Last Updated: [30 ] [Nov], 2025

At Meruisa Crystal, we are committed to ensuring a clear and smooth experience for you from browsing to unboxing. Please read the following policy carefully.

Part 1: Shipping Policy

Order Processing Time

All orders are processed and prepared for shipment within 1-3 business days after payment verification (excluding weekends and public holidays). Custom-made or pre-order items please check with our customer services for special production or lead times.

Shipping Methods & Costs

Standard Shipping: We offer tracked standard courier services. Shipping costs are automatically calculated at checkout based on destination and package weight/volume.
Expedited Shipping: Express service options (e.g., DHL Express, FedEx International Priority/SF Express) may be available for select regions. For options and costs please check with our customer services via Live Chat/Whatsapp or email hello@meruisacrystal.com.
Free Shipping Threshold: We offer [e.g., Free Express Shipping within Hong Kong/ Free Standard Shipping to select countries] on orders over [e.g., $500 HKD / $1500 HKD]

Shipping Times (Estimates)

Domestic (e.g., within Hong Kong): 1-7 business days
International (e.g., Asia, North America, Europe, Oceania): 7-20 business days
Please Note: The times above are estimates and begin once the package is handed to the carrier. Transit times may be extended due to customs clearance, peak logistic seasons (e.g., holidays), weather, or force majeure events. Meruisa Crystal cannot control carrier performance and is not liable for shipping delays, but we are happy to assist you with tracking.

International Orders (Duties & Taxes)

You, as the recipient, are the importer of record in your country and are solely responsible for paying all import duties, Value Added Tax (VAT), Goods and Services Tax (GST), or any other fees levied by your customs authority. Meruisa Crystal cannot predict or pay these fees at the time of shipment. Payment of these charges is necessary for customs clearance and receipt of your package. If refused, the package may be returned, and associated costs will be deducted from your refund.

Package Tracking

Once your order ships, you will receive a confirmation email with a tracking number and a link. You can use this number on the carrier’s website to follow your package’s journey.

Lost or Damaged Packages

Shipping Damage: If you receive a package with obvious external damage, please note it with the delivery agent before signing. If the item inside is damaged in transit, please take clear photos/videos within 48 hours of receipt and contact our customer service team immediately.
Lost Package: If tracking shows “delivered” but you haven’t received it, please check with neighbors or your building management first. If confirmed lost, contact us promptly so we can initiate an inquiry with the carrier.

Part 2: Return, Exchange & Refund Policy

We want you to love your crystal completely. If you need to return an item, please follow the policy below.

Return Eligibility

Return Window: Returns must be requested within 30 days of the date you received the item.
Item Condition: Items must be in new, unused, and undamaged condition. All original tags, certificates, and packaging (including inner liners and boxes) must be returned intact.
Non-Returnable Items: The following are not eligible for return:
Customized or personalized products (e.g., engraved crystals).
Final Sale items (clearly marked as such).
Items returned by customs due to unpaid duties/taxes.
Returns for non-quality related reasons (see Section 5 below).

Return Process (Must Follow)

Contact Us: Within the return window, email us at [e.g., hello@meruisacrystal.com] or use the website contact form with your order number and reason for return.
Get Authorization: Our team will review your request. If eligible, we will email you a Return Merchandise Authorization (RMA) Number and the return address. Returns without an RMA number will not be processed.
Ship Item Back: Securely pack the item and include the handwritten RMA number. We strongly recommend using a trackable service and purchasing shipping insurance. You are responsible for the risk of loss or damage until we receive and inspect the return.
Inspection & Refund: We will inspect the returned item within 7-10 business days of receiving it at our warehouse. Once the condition is verified, we will initiate the refund.

3. Refund Processing

Refund Method: Refunds are issued to the original payment method used for the purchase.
Refund Timing: After issuance, it may take 5-15 business days for the refund to appear in your account, depending on your bank or payment processor.
Refund Amount: We will refund the cost of the item(s). Original shipping costs are non-refundable. If you pay for return shipping, that cost is also your responsibility.

Exchanges

We primarily handle returns and new purchases. To exchange for a different item, we recommend processing a return for a refund and placing a new order.

Important Disclaimer Regarding Natural Crystal Characteristics

Meruisa Crystal sells natural minerals. Each crystal possesses unique internal characteristics such as inclusions, fractures, clouds, mineral phantoms, color zoning, and growth textures. These are authentic signatures of natural formation, not manufacturing defects or quality issues. They do not affect the crystal’s energetic properties or value.
Therefore, subjective dissatisfaction with a crystal’s natural appearance, color, or perceived energy is not a valid reason for return or refund.Please review product descriptions and images carefully before purchasing, and refer to our [Product Information & Disclaimers] page.

Defective or Incorrect Items

If we sent the wrong item, or you receive an item with a genuine workmanship defect (not a natural characteristic), please contact us within 7 days of receipt with photographic evidence. We will resolve it promptly, covering return shipping, and arrange for a replacement, re-shipment, or refund.