Return & Exchange Policy

We have a seven (7) calendar days refund and exchange policy upon your receipt of the order, subject to the following terms and conditions:

  1. Items/orders that you wish to refund or exchange must follow all the requirements that have been listed out in our return and exchange requirement list.
  2. All packaging must be unmarked and not defaced in any manner.
  3. Any item that is received with tags attached must be exchanged with those tags intact.
  4. This policy does not apply to items which have been stated as non-exchangeable and non-refundable on the website
  5. Items purchased as part of a set or multi-item pack, have to be exchanged as a whole set.
  6. Exchanges performed through offline channels do not need to be exchanged with the same item which was purchased. Exchanging the returned item with another item is permittable.
  7. Product are exchangeable to same price or higher price only which require customer to top up the remained balance but in case customer interested on another product which is lower price from the purchased product the remain balance shall be forfeited.
  8. If the product for which you wish to exchange is of a lower price, then no balance amount will be refunded to you.
  9. In case customer changing their mind by cancelling upon receipt their product or their product is already out from our warehouse, the company have the right NOT TO REFUND or EXCHANGE any purchased claims from the customer.

Please note under this policy, we do not generally permit the refund or exchange of:

  1. Refund requisitions made after the redemption period (7 calendar days upon receipt of the order).
  2. Requests that have been rejected by our customer support officers.

How do I submit a refund or exchange request?

Should there be any dissatisfaction with the product received and you wish for an exchange, you will need to contact our customer service at 07-597 0194 / 017-319 8288 within seven (7) calendar days of receiving the products. The request will be review by our team, and the customer will be notified on the status of the request within 7 working days.

Items for Customers to note:

  1. Exchanges are subject to availability. If the store does not have any more stock, you may exchange another product with different value, or convert to in-store credit for future purchases.
  2. Exchanges may apply for the same product of a different colour or for different products that serve the same function at the same price. Such exchanges are subject to a mutual agreement between yourself and the Shang Crystal team.
  3. Any exchanges for products of higher prices will require additional payment to make up the price differential.
  4. Any exchanges for products of lower prices will results in the remaining balance will be forfeited.
  5. In-store credit also known as Agent Credit cannot be refunded nor transfer to other user.