Refund policy

Crystalicious is operated in India by Akaame Export Private Limited.

Last updated: 1 October 2026

This policy applies to all orders placed on crystalicious.shop (including when accessed via in.crystalicious.co) and delivered within India. It does not apply to orders placed on the Crystalicious UAE store (crystalicious.co). Orders placed through third-party marketplaces follow that marketplace's return policy.

1. Policy at a glance

• Change of mind on full-price items: within 7 days of delivery. You receive a size or style exchange, or a credit note. Return shipping is paid by you.
• Damaged, wrong or incomplete order: report within 48 hours of delivery, with an unboxing video. You receive a replacement or store credit. Return shipping is paid by Crystalicious.
• Manufacturing defect: report within 7 days of delivery. You receive a repair, replacement or store credit after inspection. Return shipping is paid by Crystalicious.
• Order delivered after the promised date: within 7 days of delivery. You receive store credit. Return shipping is paid by Crystalicious.
• Bags, sale or customised items (change of mind): not eligible.

2. Returns and exchanges for change of mind

Full-price, non-customised products can be returned within 7 days of delivery in exchange for a different size or style, or for a credit note. Change-of-mind returns are not refunded to your bank account or original payment method.

To qualify, the product must be:

• Unused, unworn and in the same condition in which you received it
• Footwear: tried on indoors only, on a clean surface. Shoes with marked, scuffed or dirty soles, or with signs of outdoor wear, cannot be accepted.
• Bags: free of marks, scratches, perfume or cosmetic stains, with all internal fillers and detachable straps or chains returned
• In original packaging with all tags attached, including the shoe box or dust bag and any spare-stone pouch supplied with the product
• Returned with a copy of the order invoice

For footwear size exchanges, please check the Size Guide on the product page before ordering.

3. Final-sale items

The following products are final sale and are not eligible for exchange, credit note or refund on a change of mind:

• All bags, including clutches, satchels, crossbody, baguette and doctor bags
• Customised or personalised products
• All products purchased from the Sale section or at a marked-down price. First-order welcome discounts (such as WELCOME15) do not make a product final sale: products bought with a welcome discount follow the standard return and exchange terms in Section 2.
• Gift cards

Final-sale status does not limit your rights under Section 4. If a final-sale item arrives damaged, defective or wrong, it is fully covered.

Where a customised product needs an adjustment that falls within our scope of work, we may carry it out at our discretion.

4. Damaged, defective, wrong or incomplete orders

Every order goes through a quality check before dispatch. If your order arrives damaged, defective, different from what you ordered, or with items missing:

1. Contact us within 48 hours of delivery at support@crystalicious.co or on WhatsApp at +91 98191 65927 with your order number, clear photos of the product, and a continuous, unedited unboxing video. The video must start with the sealed package, show the shipping label and the intact seal, and continue until the product is fully unpacked. An unboxing video is mandatory for claims of missing items, wrong items or transit damage; claims without it may not be accepted.
2. We will review your claim and respond within 2 working days.
3. Once approved, we will arrange a free reverse pickup from your delivery address.
4. You may choose a replacement (subject to stock availability) or store credit for the full amount paid.

Manufacturing defects: Some manufacturing defects only become apparent when a product is first used, such as a heel or sole separating, a strap or clasp failing, or embellishments coming off in large numbers. These must be reported within 7 days of delivery with photos. We will inspect the product and, if we confirm a manufacturing defect, repair or replace it. If neither is possible, we will issue store credit for the full amount paid. Issues reported after 7 days, and any damage resulting from normal wear and tear, misuse, water or improper storage, are not treated as manufacturing defects. This is not a warranty; it sets out how we handle defects present at the time of sale.

This section applies to all products, including bags, sale and customised items.

Late delivery: If your order is delivered after the delivery date communicated to you at checkout or in your shipping confirmation, you may return it within 7 days of delivery for store credit, and we will bear the return shipping cost. This does not apply where the delay was caused by events beyond our reasonable control, such as natural calamities, government-imposed restrictions or other force majeure events.

5. Handcrafted products

Crystalicious products are handcrafted, with hand-applied zari work, embroidery and rhinestone embellishment. Minor variations in stone placement, embroidery, finish and colour shade (including differences caused by screen display) are a natural part of handcrafting and are not considered defects.

Embellished products are supplied with spare stones so that you can replace any that come loose during normal use. If you would prefer us to carry out the repair, we can do so for a repair charge, which we will confirm with you before starting any work. Shipping to and from us for repairs is at your cost. Damage caused by misuse, water or improper storage is not covered.

If stones or embellishments come loose in large numbers within 7 days of delivery, indicating a manufacturing fault rather than normal wear, please report it under Section 4.

