Shipping, Cancellation, Return, Replacement and Refund Policy

Last updated: 25.08.2026

At TruCrystals, we make every reasonable effort to provide detailed product descriptions, photographs, dimensions and other relevant information so that customers can make an informed decision before placing an order.

Crystals are natural products, and many TruCrystals products are individually handcrafted. Customers are requested to read the complete product description, check the product specifications and review their order carefully before completing the purchase.

By placing an order on the TruCrystals website, the customer confirms that they have read and accepted this Shipping, Cancellation, Return, Replacement and Refund Policy.

1. Shipping Within India

TruCrystals partners with a wide network of courier companies to deliver orders safely and as quickly as reasonably possible.

Orders are generally processed within 24 working hours. Orders received before 12:00 p.m. may be processed or dispatched on the same working day.

Under normal circumstances, domestic orders are usually delivered within approximately 3–7 working days after dispatch. Delivery to remote locations or certain serviceable pin codes may take longer.

Delivery timelines are estimates and may be affected by circumstances beyond our reasonable control, including:

• Courier delays or operational disruptions.
• Weather conditions and natural events.
• Public holidays, strikes or transport restrictions.
• Incorrect or incomplete delivery information.
• Remote-area service limitations.
• Government restrictions or other unforeseen events.

A delay caused by the courier or an event beyond TruCrystals’ reasonable control does not automatically make an order eligible for cancellation after dispatch. However, our team will assist the customer in tracking and resolving the shipment wherever possible.

2. Shipping Charges

Free standard shipping is available across India on orders of ₹639 and above.

Shipping charges applicable to orders below the free-shipping threshold will be displayed at checkout before payment.

Any additional charges for special, expedited or non-standard delivery services, where available, will be communicated separately.

3. Incorrect or Incomplete Delivery Information

Customers are responsible for providing a complete and accurate:

• Recipient name.
• Delivery address.
• Landmark, where required.
• Pin code.
• Mobile number.
• Email address.

TruCrystals will not be responsible for delivery failure or delay caused by incorrect, incomplete or outdated information provided by the customer.

If an order is returned to TruCrystals because of an incorrect address, an unavailable recipient, refusal to accept delivery, refusal to provide OTP on delivery or repeated unsuccessful delivery attempts, the customer are required to pay the actual forward and return shipping charges before the order is dispatched again.

If a refund is approved instead of redispatch, actual shipping, return-to-origin and payment-processing costs, where non-recoverable, may be deducted to the extent permitted by applicable law.

4. Lost or Undelivered Orders

If tracking shows no delivery and the courier confirms that the shipment has been lost, TruCrystals will offer either:

• A replacement of the originally ordered products, subject to availability; or
• A refund of the eligible order amount.

A shipment will be treated as lost only after the courier partner completes its investigation and confirms the loss.

An order will not be treated as lost merely because it has been delayed, is awaiting delivery, or is subject to a courier investigation.

If tracking shows the order as delivered but the customer states that it was not received, TruCrystals will raise an investigation with the courier. The claim will be handled based on the courier’s delivery records, proof of delivery and investigation outcome.

5. Order Cancellations

TruCrystals generally begins selecting, preparing, cleansing, energising, packing or dispatching products shortly after receiving an order; cancellation is possible only if the order has not entered processing, personalisation or dispatch. We dispatch all orders received till 9.00am on same day. Orders received post 9.00am will be processed next day barring orders that require expedited shipping . 

A cancellation request is not considered accepted until it has been confirmed by TruCrystals.

If an order is placed before 9:00 am. and the customer wishes to request cancellation, they should contact TruCrystals before 1:00 p.m. on the same working day. However, contacting us within this period does not guarantee cancellation if processing has already begun.

Once an order has been dispatched, it cannot be cancelled.

Orders placed using special discount coupons, promotional offers or store-sale discounts, and custom-made or personalised orders, cannot be cancelled .

