At Montlune Crystal, every piece is designed to become part of a thoughtful personal collection - a quiet ritual you can build over time. We want you to feel confident with your purchase, so this policy explains how cancellations, returns, exchanges, and refunds work for orders placed through our online store.

Nothing in this policy limits or excludes any mandatory consumer rights that apply in your country or region.

1. 30-Day Voluntary Return Policy

In addition to any statutory consumer rights, we offer a voluntary return window of 30 days from the date you receive your order.

To qualify for a voluntary return, the item must be:

• Unworn and unused
• In its original condition
• Returned with its original packaging and tags, where applicable
• Accompanied by your order number or other proof of purchase

This voluntary return policy does not affect any statutory rights that may apply to your order.

2. EU / UK Statutory Right of Withdrawal

If you are a consumer in the European Union, the United Kingdom, or another jurisdiction with a statutory cooling-off period, you may have the right to cancel your online order within 14 days after receiving the goods, without giving a reason, subject to applicable law and statutory exceptions.

To exercise this right, please reach out to our support team via the email listed at the bottom of this page, include your order number and a clear statement that you wish to cancel. Your notice is effective when sent, provided it is sent before the applicable deadline.

After notifying us, you must send the goods back without undue delay and, where required by law, no later than 14 days after notifying us of your cancellation.

You are responsible for the direct cost of returning goods during the statutory cooling-off period unless the item is faulty, damaged, incorrect, not as described, or applicable law requires us to pay the return cost.

We will refund the purchase price and the cost of standard delivery where required by law. We do not have to refund any additional cost resulting from your choice of an upgraded, express, or premium delivery method, unless required by applicable law.

We may withhold the refund until we receive the returned goods or you provide evidence that you have sent them back, whichever occurs first, where permitted by applicable law.

You may inspect the goods as you would in a physical store. However, if you handle or use the goods beyond what is necessary to inspect their nature, characteristics, and functionality, we may make a reasonable deduction for any resulting reduction in value, where permitted by law.

3. Non-Returnable or Excluded Items

The following items are not eligible for our voluntary 30-day return policy, unless they are faulty, damaged, incorrect, not as described, or applicable law provides otherwise:

• Custom-made or personalized pieces
• Earrings and other hygiene-sensitive items that have been worn, unsealed, or made unsuitable for resale for health or hygiene reasons
• Items that show wear, damage, alteration, or other signs of use
• Gift cards

Sale and discounted items remain subject to the same mandatory consumer rights as full-price items. They may only be excluded from our voluntary return policy where this is clearly stated and permitted by applicable law.

Your statutory rights remain unaffected.

4. Damaged, Faulty, Incorrect, or Not-as-Described Items

We inspect orders before dispatch. If your item arrives damaged, faulty, incorrect, or materially different from its description, please contact our support team as soon as reasonably possible using the contact email at the bottom of this page.

Please include your order number, a description of the issue, and clear photos or videos where possible. Do not return the item until we provide return instructions.

If the issue is confirmed, we will provide a remedy required by applicable law or otherwise agree a suitable solution with you. This may include a repair, replacement, partial refund, full refund, or return-shipping support, depending on the circumstances.

5. Exchanges

We do not guarantee direct exchanges for all items because inventory is limited and natural gemstones vary in color, pattern, shape, and texture.

If you would like a different item, the usual option is to return the original item if it is eligible and place a new order. This does not affect your rights if the original item is faulty, damaged, incorrect, or not as described.

6. How to Start a Return

For voluntary returns, please contact us before sending the item back so that we can confirm eligibility and provide the correct return instructions and address. You can reach us via the email address listed at the bottom of this page.

Please include:

• Order number
• Item or items you wish to return
• Reason for return, if applicable
• Photos or videos if the item is damaged, faulty, incorrect, or not as described

For voluntary returns, items sent without prior contact or not following our return instructions may be delayed or may not qualify for the voluntary return policy. This does not limit any statutory cancellation or consumer rights.

7. Return Shipping Costs

Unless the item is faulty, damaged, incorrect, or not as described, you are responsible for the direct cost of returning goods under our voluntary return policy and, where applicable, during the statutory cooling-off period.

The designated return address may be located in China or another overseas region. If so, you may need to pay international return shipping costs, customs-related charges, duties, taxes, or carrier fees, unless the item is faulty, damaged, incorrect, not as described, or applicable law requires otherwise.

We recommend checking the estimated international return shipping cost before sending your return.

For voluntary returns, original standard shipping fees are not refundable unless applicable law requires otherwise. Any additional amount paid for upgraded, express, or premium shipping is not refundable unless required by applicable law.

We recommend using a trackable shipping service and keeping your proof of postage. We are not responsible for a return parcel that is lost in transit before it reaches us, unless applicable law provides otherwise.

8. Refunds

Once we receive and inspect a returned item, we will notify you whether the return is approved under the applicable policy.

Approved refunds will be issued to the original payment method. Processing time may vary depending on your bank, card issuer, or payment provider.

For statutory cancellations, we will process the refund within the timeframe required by applicable law, which is generally within 14 days for EU/UK withdrawal rights. For voluntary returns, we will normally process an approved refund within 5 business days after receiving and inspecting the returned item.

Where permitted by applicable law, we may withhold the refund until we receive the returned goods or you provide evidence that you have sent them back, whichever occurs first.

9. Late or Missing Refunds

If we have confirmed that your refund has been issued but you have not received it, please first check your bank or payment account. You may then contact your bank, card issuer, or payment provider, as processing times vary.

If you have completed these steps and still cannot locate the refund, please get in touch with our team via the contact email at the bottom of this page.

10. Product Care and Original Packaging

Each order is carefully prepared with protective packaging designed to preserve the product and create a gift-like unboxing experience.

Please keep the original packaging and tags if you may need to return your item. Natural gemstones may have individual variations in color, pattern, shape, and texture; these natural characteristics are not defects unless the product differs materially from its description.

Contact

For any questions about cancellations, returns, exchanges, or refunds, please contact us at:

Email: Email us