6. How to return or exchange (change of mind)

1. Raise a request within 7 days of delivery by emailing support@crystalicious.co with your order number, the item(s) you are returning, and whether you want an exchange (with the new size or style) or a credit note.
2. We will confirm your request and share return instructions. Please do not ship the product before you receive our confirmation.
3. Pack the product securely in its original packaging, enclose the invoice, and send it through a trackable courier service to:
   Akaame Export Private Limited (Crystalicious Returns)
   101 Bluebell Industrial Estate 2, Chichpada, Golani Naka,
   Vasai-Virar, Maharashtra 401208
   Phone: +91 98191 65927
4. Return shipping for change-of-mind returns is paid by the customer. We do not offer reverse pickup for these returns. We are not responsible for products lost or damaged in transit until they reach us, so please keep your tracking number and consider insuring high-value parcels.
5. You will receive an email confirmation once your return reaches us.

7. Quality check on returned products

We inspect every returned product within 3 working days of receiving it. If the product does not meet the conditions in Section 2 (for example, it shows signs of wear, including on the soles, has been damaged after delivery, or has missing tags or packaging), the return will be declined and the product will be sent back to you at your cost. We will email you the reason, with photos.

The return shipping charge for a declined product will first be deducted from any existing store credit balance you hold with us. If you have no store credit balance, or it does not cover the full charge, the product will be sent back with the shipping charge (or the remaining amount) collected on delivery. If you refuse the delivery, we will hold the product for 30 days from the date it comes back to us, after which we are no longer responsible for it.

Every return parcel is opened on camera at our facility. If the product received does not match the product sold (for example, a different, used or counterfeit item), the return will be rejected and we reserve the right to take further action.

We reserve the right to decline change-of-mind returns, and to restrict Cash on Delivery, for accounts that show a pattern of excessive returns, repeated claims or misuse of this policy.

8. Exchanges

Once your return passes the quality check, the exchanged product will be delivered to you within 14 days of our receiving the returned product. Exchanges are subject to stock availability; if the requested size or style is unavailable, we will issue a credit note instead.

If the new product is priced higher than the one returned, you will pay the difference. If it is priced lower, the difference will be issued as a credit note.

9. Credit notes

• Credit notes are emailed to you as a voucher code within 7 working days of your return passing the quality check.
• For change-of-mind returns, the credit note value equals the amount you paid for the returned product, less the standard shipping charge for your order. This applies even if your order was shipped free of charge under a promotional offer. Standard shipping charges are listed in our Shipping Policy.
• For approved claims under Section 4, the store credit covers the full amount paid, including shipping charges.
• Credit notes are valid for 90 days from the date of issue. Validity cannot be extended after expiry.
• Credit notes can be redeemed only on crystalicious.shop. They cannot be used on the Crystalicious UAE store, and cannot be converted to cash or transferred to a bank account.
• Any unused balance remains on the credit note and can be used across multiple orders until the credit note expires.

10. Refunds

All refunds are issued as store credit only, valid for 90 days from the date of issue and subject to the terms in Section 9. This applies to all orders, whether prepaid or Cash on Delivery, and to all refund situations, including approved claims under Section 4 and cancellations under Section 11. We do not issue refunds to bank accounts, cards, UPI or cash.

Store credit for approved claims and cancellations is emailed to you within 7 working days of approval.

11. Order cancellations

You may cancel your order at no charge any time before it is dispatched by emailing support@crystalicious.co with your order number. You will receive store credit for the full amount paid, as per Section 10.

Once an order has been dispatched, it cannot be cancelled. Eligible products can then be returned under Section 2.

If we have to cancel your order (for example, because a product is out of stock), you will receive store credit for the full amount paid, as per Section 10.

12. Grievance redressal

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, our Grievance Officer is:

Name: [NAME]
Designation: [DESIGNATION]
Email: [EMAIL]
Phone: [NUMBER]
Address: Akaame Export Private Limited, 101 Bluebell Industrial Estate 2, Chichpada, Golani Naka, Vasai-Virar, Maharashtra 401208

Every complaint will be acknowledged within 48 hours with a ticket number that you can use to track its status, and resolved within one month of receipt.

13. Contact us

Email: support@crystalicious.co
Phone / WhatsApp: +91 98191 65927
Hours: 10 am – 6 pm, Monday to Saturday, excluding public holidays

14. Seller information

Akaame Export Private Limited
Registered office: 1st Floor, Commerz II, Oberoi Garden City, Goregaon East, Mumbai, Maharashtra 400063
Operations and returns: 101 Bluebell Industrial Estate 2, Chichpada, Golani Naka, Vasai-Virar, Maharashtra 401208
CIN: U14101MH2023PTC408582
GSTIN: 27AAZCA2167L1ZY

15. Governing law

This policy is governed by the laws of India. Subject to your rights under the Consumer Protection Act, 2019, any dispute arising from this policy will be subject to the jurisdiction of the courts at Mumbai, Maharashtra.

16. Changes to this policy

We may update this policy from time to time. The version published on our website at the time you placed your order will apply to that order.