Refund policy

 

 

Thank you for shopping with RG Crystals Ltd. We are committed to the quality of our materials and your complete satisfaction. Please note that all refunds are processed securely through PayPal back to your original payment method.

 

SECTION 1: EUROPEAN UNION & EEA ORDERS

This section applies strictly to consumers located within the European Union (EU) and European Economic Area (EEA) under EU Directive 2023/2673.

1.1 Statutory Right of Withdrawal

If you are an EU/EEA resident, you have the legal right to withdraw from your purchase within 14 days from the date you (or a third party designated by you) received the physical goods. You do not need to provide a reason for this return.

1.2 How to Initiate an EU Return

To exercise your right, you must inform us of your decision through a clear statement. You can do this by using the "Withdraw Contract" electronic form located in our website footer, or by contacting our support team.

  • If you use this online function, we will send you a receipt confirmation by email without undue delay.

  • Once you submit your withdrawal request, you must ship the items back to us within 14 days.

1.3 EU Refunds & Fees

  • Full Refund: Upon receiving and verifying the returned item, we will issue a full refund of your purchase, including the original standard delivery costs.

  • Return Shipping Costs: The cost of return shipping is not covered by RG Crystals Ltd. The customer is fully responsible for paying all return freight, shipping fees, and local postal costs to send the item back to our facility.

  • Processing: Refunds will be credited back via PayPal within 14 days of us receiving the returned goods.

 

SECTION 2: INTERNATIONAL ORDERS (NON-EU)

This section applies to all customers located outside of the European Union and EEA.

2.1 Return Conditions & Window

For international orders, returns are accepted if you believe the item you received is not as described. You must request a return within 7 days of receiving your order by contacting our support team directly.

  • Once your return request is approved by our team, the item must be shipped back and received at our facility within 7 days of the approval date. (Please note: PayPal provides an independent 180-day window for buyers to open dispute claims for items that are significantly not as described).

2.2 International Refunds & Fees

  • Partial Refund: For all approved non-EU returns, refunds are issued minus the original shipping fees and any import duties or taxes collected at checkout. Customs duties and taxes paid to clear your shipment are non-refundable.

  • Return Shipping Costs: The cost of return shipping is not covered by RG Crystals Ltd. The customer is entirely responsible for all international return shipping costs, duties, and customs clearances.

  • Processing: Once the item is received and inspected in its original condition, your partial refund will be issued via PayPal.

 

SECTION 3: GENERAL TERMS

These terms apply globally to all orders, regardless of destination.

3.1 Gemstone Characteristics & Color Variance

We make every effort to ensure our professional product photography accurately captures the exact size, shape, and color of each gemstone. However, natural and lab-grown gemstones interact uniquely with different light sources.

Minor variations in shade, hue, or saturation can occur depending on ambient lighting conditions and your individual monitor or screen calibration settings. Consequently, minor color variances are considered standard material characteristics and do not qualify as an "item not as described" error for non-EU returns.

3.2 Address Accuracy & Non-Delivery

It is the customer's sole responsibility to provide a complete, valid, and accurate shipping address at checkout. RG Crystals Ltd does not offer refunds, PayPal reversals, or replacement items for packages that are misdelivered, lost, or returned to sender due to incorrect or incomplete address details provided by the buyer.

3.3 Policy Modifications

RG Crystals Ltd reserves the right to modify this policy at any time. Updates take effect immediately upon posting to our website and will apply to all subsequent transactions. Changes will not apply retroactively to orders already completed.