Return, Exchange, and Refund Policy

 

 Return and Exchange Period

You have 45 days from the date you receive your item to request a return or exchange.

Conditions for Returns and Exchanges

We accept returns or exchanges under the following circumstances:

  • Appearance Issues: The product arrives with surface damage, scratches, or visible defects.
  • Quality Issues: The product is functionally defective or does not perform as intended.
  • Odors or Color Discrepancies: The product has a strong chemical odor or significant color differences from the online description.
  • Incorrect Item: The item received does not match what was ordered (wrong model, size, or color).
  • No-Reason Return: You have changed your mind and no longer want the product.

Return Process

  • Contact Us: To initiate a return, contact us via email at solutions@crystalhaveneu.com or by phone at +1 (313) 759-2151. Please provide your order number, proof of payment, the reason for the return, and relevant videos or photos.
  • Application Review: Our customer service team will process your application immediately. Once approved, we will notify you and provide the specific return address.
  • Ship the Item: You must send the item back to the designated return address and wait for us to receive it.
  • Inspection and Refund: Upon receipt, we will immediately inspect the item to verify the reported issue. If the inspection is passed, we will arrange your refund promptly. For more information, please see the "Refund Process" section below.

Exchange Process

  • Contact Us: Contact us via email at solutions@crystalhaveneu.com or by phone at +1 (313) 759-2151 to apply for an exchange. Provide your order number, proof of payment, reason for exchange, and relevant media.
  • Application Review: Our team will review your request. If approved, we will provide the return address via your contact method.
  • Ship the Item: Send the item back to our designated address and wait for our receipt.
  • New Item Shipment: Once we inspect and confirm the condition of the returned item, we will arrange the exchange within 1-3 business days. The estimated delivery time for the new item is 5-8 business days. For more details on shipping, please refer to our Shipping Policy.

Refund Process

  • Refund Method: Refunds will be credited back to the original bank card (Visa or MasterCard) used at the time of purchase.

  • Processing Time: Depending on your financial institution's processing efficiency, we expect the refund to arrive within 1-5 business days. If you do not receive it within this timeframe, please contact us.

Shipping Fees

  • Our Responsibility: We will cover the return shipping costs if the return is due to appearance issues, quality issues, odors, significant color discrepancies, or incorrect items.
  • Your Responsibility: If you return or exchange an item without a specific reason (change of mind), you will be responsible for the return shipping costs.

Return Label

To make your return process easier, a Return Label is included inside every package. Please use this label when shipping the item back to us.

Product Integrity

To be eligible for a full refund or exchange, items must be returned in their original packaging. We require that the furniture has not been modified, used, or damaged by the user after receipt. All assembly parts and instruction manuals must be included in the return package.

Order Cancellation

If you wish to cancel your order, please contact us within 24 hours of placement. If the order has already been dispatched, it will be treated as a "No-Reason Return," and you will be responsible for the return shipping costs.

Disclaimer

We are not responsible for any damage caused by improper assembly or misuse of the furniture by the customer. If an item is returned and found to be damaged due to user error rather than the reasons stated in Section 2, we reserve the right to deny the refund or deduct repair costs from the total refund amount.

Contact Us

If you have any questions regarding our policies, please contact us using the information below:

Address: 2457 Lawley St #1, Detroit, MI 48212, United States
Phone: +1 (313) 759-2151
Email: solutions@crystalhaveneu.com
Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (Central European Time, CET)