We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@beyond-memories.com. If your return is approved, we’ll provide a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

DAMAGES AND ISSUES

Please inspect your order upon reception and Contact Us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right. Accidents happen, and we hope to make them sting a little less. 

EXCHANGES

We know you won't hate your crystal. But there are always exceptions. If for whatever reason you aren't satisfied, reach out to us on our Contact Us page and we'll work with you to reach a satisfactory resolution. Refunds or exchanges for dissatisfaction will be handled on a case-by-case basis. Rest assured, we're easy to work with.

PHOTO SUBMISSION REQUIREMENT

If you are requesting a refund or a replacement of your item, you must provide a photo of the item placed against a black background, clearly showing the issue. Refunds and replacements will be approved based on the photo provided and evaluated by our team.

REPLACEMENTS

If you are requesting a replacement of your item:

• If the issue is confirmed based on the photo provided, we will approve your request, and ship a replacement to you with expedited shipping at no additional cost.
• If the issue is not confirmed, the customer will need to cover the cost of the return shipping, and a 20% replacement fee will apply. This fee helps offset the costs of production and shipping.

REFUNDS

If you are requesting a refund:

• If the issue is confirmed based on the photo provided, we’ll approve your refund request and provide a return label. The refund will be processed once we receive the returned item.
• If the issue is not confirmed, the customer will need to cover the cost of the return shipping, and a 20% restocking fee will apply to the refund. This fee helps offset the costs of production and shipping.
• Refunds will only be processed after we receive the returned item.

Refunds will be issued back to your original payment method. Please note that it may take some time for your bank or credit card company to process and post the refund.

If your delivery link indicates that your crystal was delivered but you did not receive it, we will file a claim with our carrier on your behalf. We will also work with you to get a replacement crystal shipped to you ASAP. However, we are not able to issue refunds for crystals that are lost in transit.

You can always contact us for any return, refund, or remake questions at support@beyond-memories.com.