Exceptions / non-Returnable items Policy

At Sunmoonstar, we want you to love your  crystal products. However, due to the nature of our products, the following items are final sale and non-returnable / non-refundable unless they arrive damaged or defective.

Non-returnable items:

1. Customized / Personalized Products

Any item that has been custom made, engraved, carved, or specially adjusted for the buyer is non-returnable and non-refundable unless we made an error in the customization.

2. Clearance / Final Sale Items

Products marked as “Clearance,” “Final Sale,” or “Non-returnable” on the product page cannot be returned or refunded.

3. Used or Altered Products

Products that have been worn, used, resized, or altered in any way by the buyer cannot be returned or refunded.

4. Products Without Original Packaging

For hygiene and safety reasons, any item returned without its original protective packaging, tags, or certificates of authenticity may be rejected.

5. Perishable or Hygiene-Related Items

Crystal jewelry intended for piercing or direct skin contact (e.g., earrings, body jewelry) that has been opened or worn cannot be returned.

6. Shipping Rejection / Failed Delivery

If the buyer refuses the delivery, fails to pick up the package, or provides an incorrect address, the shipping cost and any return shipping fees will be deducted from the refund, and the item may be treated as non-returnable if damaged during return transit.

Return conditions for non-exempt items:

• All other return requests must be made within 7 days of delivery.

• The item must be unused, unaltered, and in its original packaging with all tags and certificates.

• The buyer is responsible for return shipping costs unless the return is due to our error or a defective product.

Damaged or defective crystals:

If your order arrives broken, or contains verifiable craftsmanship defects, please contact us within 48 hours of delivery with photos and your order number. We will provide a replacement or a full refund after review.

 

Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at service@sunmoonstarcrystal.com. Please note that returns will need to be sent to the following address: [china, guangdong province ]

If your return request is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at service@sunmoonstarcrystal.com

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products).  Please get in touch if you have questions or concerns about your specific item.

Exchanges

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

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.You’ll also need the receipt or proof of purchase 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at service@sunmoonstarcrystal.com.