Refund policy
Return & Exchange Policy (Aiyah Crystals / aiyah.co)
Summary
- Returns for refund: within 14 days of delivery
- Exchanges or store credit: within 30 days of delivery
- Item must be unused, unworn, in original packaging, with tags/cards included
- Custom, made-to-order, and final-sale items are not returnable
- Natural variations in crystals are not defects
- If something arrives damaged or incorrect, we’ll fix it—on us
1) Eligibility
To be eligible, your item must be unused, unworn, and in the original packaging with any tags, cards, or gift boxes included. For hygiene and safety, earrings are returnable only if unworn and the sealed packaging is intact.
2) Timeframes
- Refunds: Request within 14 days of delivery.
- Exchanges / Store Credit: Request within 30 days of delivery.
- Defects or Wrong Item: Notify us within 7 days of delivery so we can make it right.
3) Non-returnable Items
- Custom / made-to-order pieces, resized items, or items altered at your request
- Final-sale or “last chance” items (marked on product page)
- Digital services, readings, workshops/events after they’ve occurred
4) Natural Materials & Variations
Our crystals are natural—color striations, inclusions, tiny fissures, and shape variations are part of their character and not considered defects.
5) How to Start a Return or Exchange
- Email support@aiyah.co with your order number and reason.
- We’ll reply with a Return Authorization (RA) and instructions.
- Ship the item back within 7 days of receiving your RA.
- Once received and inspected, we’ll process your refund, exchange, or store credit.
6) Costs & Refunds
- Change-of-mind returns: You’re responsible for return shipping. We recommend a trackable service.
- Our error / damaged on arrival: We cover return or replacement shipping.
- Refund method: Original payment method for refunds; e-gift card for store credit.
- Original shipping fees, duties, and taxes: Non-refundable unless due to our error.
- Please allow 3–5 business days after we receive your return to process it (your bank may take additional time to post the refund).
7) Exchanges
Want a different size, style, or stone? We’ll hold the exchange item for 7 days after issuing your RA. If it’s out of stock, we’ll provide store credit.
8) International Orders
International customers are welcome to return eligible items. Duties/taxes and return shipping aren’t refundable by us. For replacements due to damage or error, we’ll cover reshipment.
9) Gifts
Items marked as a gift at purchase can be returned for store credit to the gift recipient (or exchanged) within the timelines above.
10) Lost, Stolen, or Late Deliveries
Because our pieces are handmade to order, we do not issue refunds for packages that are lost, stolen, marked “delivered” but not received, or delivered later than the carrier’s estimate.
We’ll help you file a carrier claim and provide documentation. If a package is returned to us by the carrier (undeliverable/insufficient address), we can re-ship once it arrives back; additional postage will apply. If you’d like a replacement for a lost or stolen package, we can re-make the item at a discounted remake fee plus shipping (subject to materials availability).
11) Price Adjustments
If your item goes on sale within 7 days of purchase, we’re happy to offer a one-time price adjustment as store credit (excludes final-sale items and sitewide promotions).
12) Legal
This policy does not limit any rights you may have under applicable consumer laws in your region.
Questions? Email info@aiyah.co with your order number.