If TruCrystals accepts a cancellation before processing or dispatch, the eligible amount paid will be refunded to the original payment method.

If TruCrystals is unable to fulfil an order and cancels it from its side, the customer will receive a full refund of the amount paid for the cancelled products.

6. Change of Mind and Ordering Mistakes

All sales are final once an order has been dispatched.

TruCrystals does not accept returns, refunds or exchanges for:

• A change of mind after dispatch or receiving an order.
• A product ordered by mistake.
• Incorrect selection of product, crystal, size, quantity, colour or form by the customer.
• A product no longer being required by the customer.
• Personal preference regarding colour, clarity, pattern, inclusions, transparency, surface texture, shape, size or weight.
• A product appearing slightly different because of lighting, photography or screen-display settings.
• Dissatisfaction with the perceived energy, spiritual experience, suitability or results of a crystal.
• Minor adjustable finishing characteristics that do not affect the product’s usability, durability or structural integrity.

Customers must verify the product, size, quantity and all other attributes before completing an order.

Customer-service staff and social-media representatives are not authorised to override this policy merely because a customer insists upon or repeatedly requests an exception.

7. Natural Crystal Characteristics

Crystals are created by nature. Each piece may display its own colour, pattern, clarity, inclusions and surface characteristics.

Natural characteristics may include:

• Colour variations.
• Internal lines, inclusions and mineral deposits.
• Natural cavities, pits and crevices.
• Surface irregularities.
• Variations in transparency or opacity.
• Differences in banding, pattern or crystal formation.
• Minor differences in shape, polish, dimensions and weight.
• Naturally occurring internal or surface-reaching lines that may resemble cracks.

These characteristics generally do not constitute damage or a product defect.

Product sizes and weights mentioned on the website may be approximate unless expressly stated otherwise. Reasonable variations are expected in natural and handmade products.

Where a listing states that the customer will receive a product similar to the one shown, the website photograph is representative. The exact item received may naturally vary.

Where a listing specifically states “exact piece,” the customer will receive the identified piece, subject to reasonable differences caused by lighting and screen-display settings.

A product will not qualify for return, refund or replacement merely because its natural colour, pattern, inclusions, texture, clarity, shape or formation differs from the customer’s personal expectation.

8. Handmade Product Characteristics

Many TruCrystals bracelets, malas, jewellery pieces and crystal products are individually handcrafted.

Minor differences in the following may occur and are not ordinarily considered defects:

• Bead arrangement & alignment.
• Spacing between beads.
• Positioning of knots.
• Cord or elastic movement.
• Handmade finishing.
• Arrangement of naturally varying beads.
• Minor differences in symmetry.

These characteristics do not qualify a product for return, refund, replacement or exchange unless they materially affect its wearability, usability or structural integrity at the time of delivery.

9. Visible Knots in Bracelets

TruCrystals bracelets are individually handcrafted using elastic cord. A small knot, cord end or joining point may occasionally be visible between the beads.

In most cases, the knot can be gently repositioned beneath or inside an adjacent bead by carefully pulling and rotating the beads.

A visible knot, slight movement of the elastic, minor spacing between beads or minor bead-alignment variation is a normal characteristic of a handcrafted bracelet. It is not considered transit damage, a manufacturing defect or incorrect workmanship when it does not affect the bracelet’s strength, wearability or structural integrity.

Such minor and adjustable characteristics do not qualify the bracelet for return, refund, replacement or exchange.

TruCrystals may provide simple adjustment instructions or a demonstration video where appropriate.

10. What Qualifies as a Defect

For the purpose of this policy, a defect means a material structural or functional issue that:

• Was present at the time of delivery.
• Makes the product unsafe for use.
• The product arrived physically broken.
• Materially affects its intended wearability or structural integrity.
• Makes the product substantially different from its published description.

