Refund policy

At HB Crystal, we are committed to providing high-quality crystals, rhinestones, motifs, garment accessories, and related services. We want every customer to have a smooth and satisfactory experience.

Please read the following Refund & Return Policy carefully before placing an order.

1. Order Cancellation

Orders may be cancelled before they are processed or dispatched.

Once an order has been processed, customized, prepared, or dispatched, cancellation may not be possible.

To request a cancellation, please contact us as soon as possible through WhatsApp, phone, or email.

2. Returns

We accept returns only for eligible products that are:

• Unused and in their original condition
• In the original packaging
• Not customized or specially prepared
• Returned within the agreed return period

Customers should contact HB Crystal before sending any product back. Unauthorized returns may not be accepted.

3. Damaged or Incorrect Products

If you receive a damaged, defective, or incorrect product, please contact us as soon as possible after delivery.

We may request photographs, videos, order details, or other information to verify the issue.

After verification, we may provide an appropriate solution, which may include:

• Replacement of the product
• Exchange
• Refund, where applicable

4. Customized Products

Customized products, including specially designed rhinestone patterns, custom motifs, logos, personalized heat-transfer sheets, and other made-to-order products, are generally non-refundable and non-returnable once production has started.

This is because customized products are prepared specifically according to the customer’s requirements.

5. Crystal Application & Fixing Services

Fees paid for professional crystal application, heat-press, hot-fix, or other customized application services are generally non-refundable once the service has been completed.

If you believe there is a quality issue with a completed service, please contact us so we can review the matter and determine an appropriate solution.

6. Wholesale & Bulk Orders

Wholesale and bulk orders may be subject to different return, exchange, or cancellation conditions depending on the quantity, product type, and order specifications.

Customers are advised to confirm product details, quantities, colors, sizes, and specifications before placing bulk orders.

7. Refund Process

If a refund is approved, HB Crystal will process the refund using the applicable payment method or another agreed method.

The time required for the refund to appear in your account may depend on your bank, payment provider, or financial institution.

8. Shipping & Delivery Charges

Shipping and delivery charges may be non-refundable unless the return is due to an error by HB Crystal, such as sending an incorrect product or a verified damaged product.

Return shipping costs may be the responsibility of the customer unless the return is due to an error or verified issue caused by HB Crystal.

9. Non-Returnable Items

The following items may not be eligible for return or refund:

• Customized or personalized products
• Made-to-order designs
• Used or altered products
• Products without original packaging
• Products damaged after delivery due to improper handling
• Products specifically sourced or ordered according to customer requirements

10. How to Request a Refund or Return

To request a return, exchange, or refund, please contact us with:

• Customer name
• Order details or invoice number
• Product name
• Reason for the request
• Photos or videos, where applicable

Our team will review the request and inform you of the next steps.

11. Policy Changes

HB Crystal reserves the right to update or modify this Refund & Return Policy at any time. Changes will be published on this page with an updated Last Updated date.

12. Contact Us

For refund, return, exchange, or order-related inquiries, please contact:

HB Crystal
Phone / WhatsApp: +971 52 773 0069
Email: hbcrystal7787@gmail.com
Website: hbcrystal.ae
Working Hours: 10:00 AM – 11:00 PM

HB Crystal
Premium Crystals, Rhinestones, Motifs & Garment Accessories Across the UAE.