Returns & Exchanges

Crysora Customer Care

Returns & Exchanges

We want every Crysora piece to feel meaningful, beautiful and carefully chosen. If something is not right, this page explains how returns, exchanges, faulty items and order concerns are handled.

Our 14-Day Return Window

Crysora accepts eligible change-of-mind returns within 14 days after delivery, provided the item is unused, unworn, undamaged and returned in its original packaging.

To begin a return or exchange request, please contact us first at kaumudi@crysora.com before sending anything back.

Change-of-Mind Returns

Change-of-mind returns are accepted within 14 days after delivery if the item is:

• Unused
• Unworn
• Undamaged
• In original condition
• Returned with original packaging, tags, pouches, cards and gift boxes where included

For change-of-mind returns, the customer is responsible for return shipping costs.

Original shipping costs are non-refundable for change-of-mind returns.

Exchanges

Customers may exchange an eligible item for another item if the replacement item is available.

If the new item has a different price, we will let you know the balance payable or refund difference before completing the exchange.

Exchange requests must be made within 14 days after delivery, and the original item must meet the same condition requirements as a return.

Items Not Eligible for Change-of-Mind Returns

For hygiene, customisation and product protection reasons, the following items are not eligible for change-of-mind returns:

• Earrings
• Personalised or custom-made pieces
• Gift cards
• Used, worn or damaged items
• Items missing original packaging, tags, pouches, cards or gift boxes where included
• Items damaged through misuse, water exposure, improper care, accidental damage or normal wear

Sale items can be returned if faulty. Sale items are not eligible for change-of-mind returns.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged or incorrect, please contact us within 48 hours of delivery.

Please include:

• Your order number
• Clear photos of the item
• Clear photos of the packaging
• A photo of the shipping label
• A short explanation of the issue

If the item is confirmed to be faulty, damaged or incorrect, Crysora will assist with the appropriate solution and return shipping where required.

Your rights under Australian Consumer Law apply in addition to this store policy.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights you may have under Australian Consumer Law.

If a product has a major problem, is unsafe, significantly different from the description, or does not do what it was represented to do, you may be entitled to a remedy under Australian Consumer Law.

Change-of-mind returns are separate from your legal rights for faulty, damaged, unsafe or incorrectly described goods.

International Returns

International returns may be accepted if they meet our return conditions and are requested within the required return window.

For international change-of-mind returns, the customer is responsible for return shipping costs, customs duties, taxes, import charges and any related return costs.

We strongly recommend using a tracked and insured return service, as Crysora cannot be responsible for returned parcels lost or damaged in transit.

How to Start a Return or Exchange

1. Email us at kaumudi@crysora.com within 14 days after delivery.
2. Include your order number and the item you would like to return or exchange.
3. Wait for our return instructions before sending your parcel.
4. Pack the item safely with all original packaging, tags, pouches, cards and gift boxes where included.
5. Send the parcel using a tracked shipping method.
6. Once received, your item will be inspected before any refund or exchange is processed.

Please do not send items back without contacting us first.

Return Address

Once your return is approved, we will ask you to send your parcel to:

Crysora
PO Box 6113
Rouse Hill NSW 2155
Australia

Refunds

Refunds are processed back to the original payment method after the returned item is received and inspected.

If your return is approved, the refund will usually be processed within 3–5 business days. Your bank, card provider or payment service may take additional time to make the funds visible in your account.

Original shipping costs are non-refundable for change-of-mind returns.

Need Help?

For returns, exchanges, damaged items or order support, contact Crysora before sending anything back.

Email:
kaumudi@crysora.com

You can also use the live chat button on our website. If we are offline, leave your message and we will reply as soon as possible.

Crysora Customer Promise

We handle every return and exchange request with care, fairness and respect. Our goal is to make your Crysora experience feel thoughtful from the moment you order to the moment your piece arrives.