At Tocrystal.com, we understand the importance of ensuring your satisfaction with your purchase. Therefore, we have established a return policy to accommodate any issues that may arise with your wholesale order.
All wholesale purchases are final; however, exceptions can be made in some cases. If you encounter an issue with your purchase, please contact us to request a return authorization. Each request will be handled on a case-by-case basis, and we may require a restocking fee for returned items. Please note that original shipping charges are non-refundable, and the customer is responsible for any arrangements and costs of return shipping. We recommend that you order a smaller volume or a sample of our products before placing a larger order to ensure your satisfaction with our products.
We do not provide exchanges for any items that were purchased in wholesale quantities. However, in certain cases, we may allow exchanges or substitutions with prior written approval. The customer is responsible for the return shipping costs, and some items may be subject to a restocking fee.
Damaged, Missing, or Incorrect Items
If you receive an incorrect item or it was damaged upon delivery, please contact us immediately to arrange for a replacement or a credit to your account. You must notify us of any damaged, missing, or incorrect items within 24 hours of delivery. In such cases, we will cover the shipping costs of replacement products.
If the package is returned due to the reasons lack of information, address or customer return, Tocrystal can charge up to $12 USD per kilogram.
The refund process due to the product being “out of stock” will only be initiated once the remaining order is delivered to the customer.
To claim a refund for missing items, the customer needs to upload a single-shot video of the parcel unboxing which clearly shows the packages of crystals.
The replacement or credit will be initiated only after successful verification of damaged or missing items from Tocrystal’s end.
The refund will be initiated to the credit/debit used to place the order. In some cases, payment gateways are not able to process the refunds to the cards. In that scenario, Tocrystal will ask for the customer’s bank details and initiate the refund in the bank account.
To initiate a return or for any questions about our return policy, please email us at [email protected], and we will provide you with a return address. Thank you for choosing Tocrystal.com.