Return Policy

Effective date: June 2026

At Crystal Glassware we want you to be fully satisfied with every purchase. If something is not right, we are here to help — provided the conditions below are met.

1. Video Recording Requirement

To protect both our customers and our business, a clear, uninterrupted video of you opening the sealed parcel must be recorded at the moment of delivery. This is a mandatory requirement for any return or refund claim.

• Start recording before breaking any seal, tape, or packaging.
• Keep the camera steady and ensure the entire parcel and its contents are clearly visible throughout.
• Do not pause, cut, or edit the video at any point.
• The video must show the courier label / order details on the outer box.
• Upload the video when submitting your return request.

Important: Any return claim submitted without a qualifying unboxing video will be automatically declined. No exceptions will be made.

2. Eligible Return Reasons

Returns are only accepted for the following reasons (supported by the unboxing video):

• Item received was damaged or broken.
• Wrong item was delivered (different product or variant).
• Item is significantly different from what was described or shown on the website.
• Item is missing from the order.

3. Return Window

Return requests must be submitted within 3 days of receiving your order. Requests raised after this period will not be entertained.

4. Conditions of Return

• Items must be unused, unwashed, and in their original packaging.
• All original tags and accessories must be included.
• Customized or personalized products are non-returnable unless they arrive damaged.
• Items purchased on clearance or final-sale are non-returnable.

5. How to Request a Return

1. Log in to your Crystal Glassware account and go to My Orders.
2. Select the relevant order and click Request Return.
3. Choose the reason for return and upload your unboxing video.
4. Our team will review your request within 2–3 business days.
5. If approved, you will receive collection or drop-off instructions via email or WhatsApp.

You can also contact us directly via our Contact Us page or call +92 313 2408480.

6. Refunds

Once the returned item is received and inspected, refunds are processed within 5–7 business days to your original payment method or as store credit. Shipping charges are non-refundable unless the return is due to our error.

7. Non-Returnable Items

• Customized / personalized products (unless damaged on arrival).
• Clearance or final-sale items.
• Items returned without an unboxing video.
• Items returned after the 3-day window.
• Items that show signs of use, washing, or damage caused by the customer.

8. Changes to This Policy

Crystal Glassware reserves the right to update this Return Policy at any time. Changes will be reflected on this page with a revised effective date.