Refund policy
Last updated: October 18, 2026
Returns and cancellations
Return eligibility depends on the items in your order.
Where returns are accepted, items must be unopened, unused and in perfect condition, with their original packaging, accessories, seals, labels and documentation. Proof of purchase or your order number is required. These conditions do not affect your statutory rights described below.
You may request the return of an eligible product within 30 calendar days of receiving it.
You are responsible for arranging and paying for return shipping, except in cases of an error or damage attributable to transport.
You can request cancellation or removal of items from your order until the item is shipped.
How to start a return or cancellation
Whether return or cancellation requests are accepted depends on the terms above and your rights under applicable law.
Email crysalidas.tienda@gmail.com with your order number, the product and the reason for the return.
If your return is approved, we will provide you instructions on how and where to send your package to complete your return.
Items sent back without first requesting a return will not be accepted.
Damages and issues
Please inspect your order when you receive it and contact us immediately if an item is defective or damaged, or if you received the wrong item.
Exceptions and non-returnable items
Opened or used cosmetic products cannot be returned under our voluntary returns policy. Your statutory rights for defective or non-conforming goods remain unaffected.
Contact us if you have questions about whether a specific item can be returned.
Exchanges
We do not offer direct exchanges. To receive a different product, request a return and refund for an eligible item and place a new order.
European Union returns and cancellations
If you are a consumer in the European Union and purchase goods online, you may have the right to cancel your order within 14 days after the day you receive your goods for any reason, unless an exemption applies.
After you notify us that you wish to cancel, you must return the goods within 14 days.
We will refund eligible cancelled orders within 14 days after we are informed of your cancellation, but we may withhold the refund until we receive the goods back or receive evidence that you have sent them back.
For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We are not required to refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.
To request a return, follow the instructions above under how to start a return. To request a cancellation, contact us.
United Kingdom returns and cancellations
If you are a consumer in the United Kingdom and purchase goods online, you may have the right to cancel your order within 14 days after the day you receive your goods, unless an exemption applies.
After you tell us you wish to cancel, you must return the goods to us within 14 days.
We will refund eligible cancelled orders within 14 days after we receive the returned goods or receive evidence that you have sent them back.
For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We may not refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.
To request a return, follow the instructions above under how to start a return. To request a cancellation, contact us.
Refunds
We will notify you after we receive and inspect your return and let you know whether the refund was approved. If approved, you will be refunded to your original payment method, unless otherwise stated. Our estimated processing time is 7 to 14 business days after confirming receipt and inspection of the returned product, subject to the statutory cancellation and refund rights described above. Your bank or payment provider may need additional time to process and post the refund.
If you do not see your refund within a reasonable period of time since your refund was approved, contact us.
This policy does not limit any rights you may have under applicable consumer protection laws, including rights that may apply if goods are defective, not as described, not delivered within the required or agreed timeframe, or otherwise do not comply with applicable law.
Contact
To request a cancellation, start a return, inquire about a return, ask about a new purchase or report damaged items, please contact us at crysalidas.tienda@gmail.com.