Return and Refund Policy

Last Updated: January 16, 2025

At Crystal Bear Limited, customer satisfaction is important to us. If you are not fully satisfied with your purchase, we are here to help. Please review the information below regarding our return, refund, and cancellation policies.

Return Eligibility

To qualify for a return, items must meet the following conditions:

  • Returned within 30 days of delivery
  • Unused, unworn, and in original condition
  • Returned with original packaging, tags, and included accessories
  • Accompanied by proof of purchase such as your order number or receipt

For hygiene and quality assurance reasons, we cannot accept returns for items that have been worn, damaged, altered, or returned without original packaging.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Used or worn accessories
  • Items marked as final sale or non-returnable
  • Gift cards
  • Promotional or complimentary items
  • Products damaged due to misuse, improper handling, or normal wear and tear
  • Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery and provide:

  • Your order number
  • A brief explanation of the issue
  • Clear photos of the item and packaging

Once reviewed and approved, we will arrange a replacement or issue a refund when appropriate.

How to Request a Return

To initiate a return, please contact our customer support team with your order number and reason for return.

Returns sent without prior approval may not be accepted.

Return Shipping

  • Customers are responsible for return shipping costs unless the item received was defective or incorrect.
  • We recommend using a trackable shipping service for all returns.
  • Crystal Bear Limited is not responsible for lost or delayed return shipments.

Refunds

Once your return has been received and inspected, we will notify you by email regarding the status of your refund.

  • Approved refunds will be issued to the original payment method.
  • Please allow 5–10 business days for the refund to appear, depending on your payment provider or bank.
  • Original shipping fees are non-refundable unless the return is due to our error.

Exchanges

We currently do not offer direct exchanges.

If you would like a different item, please return the eligible product for a refund and place a new order separately.

Order Cancellations

Orders are processed quickly to ensure timely shipping.

If you need to cancel an order:

  • Please contact us as soon as possible
  • Orders that have not yet shipped may be canceled
  • Orders already shipped must follow the standard return process
  • Return Contact Information

All returns must be approved before shipping.

Return Address

Crystal Bear Limited
Address: Room D11, 10/F, How Ming Factory Building, 99 How Ming Street Kwun Tong, Kowloon, Hong Kong
Email: service@crystalbearltd.com
Phone: +852 5423 1005