Scope of Policy

This policy applies to all products purchased through the official Sunlover Crystal website.

1. Replacement Policy

• When Replacement Is Eligible:
• You received the wrong item (e.g., incorrect model, color, or size).
• The product was damaged during shipping (please provide clear photos of the damage).
• The product has a visible quality issue.
• Replacement Process:

（1）Contact our customer service team via email or live chat and submit a replacement request with your order number and proof (e.g., photos).

（2）Our team will review and confirm the request within 2 business days.

（3）Once approved, the correct product will be shipped to you within 3-5 business days at no extra cost.

• Important Notes:
• Replacements are only for the original product ordered. We do not allow changes to other products or styles.
• Each replacement request is subject to review and approval by customer service.

2. Refund Policy

• When Refund Is Eligible:
• If we cannot provide a replacement due to stock issues, we will issue a full refund.
• Refund requests must be made within 7 days of receiving the product, along with a detailed explanation of the issue.
• Refund Process:

1. Submit a refund request to customer service with your order number and supporting evidence (e.g., photos).
2. If approved, the refund will be processed within 5-10 business days to your original payment method.

• Refund Exceptions:
• Refunds are not available for personal preference reasons (e.g., “I don’t like it” or “I don’t need it”).
• Custom-made or discounted items marked as “non-refundable” on the product page are not eligible for refunds.

3. No Return or Exchange Policy

• No Returns:
• Due to the long distance involved in international shipping, we do not accept product returns.
• We ensure all products are carefully inspected before shipping to meet the product description.
• No Exchanges:
• We do not support exchanges. If there is an issue with your order, we will provide a replacement for the correct product instead.

4. Customer Support

For replacement or refund requests, please contact us via:

• Email: support@sunlovercrystal.com
• Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (EST).

Policy Summary

• We do not support product returns or exchanges.
• In the case of issues such as receiving the wrong item or a damaged product, we will provide a free replacement.
• Refunds are only offered when replacement is not possible.
• Please contact us within 7 days of receiving your order to initiate any requests.