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Return and Refund Policy

A brand of Izna Wellness Pvt. Ltd.

This Return and Refund Policy (“Policy”) governs all purchases made through the CrysTell Hub website, its office, its associated mobile applications, social media platforms, or any other authorised sales channel operated by Izna Wellness Pvt. Ltd. (“Company”, “we”, “us”, or “our”).

By placing an order for any product or service with us, you, the customer, acknowledge that you have read, understood, and agree to be bound by the terms and conditions set forth in this Policy, in conjunction with our Terms of Service and Privacy Policy.

For any queries, clarifications, or requests concerning this Policy, please contact our customer support team:

  • Email: orders@crystellhub.com
  • Mobile: +91 8800006786

1. MISTAKEN PAYMENTS

1.1. In the event of a payment made by mistake, such as a duplicate transaction or an incorrect amount transferred, the customer must submit a refund request to us at orders@crystellhub.com within 24 hours of the said transaction.

1.2. The request must be accompanied by valid proof of the transaction, including the transaction ID, date, time, and a clear explanation of the error.

1.3. Any request for a refund due to a mistaken payment received after the expiry of the 24-hour window shall not be entertained under this clause and will be addressed at the sole discretion of the Company.

1.4. Approved refunds for mistaken payments will be processed after deducting any applicable payment gateway charges or other transactional fees incurred by the Company.

2. MANDATORY UNBOXING VIDEO

2.1. A complete, unedited, and continuous unboxing video is a mandatory prerequisite for processing any claim related to damaged, defective, incorrect, or missing products.

2.2. The unboxing video must strictly adhere to the following requirements: a) The video must be recorded in a well-lit environment, ensuring clarity. b) The video must begin by showing the sealed and unopened package from all angles, with the shipping label and tracking information clearly visible. c) The process of opening the package must be recorded continuously, without any pauses, cuts, or edits. d) All items received within the package, including the product, its packaging, tags, accessories, and any accompanying documents, must be clearly displayed. e) The specific defect, damage, or discrepancy for which the claim is being made must be clearly shown and focused upon in the video.

2.3. The Company reserves the absolute right to reject any claim if the customer fails to provide a valid unboxing video, or if the provided video is found to be edited, manipulated, unclear, or does not comply with the conditions stipulated in Clause 2.2. The submission of a video does not guarantee the acceptance of a claim.

3. REPORTING OF DISCREPANCIES

3.1. Any issues with the received order, including but not limited to receipt of a damaged product, a wrong product, missing items, or any other delivery-related discrepancy, must be reported to us via email at orders@crystellhub.com within 24 hours from the official time of delivery as recorded by the courier partner.

3.2. The report must include the order number, customer details, a detailed description of the issue, and must be accompanied by the mandatory unboxing video and clear photographs of the product, packaging, and shipping label.

3.3. Claims reported after the 24-hour period will be summarily rejected, and the Company shall bear no liability for such issues.

4. PRODUCTS NOT ELIGIBLE FOR RETURN OR EXCHANGE

4.1. Notwithstanding anything contained in this Policy, the following products shall be considered final sale and shall not be eligible for return, refund, or exchange under any circumstances, except where required by non-excludable statutory law: a) Any crystal or healing product that has been customised, personalised, engraved, or prepared as per the customer's specific instructions. b) Any crystal or healing product that has been energised, charged, programmed, or spiritually activated for the customer. c) Products that have been used, worn, altered, washed, or damaged by the customer after delivery. d) Products returned without their original packaging, boxes, tags, certificates of authenticity, or any accessories originally included. e) Products for which the return or exchange request is initiated after the stipulated time frame. f) Any product sold under a promotional offer, sale, or with a discount, which is explicitly marked as "non-returnable" or "final sale".

5. SERVICES AND TRAINING NON-REFUNDABLE

5.1. All sales of services, including but not limited to consultations, workshops, courses, training programs, energy healing sessions, readings, or any other intangible services offered by CrysTell Hub or Izna Wellness Pvt. Ltd., are final and non-refundable.

5.2. Once a service has been purchased, scheduled, or partially rendered, no refunds, exchanges, or cancellations will be permitted, irrespective of the customer's attendance, participation, or satisfaction, unless explicitly stated otherwise in a separate written agreement or required by applicable law.

5.3. In exceptional circumstances, and at the sole discretion of the Company, a credit for future services of equivalent value may be offered in lieu of a refund.

6. RETURN AND EXCHANGE PROCEDURE

6.1. Initiation: To initiate a return or exchange, the customer must first contact us at orders@crystellhub.com with the required details and evidence as mentioned in Clauses 2 and 3.

6.2. Review and Approval: Our team will review the request, the unboxing video, and other supporting evidence. The Company shall, at its sole and absolute discretion, determine whether the claim is valid and if the product is eligible for return or exchange. The decision of the Company shall be final and binding.

6.3. Return Shipment: Once a request is approved in writing by our team, the customer will be provided with the return shipping address and instructions. The customer must ship the product back to us in its original, unused condition, with all original tags, boxes, and accessories. The customer is responsible for securely packing the product to prevent any damage during transit.

6.4. Quality Inspection: Upon receipt of the returned item, our quality assurance team will conduct a thorough inspection. The team will verify that the product is in the same condition as depicted in the unboxing video and that it complies with all return eligibility criteria.

6.5. Approval/Rejection: a) If the product passes the quality inspection, the exchange or refund process will be initiated. b) If the product is found to be used, damaged, altered, or missing any components, the Company reserves the right to reject the return/exchange. In such cases, the product will be shipped back to the customer at the customer's expense. The Company shall not be liable to process any refund or exchange for such rejected returns.

7. EXCHANGE TIMELINE

7.1. An exchange is subject to the availability of the product. If the product is in stock, the replacement item will be dispatched within 4-7 business days after the returned product has been received and approved by our quality team.

7.2. If the same product is not available, the customer may be offered a product of similar value or store credit, at the discretion of the Company.

8. REFUND TIMELINE AND PROCESS

8.1. A refund will be processed only in cases where a return is approved, and a replacement is not available or where the Company explicitly agrees to a refund.

8.2. Once a refund is approved after the quality inspection, the amount will be processed within 7-10 business days.

8.3. The refund will be credited to the original mode of payment used by the customer. The time taken for the credit to reflect in the customer's account may vary depending on the policies of the respective bank or payment gateway.

8.4. Shipping charges, cash-on-delivery fees, and gift-wrapping charges are non-refundable. For any return, the original shipping charges will be deducted from the refund amount, unless the return is due to an error on the part of the Company (e.g., damaged product received, wrong product shipped).

9. GOVERNING LAW AND JURISDICTION

9.1. This Policy and any disputes arising out of or in connection with it shall be governed by and construed in accordance with the laws of India.

9.2. Any legal action, suit, or proceeding arising out of or relating to this Policy shall be subject to the exclusive jurisdiction of the competent courts in Haryana.

10. AMENDMENT OF POLICY

10.1. Izna Wellness Pvt. Ltd. reserves the right to amend, modify, or update this Return and Refund Policy at any time without prior notice. The updated policy will be effective immediately upon being posted on our website. Customers are advised to review this Policy periodically.
By purchasing from CrysTell Hub, you agree to this Return and Refund Policy.