Refund policy

Return and Complaint Policy: Cristallo

Last updated: July 9, 2025

At Cristallo, we strive to make every product precisely, to a high standard and in line with the customer's requirements. Because of the nature of our products, handcrafted and made to measure, special conditions apply to returns and complaints.

1. Returns

Since all our products are made to individual order, returns are not possible if the product was made according to the ordered specifications.

Returns are not possible in the following cases:

If the product has already been made to the customer's measurements
If the customer approved the sketches, dimensions or visuals before fabrication
If aesthetic differences result from natural materials (for example, hand-finished glass or metal)

2. Product complaints

The customer has the right to file a complaint in the event of:

Physical damage that occurred during delivery (and was not noted in advance)
A product that deviates from the agreed specification
Defects resulting from fabrication (within a reasonable period)

Complaint procedure:

Contact us no later than 48 hours after receiving the product, by email:
📧 cristalloluxury@gmail.com
Send a description of the problem and photos of the damage or defect.
After reviewing it, we will respond within 3 business days with information on next steps.
If the complaint is justified, we will provide:
- Repair of the product
- Or a new product at no additional cost

3. Delivery of a damaged product

If physical damage caused by transport is visible when you receive the product, please report it to the courier immediately and refuse the shipment. Otherwise, the product will be considered delivered in good condition.