Return and Exchange Policy

Return and Exchange Policy

At Ceren Crystal s.r.o., we are committed to ensuring that you are completely satisfied with your purchase. If for any reason you are not happy with your item, we offer a straightforward return and exchange policy.

Returns

Eligibility:

  • Returns must be made within 15 days of the purchase date.
  • Items must be in their original condition, unused, and undamaged, with all original packaging and parts included.
  • Returns are only accepted for defective or incorrect products.

Process:

  1. Contact our support team at support@crystanova.com to initiate a return. Please provide your order number and the reason for the return.
  2. Once your return is approved, you will receive instructions on how to send the item back to us.
  3. Return shipping costs are the responsibility of the customer, unless the item is defective or we made an error with your order.

Refunds:

  • Once we receive and inspect your returned item, we will process your refund.
  • Refunds will be issued to the original payment method within 7-10 business days.
  • Shipping costs are non-refundable.

Exchanges

Eligibility:

  • Exchanges must be made within 15 days of the purchase date.
  • Items must be in their original condition, unused, and undamaged, with all original packaging and parts included.

Process:

  1. Contact our support team at support@crystanova.com to initiate an exchange. Please provide your order number and details of the item you wish to exchange.
  2. Once your exchange is approved, you will receive instructions on how to send the item back to us.
  3. Customers are responsible for shipping costs to return the item. We will cover the shipping cost for sending the new item only if you cover the return shipping for the exchange.

Conditions:

  • If the new item has a different value, we will adjust the price difference accordingly.
  • Exchanges are subject to availability. If the desired item is out of stock, you may choose another item or request a refund.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at support@crystanova.com with your order number and photos of the damage. We will arrange for a replacement or refund at no additional cost to you.

Contact Us

For any questions or assistance with returns and exchanges, please reach out to our support team:

📍 Ceren Crystal s.r.o.
V přístavu 1585/20, Holešovice (Praha 7), 170 00 Praha
📧 Email: support@crystanova.com

We are committed to providing you with the best customer service and ensuring your satisfaction with every purchase.