Refund policy

Return & Exchange Policy

Last Updated: March 27, 2026

At Fortuna Crystal, we want you to love your jewelry. If you are not completely satisfied with your purchase, we are here to help.

1. Return Window

We offer a 30-day return policy. If 30 days have gone by since your item was delivered, unfortunately, we cannot offer you a refund or exchange.

2. Eligibility for Returns & Exchanges

To be eligible for a return or exchange, your item must be:

  • Unused, unworn, and in the same condition that you received it.

  • In the original packaging, including any pouches, boxes, or certificates provided.

Please note: Custom-made items, personalized jewelry, and final sale items cannot be returned or exchanged unless they arrive damaged or defective.

3. Natural Crystal Disclaimer

Every natural crystal is unique. Variations in color, texture, natural inclusions, minor internal fractures (ice cracks), or surface characteristics are a normal part of the stone's natural beauty and are not considered defects. Returns based on these natural variations will be treated as standard returns, and return shipping costs will apply.

4. How to Initiate a Return or Exchange

To start a return, please contact us at hello@fortunacrystal.com with your order number and the reason for the return.

Do not send your purchase back without contacting us first. Once your return is approved, we will provide you with the exact return shipping address and instructions.

5. Return Shipping Costs

  • Customer Responsibility: You will be responsible for paying your own shipping costs for returning your item unless the item received was incorrect or defective. Original shipping costs are non-refundable.

  • Defective/Incorrect Items: If the return is due to our error (you received an incorrect or defective item), we will cover the return shipping costs.

  • We strongly recommend using a trackable shipping service or purchasing shipping insurance for items over $75. We cannot guarantee that we will receive your returned item.

6. Refunds

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain amount of days.

7. Contact Us

If you have any questions about how to return your item to us, please contact us: Company: Fortunacrystal Limited Email: hello@fortunacrystal.com Phone: +86 18061333030 Business Address: Room 13, 7/F, Por Kun Mansion, 50 Hung To Road, Kwun Tong, Hong Kong