The following will generally not be treated as defects:

• Natural inclusions, internal lines, cavities, pits or mineral deposits.
• Natural colour, clarity, texture, pattern, shape or weight variations.
• Minor surface irregularities associated with natural crystals.
• Minor handmade finishing variations.
• A visible bracelet knot that can be repositioned.
• Minor spacing, elastic movement or bead-alignment variations.
• Reasonable differences caused by lighting, photography or screen settings.
• Dissatisfaction with the crystal’s perceived energy or results.
• Damage caused after delivery by dropping, impact, stretching, water, chemicals, perfumes, perspiration, improper handling, incorrect storage or normal wear and tear.

11. Eligible Return or Replacement Reasons

TruCrystals accepts return or replacement requests only when:

• The product was physically damaged during delivery.
• The product arrived broken.
• The customer received an incorrect product.
• An ordered item was missing from the delivered package.
• The product was materially different from its published description.

Any eligibility will be subject to verification of the claim and compliance with the reporting and evidence requirements stated in this policy.

12. Reporting Damaged, Missing or Incorrect Products

Damage, missing-item, material-defect or incorrect-product claims should be reported within two working days of delivery.

The customer must provide:

• Order number.
• Customer name and registered contact details.
• Clear photographs of the affected product.
• Photographs of the outer courier packaging.
• Photograph of the shipping label.
• Photographs of the internal packaging.
• A clear description of the issue.
• An unboxing video, where available or specifically required.

Reporting the matter promptly allows TruCrystals to preserve courier records and investigate the claim.

Claims submitted after two working days may not be eligible for courier-related replacement or refund where the delay prevents reasonable and factful verification.

Customers must retain the product and all original packaging until the claim is resolved. The product must not be used, worn, altered, repaired, restrung, cleaned or discarded during the investigation.

13. Unboxing Videos and Photographic Evidence

We strongly recommend recording a clear, continuous unboxing video for every order.

The video should show:

• The sealed outer courier package.
• The shipping label.
• The opening of the package.
• The internal protective packaging.
• All products received.
• The condition of the affected product.

An unboxing video allows TruCrystals to investigate transit damage, missing-item and incorrect-item claims more quickly and accurately.

If an unboxing video is unavailable, the customer must provide clear photographs of the outer package, shipping label, internal packaging and affected product. TruCrystals may request additional reasonable evidence before approving the claim.

Submitting photographs or a video does not automatically guarantee approval. Every claim will be reviewed based on the available evidence and circumstances.

14. Selenite Products

Selenite is a naturally soft and delicate mineral that requires careful handling.

Customers purchasing Selenite products are strongly required to record a continuous unboxing video showing the sealed parcel, shipping label, internal packaging and condition of the product immediately upon opening.

An unboxing video is particularly important for verifying whether damage occurred during transit.

Damage caused during and after unboxing through urgency in opening packages, poking crystals with sharp knives and scissors, dropping, impact, water exposure, pressure, improper handling or storage is not eligible for replacement or refund.

Natural lines, fibrous formations, translucent variations, surface texture and minor natural irregularities in Selenite are not considered defects. 

15. Return Conditions for an Approved Claim

A product may be returned only after TruCrystals has reviewed and approved the request.

Customers must not send products back without receiving return instructions and approval from TruCrystals.

The returning product must:

• Be unused and unworn.
• Be in its original condition.
• Be returned in its original box or packaging.
• Include all accessories, stands, certificates, cards, invoices and documentation supplied with it.
• Be packed securely to prevent return-transit damage.

TruCrystals may reject a return if:

• The product has been used, worn, altered, repaired or damaged after delivery.
• The product is incomplete.
• Original Box, accessories or documentation are missing.
• The customer sends the product without prior approval.
• The product is damaged because of inadequate return packaging.
• The returned product differs from the product originally supplied.

16. Replacement for Damaged or Incorrect Products

If TruCrystals confirms that a product was damaged during shipping, materially defective at delivery, missing or incorrectly supplied, TruCrystals will ordinarily offer a free replacement of the originally ordered product.

