Refund policy

Return & Refund Policy

Last updated: September 6, 2026

Thank you for shopping with Crystal Wave. We want you to be happy with your purchase. Please read our return and refund policy below before placing an order.

1. Returns

We accept returns on eligible unused and unopened products within 14 days of delivery.

To be eligible for a return:

  • The product must be unused, unopened and in its original packaging.
  • The product must be in the same condition in which you received it.
  • You must provide your order number and proof of purchase.
  • The return request must be made within 14 days of receiving your order.

Customers are responsible for return shipping costs unless the item was received damaged, defective or incorrect.

2. Hair & Beauty Products

For hygiene and safety reasons, hair and beauty products that have been opened or used cannot be returned or refunded.

Please check the ingredients and product information before purchasing. Some products may contain allergens, including nuts. Do not use a product if you are allergic or sensitive to any of its ingredients.

Crystal Wave cannot guarantee specific results from hair or beauty products, as results can vary from person to person.

3. Candles

Candles must be returned unused and in their original condition and packaging to be eligible for a return.

We cannot accept returns for candles that have been burned, used, damaged through improper use or altered by the customer.

4. Damaged, Defective or Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged, defective or incorrect, contact us within 48 hours of delivery with:

  • Your order number
  • A description of the issue
  • Clear photos of the item and packaging

We will review the issue and, where appropriate, arrange a replacement or refund.

5. Non-Returnable Items

The following items cannot be returned:

  • Opened or used hair and beauty products
  • Used or burned candles
  • Products damaged after delivery due to customer use or handling
  • Items without their original packaging
  • Gift cards
  • Sale or clearance items, unless they arrive damaged, defective or incorrect

6. Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method.

Please allow your payment provider additional processing time for the refund to appear in your account.

7. Exchanges

We do not offer direct exchanges at this time. If you receive a damaged, defective or incorrect item, please contact us within 48 hours and we will assist you.

8. Change of Mind

We do not accept returns or refunds simply because a customer has changed their mind, particularly for opened or used beauty and hair-care products.

9. How to Request a Return

To request a return, please contact Crystal Wave through the contact details provided on our website and include your order number, the item you wish to return and the reason for the return.

Please do not send an item back before your return has been approved by Crystal Wave.

Crystal Wave reserves the right to assess each return request individually and to refuse returns that do not meet the requirements of this policy.