Refund policy

Shipping & Returns Policy

Last updated: May 2026

Welcome to Krystaze. We are committed to providing you with premium phone accessories and an exceptional shopping experience. This policy outlines our terms for shipping, returns, refunds, and customer support to ensure complete transparency and peace of mind.

I. Payment Methods

We accept the following secure payment options for your convenience:

Debit and Credit Cards (Visa, Mastercard, American Express)
Bancontact
PayPal (secure payment system)

Depending on your order and location, we reserve the right to offer alternative payment methods or temporarily disable certain options for security purposes. All transaction fees associated with your chosen payment method are your responsibility.

II. Discount Vouchers & Promotional Codes

II.1 Voucher Distribution

Discount vouchers are distributed exclusively as part of promotional campaigns. They are non-transferable, cannot be purchased, and have a clearly stated expiration date.

II.2 Voucher Usage Terms

Discount vouchers are valid only during the specified promotional period and may be applied once per order. Certain products may be excluded from voucher benefits, and a minimum purchase amount may apply.

II.3 Payment & Redemption

To redeem a voucher, your order total must meet or exceed the discount value. Any remaining balance must be paid using an accepted payment method. Voucher credits are non-refundable, do not accrue interest, and cannot be exchanged for cash.

If you return part or all of your order, the portion of the payment covered by the voucher will not be refunded.

II.4 Application Process

Voucher codes must be entered at checkout before completing your order. Codes cannot be applied retroactively to orders already placed. Unless otherwise stated, multiple vouchers cannot be combined in a single transaction.

II.5 Partial Returns

If you used a discount voucher and later return part of your order, we reserve the right to charge the full non-discounted price if the remaining order value falls below the voucher threshold.

III. Returns & Refunds

III.1 30-Day Return Window

You may return eligible products within 30 days of delivery. To qualify for a return, items must be unused, in their original packaging, and in resalable condition.

III.2 Return Eligibility Restrictions

Krystaze reserves the right to decline returns or refunds in the following cases:

Products showing signs of use, wear, or damage caused by the customer
Items with missing or damaged original packaging
Products that remain fully functional with no defects affecting their intended use
Items posing hygiene risks (e.g., products in direct contact with skin)

If you believe your situation warrants an exception, please contact our customer service team with detailed photos and a full description of the issue.

III.3 Refund Processing

Once your return is approved and received, refunds are processed within 2 business days. Depending on your bank or payment provider, it may take up to 10 business days for the funds to appear in your account.

IV. Damaged or Incorrect Items

We take great care in packaging and inspecting all products before shipment. However, if an issue occurs, we will resolve it according to the criteria below.

IV.1 Severely Damaged Products

If your product arrives with significant damage that affects its functionality or appearance, we will offer a full refund or replacement. To process your claim, please provide clear photos or videos of the damaged item and packaging.

IV.2 Minor Cosmetic Damage

For products with minor cosmetic imperfections (such as small scratches, slight wrinkles, or surface blemishes) that do not affect functionality, we may offer a partial refund or replacement at our discretion.

IV.3 Incorrect Products

If you receive a product that is completely different from your order, we will provide a full refund or replacement upon verification.

IV.4 Wrong Color or Size

For products delivered in the wrong color or size that do not impact functionality, we will offer a resolution upon receipt of photographic evidence and a formal complaint.

IV.5 Missing Parts or Accessories

If a component or accessory is missing from your order:

Non-functional impact: We will resend the missing part or offer a partial refund
Functional impact: We will resend the complete product
Accessories only: We will resend the missing accessory

V. Claims & Dispute Resolution

V.1 Claim Submission Window

All complaints or disputes regarding phone cases and accessories must be submitted within 30 days of the delivery date. Claims submitted after this period may not be eligible for resolution.

V.2 Required Evidence

To expedite your claim, please provide:

Your order number
Clear photos or videos of the product and packaging
A detailed description of the issue
For non-delivery claims: Official certification from your local post office (with seal)

V.3 Return Shipping

If a return is approved, items must be shipped back to us within 30 days of receiving return authorization. Return shipping costs may be covered by Krystaze depending on the nature of the issue.

V.4 Fragile Items

For fragile accessories (such as tempered glass screen protectors) that arrive broken, a refund is typically the fastest and most practical resolution.

VI. Right of Withdrawal & Exclusions

In accordance with European consumer protection laws, you have the right to withdraw from your purchase within the specified return period.

VI.1 Unacceptable Return Reasons

We cannot accept returns or refunds for the following reasons:

Change of mind or buyer's remorse after processing
Ordering the wrong product model (e.g., incorrect phone model compatibility)
Normal product characteristics such as "new product smell" from plastics or silicone
Customer-provided incorrect shipping address