records to the payment processor.
  1. Changes to Policy
  • We may update this policy. The effective date at the top reflects the current version.
  1. Contact Emma’s Crystal Studio Email: ledportal.official@gmail.com