Replacement Policy

Our Replacement Policy

At Crystals by Riya, every piece is carefully quality-checked and securely packed before dispatch. Please note that we do not offer returns or refunds. We only offer a free replacement if the product reaches you in a damaged or broken condition, or if you receive the wrong item.

1. When a Replacement Applies

You are eligible for a free replacement only if:

• The product arrives in a damaged or broken condition, or
• You received a wrong or incorrect item.

2. How to Request a Replacement

• Contact us within 48 hours of delivery with your order number.
• Share a clear, uninterrupted unboxing video along with photos that clearly show the damage or the incorrect item. A valid unboxing video is required to process any claim.
• Our team will review your request and confirm the replacement within 48 hours.
• Once approved, we will arrange pickup of the affected item and dispatch a replacement at no extra cost.

3. No Returns or Refunds

We do not accept returns or provide refunds for change of mind, size, colour, or any reason other than a damaged or wrong item as described above. Please review the product details, dimensions, and images carefully before placing your order.

4. Situations Not Eligible for Replacement

• Natural variations in colour, shape, size, texture, or inclusions of genuine crystals and stones — these are unique to each piece and are not defects.
• Damage caused by wear, misuse, or improper care after delivery.
• Claims raised after 48 hours of delivery, or without a valid unboxing video.

5. Order Cancellation

You may cancel your order within 2 hours of placing it, provided it has not yet been dispatched. Once dispatched, orders cannot be cancelled.

6. Contact Us

For any replacement request, reach out to us via the contact details on our website. We aim to respond within 24 hours on business days.