TruCrystals will bear reasonable return and replacement shipping costs for an approved claim attributable to TruCrystals or the courier.

A replacement will normally be for the product originally ordered. A customer cannot use a damaged-product claim to exchange the product for a different crystal or product based on personal preference.

If the originally ordered product is unavailable, TruCrystals may offer:

• A comparable replacement accepted by the customer;
• Store credit accepted by the customer; or
• A refund of the eligible product amount.

Store credit will not be imposed where a refund is legally required.

17. Sale, Discounted and Promotional Products

Sale items, discounted products, products purchased using discount coupons and products purchased during special promotional offers are not eligible for change-of-mind returns, exchanges or cancellations after dispatch.

However, this restriction does not remove the customer’s right to raise a genuine claim if a sale or discounted product:

• Arrives physically damaged.
• Is materially different from its description.
• Is not the product ordered.
• Is missing from the delivered package.

Approved eligibilities for such claims will be handled in accordance with this policy and applicable law.

18. Customised and Made-to-Order Products

TruCrystals does not accept change-of-mind returns, refunds or exchanges for:

• Custom bracelets.
• Custom malas.
• Bracelets or jewellery made to a selected size.
• Personalised crystal combinations.
• Specially selected products.(Post Video Approvals)
• Products altered or created according to the customer’s requirements.

Customers are responsible for confirming their wrist size, mala length, product specifications and chosen crystals before placing the order.

Customisation restrictions do not apply where the wrong customised product was supplied, the product arrived physically damaged to match the specifications accepted by TruCrystals.

19. Cleansed, Energised and Personalised Products

All TruCrystals products are individually selected, cleansed and Reiki-energised before dispatch as part of the TruCrystals preparation process.

For reasons of hygiene, product integrity and our energetic-preparation practice, a product that has been worn, used or handled after delivery cannot be accepted back into our inventory or resold to another customer.

Therefore, TruCrystals does not accept change-of-mind returns or exchanges for crystals, bracelets, malas, jewellery, customised products or energised products after delivery.

This restriction does not apply to a verified claim involving a product that arrived physically damaged, materially defective, materially different from its description or different from the item ordered.

20. Bracelet Sizing Policy

TruCrystals takes reasonable care to make bracelets according to the size selected or provided by the customer.

Customers must measure their wrist accurately using the sizing guide available on the TruCrystals website before placing an order.

A bracelet does not qualify for return, refund or exchange when:

• The customer selected the wrong size.
• The customer provided an incorrect wrist measurement.
• The customer later decided that they preferred a tighter or looser fit.
• The bracelet matches the size selected or provided in the order.
• If resizing is requested:
• Reach out to our Team is required with respect to the supplied size and what went wrong.
• The customer is responsible for safely returning the bracelet.
• The customer must bear shipping costs in both directions.
• Any applicable resizing, material or service charges will be communicated before the work begins if required.
• The bracelet must be returned in appropriate condition for resizing.

Resizing is a service and not a product exchange.

TruCrystals may decline resizing where the design, material, product condition or bead availability makes resizing impractical.

21. No Exchange of Correctly Supplied Products

TruCrystals does not offer exchange of a correctly supplied and properly delivered product for another product because the customer:

• Changed their mind.
• Ordered the wrong product.
• Selected the wrong crystal, colour, size, form or quantity.
• Preferred another item after receiving the order.
• Expected different  colour, pattern, clarity, texture or inclusions.
• No longer requires the product.

Customers who wish to purchase a different product must place a separate new order. The original correctly supplied product will remain non-returnable and non-exchangeable.

22. International Orders

TruCrystals does not accept change-of-mind returns, refunds or exchanges for international orders.

Customers placing international orders are responsible for:

• Reviewing product specifications carefully.
• Providing complete and accurate delivery information.
• Paying applicable customs duties, import taxes, handling charges or local levies.
• Ensuring that the ordered products may legally be imported into the destination country.

