Refund & Cancellation Policy
Yes Crystal Wholesale · Last updated 15 September 2026
We want every parcel to arrive right. This page explains when you can exchange or return a piece, when we refund, and how to cancel an order before it ships. Natural stone varies from piece to piece, so please read section 3 before you order.
1. Scope
This policy covers orders placed through this website, including orders locked in during a TikTok or Shopee livestream. It applies alongside your rights under Malaysian consumer law, which this policy does not take away.
2. 7-day grade exchange
If a piece does not match the grade, size or description it was sold under, tell us within 7 days of delivery and we will exchange it for the correct piece or refund it. Send photos in natural light together with your order number. The piece must be unworn and in its original packing.
3. Natural variation is not a defect
Crystals are natural material. Colour, banding, inclusions, clarity, matrix and exact bead size vary between pieces and between batches, and photos are taken in daylight so screens may render colour differently. Normal variation of this kind is not a defect and is not grounds for a return.
4. Damaged, wrong or missing items
If an item arrives broken, or the wrong item was sent, or something is missing from the parcel, tell us within 48 hours of delivery with photos of the item, the packing and the outer box. We will replace it, or refund it if no replacement is available, and we pay the return postage.
5. Livestream purchases
Pieces bought during a livestream are sold as seen, at a price agreed live, and are one-off items. They may be exchanged or refunded under sections 2 and 4 if they are damaged or do not match what was shown, but they are not eligible for change-of-mind returns.
6. Change of mind
Because every piece is inspected and photographed before dispatch, we do not normally accept change-of-mind returns on wholesale orders. If you want to return an unopened, unworn order for another reason, message us within 7 days of delivery and we will consider it case by case. Return postage would be yours, and a restocking fee may apply.
7. Items we cannot take back
Earrings and any pierced jewellery, custom-strung or restrung pieces, clearance and final-sale lots, and any item that has been worn, cleansed, charged, resized or altered after delivery.
8. How to make a request
Message us on WhatsApp or email hello@yescrystal.my with your order number, the item, what is wrong, and clear photos. Please do not send anything back before we confirm, as unannounced returns cannot be traced to an order.
9. Return shipping
If the return is our error — wrong item, damaged in transit, or a grade mismatch under section 2 — we pay the return postage. For any other approved return, the postage is yours and we recommend a tracked service, as we cannot process a return we never receive.
10. Refund method and timing
Approved refunds go back to the original payment method within 14 working days of us receiving and checking the returned item. Depending on your bank or e-wallet, the money may take a few more days to appear. Shipping charges already paid are refunded only where the whole order was our error.
11. Cancelling an order
You can cancel any unpaid order at any time — just tell us, or leave it and it will lapse. A paid order can be cancelled for a full refund any time before it is handed to the courier. Once it has been dispatched it can no longer be cancelled, and sections 2 to 6 apply instead.
12. Orders we may cancel
We may cancel an order and refund you in full if the item turns out to be out of stock or damaged in the warehouse, if a price or description was listed in obvious error, or if we cannot verify the payment. We will always tell you why.
13. Questions
For anything about a refund, exchange or cancellation, message us on WhatsApp or email hello@yescrystal.my.