Refund Policy

Justaro Crystal House offers lifestyle and home essentials that are checked before they are packed for delivery. However, we understand that issues may still arise due to handling, courier transit, or honest mistakes.

This Refund Policy describes the conditions under which we may accept returns, offer exchanges, or process partial or full refunds. It also outlines your responsibilities as a customer when raising a concern about your order.

2.1 Damaged or defective items

You may request assistance if the item you received appears to be damaged, broken, or not functioning as intended on first use. Examples include:

• Noticeable cracks or breakage upon opening the package.
• Serious defects that prevent normal use (for functional items).
• Stains or major manufacturing issues visible immediately after delivery.

Please send clear photos or short videos of the concern, along with your order details, within a reasonable time after receiving the parcel. This helps us assess the situation and coordinate a solution.

2.2 Incorrect item or wrong variation

You may contact us if:

• You received a different product from what was agreed upon during final confirmation.
• The size, color, or style delivered does not match the final order summary you approved.

Our team will compare the delivered item with the confirmed order details. If there is a clear error on our side, we will discuss replacement or refund options with you.

2.3 Items missing from the delivery

If you believe that a confirmed item is missing from your package, please inform us as soon as possible so we can check dispatch records and coordinate with the courier if necessary.

When requesting a return or exchange, we may ask that items meet these general conditions:

• The concern is reported within a reasonable time after the item is delivered.
• The item is in substantially the same condition as when received (unless the issue is a defect).
• Packaging, labels, or accessories that are important for resale or identification are still available.
• Clear photos or videos of the product and packaging are provided to help us investigate.

Certain items may not be eligible for return due to hygiene, safety, or practical reasons. In such cases, our team will explain the limitations and discuss alternative ways to address your concern, if possible.

While we do our best to be accommodating, we may not be able to offer a refund or exchange in the following situations:

• The item has been heavily used, altered, or intentionally damaged after delivery.
• Normal wear and tear or minor variations that do not affect overall use (for example, slight color differences due to lighting or screen settings).
• Change of mind after the item has been used or after the agreed confirmation and payment process are completed.
• Requests made long after delivery, where it is difficult to verify the original condition or issue.

If you believe there is a problem with your order, please follow these steps:

• Prepare your basic order details (name, contact number, and date of order).
• Take clear photos or videos showing the product and any visible issue, plus the packaging if relevant.
• Reach out to us via the official contact channels listed below.
• Provide a short description of your concern and attach the supporting photos or clips.

Our team will respond within a reasonable time frame to guide you on the next steps. Depending on the situation, we may offer:

• A replacement of the affected item, when available.
• A partial or full refund, subject to review.
• An alternative arrangement that both sides agree is fair.

As part of our ordering process, a payment link or set of payment instructions will be shared with you only after you confirm the final order details with a Justaro Crystal House representative.

Once the payment link or instructions are sent, you are generally given 24 hours to complete the payment. This helps us manage inventory and avoid holding items for too long without confirmation.

We reserve the right to:

• Cancel or release unpaid orders after the 24-hour payment window has passed.
• Adjust the reservation period when special arrangements are agreed upon in advance.

If you need more time to pay due to banking schedules or personal reasons, kindly inform us as early as possible during the confirmation stage so we can see if a reasonable extension is possible.

If a refund is approved, we will usually process it through the same payment channel used for the original transaction, whenever possible. For example:

• GCash to GCash refund (subject to platform rules).
• Bank transfer refunds, as agreed with the customer.

Processing times may vary depending on the payment provider and banking schedules. We will let you know once a refund has been issued on our side, and you may also receive notifications directly from your payment service where applicable.

From time to time, we may update this Refund Policy to reflect adjustments in our processes, product lines, or applicable regulations. Any changes will be published on this page.

We recommend reviewing this policy from time to time, particularly before placing a new order or requesting a refund or exchange.