Returns and Complaints

RETURNS AND COMPLAINTS

At CRYSTALLOVE, we believe in the highest quality of our products and want every beauty ritual to bring you only positive experiences. However, we understand that you may sometimes change your mind. Do you want to return or complain about a product? You can do it quickly and without unnecessary complications. Check how to do it step by step.

RETURNS (Withdrawal from the contract)

  • Time for return: You have 14 days to withdraw from the contract and send the package to us, counting from the day of receipt of the shipment.
  • Product condition: The returned goods must be unused and in their original, branded packaging.
  • Important - hygiene rules: Due to the nature of our products (massagers, cups, cosmetics), we do not accept
    returns of products unpacked from protective foils and used (in accordance with Article 38 point 5 of the Consumer Law).
  • Gifts with orders: If a free gift was included with your order and, after the return, the order value drops below the threshold entitling you to receive it, you must also return this gift. Otherwise, its market value will be deducted from the refund amount.
  • Return costs: The cost of returning the shipment is borne by the Buyer

How to make a return?

  1. Fill in the [Return Form] and put it in the package.
  2. Secure the products so that they are not damaged during transport (stones are fragile!).
  3. Send the shipment to the address: GET GLOWING, R.Felińskiego 1/U1, 81-578 Gdynia

    EXCHANGES
  • Exchanges in our store consist of making a return and placing a new, independent order.

COMPLAINTS

Please remember that our products are made of natural minerals. Small differences in color, turbidity, or inclusions in the stone are completely natural and do not constitute a product defect.

Key complaint conditions:

  • Exclusions: Products received free of charge (freebies and gifts) are completely excluded from the right to complain.
  • Allergies: Hypersensitivity or an allergic reaction to the delivered goods (cosmetics, metals, stones) is not considered a defect in the goods. Please read the composition/specification before use.
  • Transport damages and shortages: Mechanical damages occurring during transport or ascertained shortages in the shipment must be reported immediately, no later than 7 days from the moment of receipt of the order. After this period, complaints regarding shortages will not be considered.
  • Reporting time: You have 2 years from the date of purchase to complain about other defects. We respond within 14 days.

How to submit a complaint?

  1. Send an e-mail to: sklep@crystallove.pl (in the subject line: "Complaint – [Order number]").
  2. Describe the defect and attach photos/video: This often allows us to resolve the matter without the need to return the goods!
  3. If we ask you to send the product back, send it to the address: GET GLOWING, R.Felińskiego 1/U1, 81-578 Gdynia. The shipping costs of an accepted complaint are covered by the store.

    Do you have additional questions? Contact us by phone at +48 575-136-119 or via email:
    sklep@crystallove.pl. We are at your disposal.

 

Return form (withdrawal from the contract)
Complaint form