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Refund policy

 

Return and Refund Policy

Last Updated: April 15, 2026

At JMcrystal, we are committed to ensuring your complete satisfaction. Given the handcrafted nature of our products, please review our specific policies for Lighting and Handcrafted Rugs below.

1. Return Window & Eligibility

  • Lighting Fixtures: You have 30 days from the date of delivery to request a return or exchange. Items must be in original packaging, unused, and include all parts.

  • Handcrafted Rugs: Since each rug is handcrafted to order specifically for you, we do not accept returns or exchanges for rugs unless they arrive damaged or have significant manufacturing quality issues.

2. Return Shipping Fees & Responsibility

Reason for Return Who Pays for Shipping? Restocking Fee
Defective / Damaged / Wrong Item (All Products) Paid by JMcrystal (Free) None
Customer Remorse - Lighting (Don't like, wrong size, changed mind) Paid by Customer None (Original condition)
Customer Remorse - Rugs (Color/Size preference, "don't like it") Not Applicable Non-Returnable

3. Special Provisions for Handcrafted Rugs

Because our rugs are made from natural fibers and are 100% handmade:

  • Artisanal Variations: Minor variations in color, shading, and texture, as well as a size variance of up to 3 inches, are considered unique characteristics of the craft and are not classified as quality defects.

  • Shedding & Scent: Natural shedding and the initial "natural fiber" scent are normal and are not grounds for a return.

4. Return Process

  1. Contact Us: Email info@jmcrystal.com with your order number and clear photos of the item/packaging.

  2. Authorization: Our team will review your request within 24-48 hours. Note: Returns sent back without prior authorization will not be accepted.

  3. Shipment: Authorized returns must use a trackable shipping service.

5. Refund Processing

  • Inspection: Once we receive and inspect your return, we will notify you of the status.

  • Refund Method: Approved refunds will be issued to your original payment method.

  • Timeline: Refunds are processed within 7 business days after receipt. Your bank may take an additional 3-5 days to post the credit.

6. Order Cancellations

  • Within 24 Hours of Purchase: Full refund upon request.

  • After 24 Hours: A 30% processing fee will be applied. This is because our lighting and rugs are often prepared or entered into the artisanal production queue immediately to meet our delivery timelines.

7. Delivery Guarantee

If your order is not delivered within 90 days due to shipping issues, you are entitled to a full refund or a free replacement.

Contact Information

For any questions, please contact our customer service team:

Email: info@jmcrystal.com
WhatsApp: +1 753 901 1327
Service Hours: Mon–Sat 9:00 AM – 5:00 PM (GMT-8:00)
Address: 30 N Gould St Ste N, Sheridan, WY 82801, USA