Return Policy
RETURN POLICY
All domestic returns and exchanges shall be governed by this Return Policy (“Policy”) read together with our Terms of Use and Privacy Policy. Any capitalized terms used herein shall have the same meaning as assigned to them in our Terms of Use. We do not offer returns/exchanges or refunds for international orders. Please read this Policy carefully before accessing or using the Platform and/or purchasing our products and/or services.
We reserve the right to modify, alter, amend, revise this Policy at any time, without prior notice. It is strongly recommended that you visit the Platform periodically to review the latest and updated version of this Policy. If you do not agree with any changes made by us, you may stop using the Platform and purchasing our products/services. Your continued access or use of the Platform and/or purchase of our products/services after such modification/updation shall constitute your acceptance of the modification/acceptance.
ELIGIBILITY FOR RETURN
All requests for return must be raised within 4 days from date of receipt of order. Any request raised after expiry of the given timeline shall not be considered.
To be eligible for a return, the product(s) must be unused and in the same condition that you received it. It must also be in the original packaging, containing invoices, gift certificates and other documents, if any. Any product(s) which is used, damaged, broken or having missing piece(s), due to no fault of TTC, shall not be returned, and you shall not be liable for any refund for such product(s).
Health and personal care product(s) including but not limited to face rollers, Gua Sha, etc., discounted product(s) or those on festive/seasonal sale are not eligible for return. This Policy shall not apply to product(s) bought in-person at our physical store or through video/pictures of the product(s) requested from us before making the purchase.
We will only refund the amount equivalent to the value of the product(s) returned and not the entire value of the purchase.
PROCEDURE FOR RETURN
How to initiate return
Please send us an e-mail at support@talktocrystals.com with (i) order ID, (ii) full details of product(s), (iii) proof of purchase such as tax invoice, (iv) unboxing video and photos (v) the reason for such return or exchange and (vi) whether you want refund or exchange. Return requests sent through WhatsApp, phone calls, etc., shall not be considered.
Shipping of the product(s) to TTC’s office
We usually arrange pick up of the product(s) through one of our trusted third-party service providers. Depending on your location, it may take about 3-12 working days to receive the product(s) back at our office. We will make 3 attempts to pick up the product(s) from your location. In case the product(s) cannot be collected due to your unavailability or if the location is unserviceable for returns or for any other reason beyond our control, we will send you a notification through e-mail or any other reasonable means and request you to arrange for the return.
If you are required to arrange for the return, , you must ship back the product(s) at our office address: 5606, Basement, The Orchid Crescent, DLF Phase 4, Gurgaon, Haryana 122009. Please ensure that the product(s) reach us within 7 days from date of our notification requesting you to arrange the return. You must also send us an e-mail notification with courier tracking details. Please note that the product(s) must be unused and in the same condition that you received it and TTC shall not be liable for any loss or damage to the returned product(s) in transit.
Inspection of product(s) returned
Once the returned product(s) is received at our office, we will send you an e-mail notification confirming the receipt. We will inspect the returned product(s) and communicate our approval or rejection of your request for refund within 1-2 working days from date of receipt of returned product(s). We will not approve any request for refund if the returned product(s) is found to be used, damaged, or missing one or more parts. TTC’s decision regarding acceptance or rejection of your request shall be final and binding.
Processing of refund
For prepaid orders, your refund will be processed and a credit will automatically be applied to your original method of payment like credit card, UPI, wallets etc. within 7-10 working days after receiving the product(s) back. For cash on delivery orders, we process refunds only in the form of store credits.
Payment gateway charges, if applicable, will not be refunded. These are billed directly by the payment gateway and are not refunded. For Razor pay, the charges are 2.36% for all payments using Indian debit/credit cards/Net Banking (except for American Express, which is 4.72%); and 3.54% for all payments from foreign cards; For Paypal, the charges are 5.19%. These charges are inclusive of applicable GST @18%. Also, shopify charges of 2% will not be refunded.
Late or missing refunds
You will be notified through e-mail or any other reasonable means once your refund is initiated. All refunds are usually credited between 7-10 working days. If you do not receive the refund within 10 working days from date of notification of refund, you should contact your bank or credit card company immediately. In case they are not able to provide a resolution, please inform us at support@talktocrystals.com.
MISSING OR BROKEN ITEMS
Please take a video of unboxing in order for us to help you regarding any missing product(s). We are very thorough in our checking and packing procedures hence missing any product(s) is highly unlikely. Our packing is very good so the breakage of product(s) in transit is highly unlikely. However, to back your claim and for us to send you a missing piece from your order we will require the unboxing video. If the video of unboxing is not shared with us, you will not be eligible for refunds.
EXCHANGE
All requests for exchange must be raised within 4 days from date of receipt of order. Any request raised after expiry of the given timeline shall not be entertained. The procedure for return of product(s) will also apply for exchange. Please note that a product(s) once exchanged, cannot be re-exchanged for another product(s).
We only replace/exchange product(s) if they are found to be defective or damaged. If you need the same product(s) in exchange, please send us an e-mail at support@talktocrystals.com and ship your product(s) to 5606, Basement, The Orchid Crescent, DLF Phase 4, Gurgaon, Haryana 122009. No exchange will be accepted unless you have provided an unboxing video where the product(s) defect or damage is visible. Shipping charges will be applicable for pickup and delivery for exchange.
GIFTS
If the product(s) was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the product(s) was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
CANCELLATION OF ORDER
If you have placed an order and later changed your mind due to any reason and now wish to cancel it, please send us an e-mail at support@talktocrystals.com with your order ID and details of product(s) to be returned along with reasons for cancellation. In such case, your full amount will be refunded and your order will be cancelled. It usually takes 7-10 working days for the refund to reflect back into your account.
If your order is shipped, we will not be able to cancel it from our end. In such cases, the only way to cancel it is by refusing delivery when the order reaches the delivery address. Once you refuse delivery, our delivery partner will ship the product(s) back to us. Once we receive the product(s)back, we will inspect it. If the product(s) is unused and in the same condition, we will communicate to you (i) our receipt of the product(s) and (ii) approval of the refund. We will not be liable to refund any amount if the product(s) is received by us in an open, damaged condition or having missing parts. TTC shall refund the amount after deducting forward and return shipment costs. It may take 5-7 working days for receipt of the cancelled order at our office and an additional 7-10 working days for the refund to reflect back into your account.
ORDERS LOST OR DAMAGED IN TRANSIT
If you get a message from our third-party service provider that your order is delivered, but you have still not received it, immediately e-mail us at support@talktocrystals.com. You are strongly recommended to contact us within 24 hours of such incidents for us to escalate and resolve them with our delivery partners. We will not be liable for any loss or damage of product(s) in transit.