Overview
This policy explains how returns, refunds, and order issues are handled for wholesale orders placed with Aurelia Crystals. Because we supply trade customers, some conditions differ from consumer retail policies.
Reporting an Issue
Please inspect your order on receipt. If there is a problem, contact us as soon as possible and within 7 days of delivery, with your order number, a description of the issue, and photographs where relevant. Reporting promptly helps us resolve matters quickly.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or is not what you ordered, we will work with you to resolve it. Depending on the circumstances, we may offer a replacement, a partial refund, or a credit. Please keep the original packaging and the affected items until the issue is resolved.
Returns of Non-Faulty Goods
Returns of goods that are not faulty may be accepted at our discretion and must be agreed with us in advance. Where accepted, items must be unused, unworn, and in their original packaging with tags intact. Return shipping costs are the customer’s responsibility unless we agree otherwise. Intimate apparel that has been worn or has had hygiene seals removed cannot be returned.
Exclusions
- Items that have been worn, washed, altered, or damaged after delivery.
- Intimate apparel where hygiene seals or packaging have been opened or removed.
- Custom, OEM, private label, or made-to-order items, which cannot be returned unless faulty.
- Items returned without prior agreement.
Refund Processing
Where a refund is agreed, it is issued to the original payment method. Processing times depend on your payment provider and are typically within 5–10 business days of approval. Original shipping charges are not refunded unless the return is due to our error.
To Start a Return or Claim
Contact us at chuanchengfan (at) gmail.com or through our Contact page with your order number and details. Our team will confirm the next steps.