TruCrystals is not responsible for customs delays, customs refusal, local import restrictions or charges imposed by the destination country.

If an international shipment arrives damaged, incorrect or incomplete, the customer must contact TruCrystals within two working days of delivery.

A continuous unboxing video showing the sealed package, shipping label, internal packaging and affected product is strongly required for international damage or missing-item claims. Clear photographs and any additional evidence requested must also be provided.

If the claim is approved, the available solution will be determined based on product availability, destination, courier restrictions, shipping cost and applicable law.

Damage caused after delivery , while unboxing or customs inspection is not the responsibility of TruCrystals unless the available evidence establishes that the damage was attributable to the original product condition or packaging.

23. Return Shipping Costs

For an approved claim involving a damaged, materially defective, missing or incorrect product attributable to TruCrystals or the courier, TruCrystals will arrange or reimburse reasonable return shipping as communicated during the claim process.

For resizing, redoing of mala/ necklaces or any other customer-requested service unrelated to a defect or fulfilment error, all shipping costs must be borne by the customer.

TruCrystals will not reimburse customer’s self-arranged premium, express or unusually expensive return shipping unless it was approved in advance.

24. Refunds

If a refund is approved, it will be initiated to the original payment method within approximately seven working days after approval.

The customer’s bank, card issuer, payment gateway or payment service provider may require additional time to reflect the refund. Such external processing time is outside TruCrystals’ direct control.

Refunds will not ordinarily be issued in cash or transferred to a different payment account.

Where the original payment method cannot receive the refund, TruCrystals will contact the customer to determine an appropriate lawful alternative.

25. Products Damaged After Delivery

TruCrystals is not responsible for damage occurring after successful delivery because of:

• Dropping or impact.
• Excessive stretching.
• Contact with water, chemicals, perfumes, soaps or cleaning products.
• Exposure to heat, sunlight or unsuitable environmental conditions.
• Incorrect storage or handling.
• Attempted repair, resizing or alteration by the customer or a third party.
• Normal wear and tear.
• Breakage of bracelets and mala after few usage. 

Such damage is not eligible for return, refund or free replacement.

Where possible, TruCrystals may separately offer a paid repair or restringing service. Availability and charges will be communicated after reviewing the product.

26. Product Results and Spiritual Claims

Crystals and Reiki-energised products are offered as spiritual, lifestyle and wellness-support products.

Individual experiences may vary. TruCrystals does not guarantee a particular financial, emotional, physical, astrological, energetic or spiritual result from using a crystal or product.

Dissatisfaction based solely on the absence of an expected result does not qualify a product for return, replacement, exchange or refund.

Crystal products and information are not substitutes for qualified medical, psychological, legal or financial advice.

27. Abuse of the Return or Replacement Process

TruCrystals reserves the right to reject claims from customers involving:

• False or misleading information.
• Manipulated photographs or videos.
• A product different from the item supplied.
• Damage caused after delivery.
• Repeated or unreasonable claims inconsistent with order history.
• Threats, abuse, harassment or inappropriate conduct toward staff.
• Attempts to obtain a return or refund for normal natural or handmade characteristics.

28. Customer Communication

All return, replacement, refund, cancellation and damage requests must be sent to:

Email: support@trucrystals.com
WhatsApp/Telephone: 9353067912 / 8217746719
Business hours: MON-SAT : 10.00am - 6.00pm

Please include the order number and registered contact information in all communications.

29. Applicable Law

This policy is governed by the applicable laws of India, including consumer-protection and e-commerce laws.

Nothing in this policy is intended to exclude or restrict a consumer right that cannot lawfully be excluded.

If any provision of this policy is found to be invalid or unenforceable, the remaining provisions will continue to apply.

30. Policy Updates

TruCrystals may update this policy periodically to reflect changes in its products, operations, courier arrangements or applicable law.

The policy applicable to an order will ordinarily be the version published on the website at the time the order was placed, subject to any mandatory rights available under applicable law.