At Krysant, we want customers worldwide to shop with confidence. This policy explains when you may return a product, request a refund or replacement, cancel an order, or seek assistance through Krysant Purchase Protection.
Standard Returns
Unless a different return condition is clearly stated on the applicable product detail page, most eligible products may be returned within 30 days of delivery.
To qualify for a standard return, the product should generally be returned in substantially the same condition in which it was received, together with any applicable:
- Accessories
- Manuals and documentation
- Tags and labels
- Certificates
- Original components and packaging, where applicable
Some products may be non-returnable or subject to special return conditions due to hygiene, health and safety requirements, perishability, customization, hazardous-material restrictions, digital delivery, transportation requirements, or the nature of the product.
Damaged, Defective, Incorrect or Misdescribed Products
A product being marked as non-returnable does not prevent a customer from seeking an appropriate remedy when the product is:
- Damaged upon delivery
- Defective or not functioning as described
- Incorrect or different from what was ordered
- Incomplete or missing components
- Counterfeit or otherwise inauthentic
- Unsafe
- Materially different from its product description
Depending on the circumstances, Krysant or the applicable seller may provide one or more of the following resolutions:
- Full or partial refund
- Replacement
- Repair
- Replacement component or part
- Returnless resolution
- Another appropriate remedy agreed with the customer
Return Shipping Costs
For returns caused by seller error—including products that are damaged, defective, incorrect, or materially misdescribed—the seller will normally be responsible for reasonable return shipping costs.
For ordinary change-of-mind returns, the customer may be responsible for return shipping costs unless free returns are offered for the applicable product or order.
Refunds
Refunds will normally be issued to the original payment method after the returned product has been received and, where appropriate, inspected.
The time required for a refund to appear in your account may vary depending on your bank, card issuer, payment provider, or other financial institution.
In some circumstances, Krysant or the applicable seller may offer an alternative resolution instead of a refund, depending on the nature of the issue and applicable law.
Order Cancellations
Orders may generally be cancelled before shipment where fulfilment can still be stopped.
Once an order has shipped, cancellation may no longer be possible. In that situation, customers should use the applicable return process after delivery.
How to Request a Return, Replacement or Cancellation
Customers can initiate a return, replacement, cancellation, or order-related claim through:
My Account → My Orders
Follow the instructions provided for the relevant order and select the option that best describes your issue.
Where appropriate, customers may be asked to provide supporting information or evidence, such as photographs, videos, order details, or other documentation.
Krysant Purchase Protection
If an eligible issue cannot be resolved directly with the seller, the customer may request review under Krysant Purchase Protection.
Krysant may review relevant information before determining the appropriate resolution, including:
- Order and payment details
- Product-listing information
- Shipping and tracking information
- Proof of delivery
- Customer and seller communications
- Photographs or videos
- Serial numbers or other identifying information
- Return tracking information
- Other relevant evidence
Based on the circumstances and available evidence, Krysant may determine an appropriate resolution, which may include a refund, replacement, repair, partial refund, or another suitable remedy.
Returns, Refunds and Cancellation Abuse
Krysant reserves the right to investigate activity that appears to involve fraudulent, excessive, or abusive returns, refunds, replacements, or cancellations.
Where misuse is reasonably established and permitted by applicable law, Krysant may restrict or suspend certain account privileges.
This does not affect any consumer rights or legal remedies that cannot lawfully be restricted.
Your Legal Rights
Nothing in this policy limits or excludes any consumer right, statutory guarantee, cancellation right, refund right, warranty, or other remedy that cannot lawfully be limited or excluded under the laws applicable to your purchase.
Where applicable local law provides greater protection than this policy, the applicable local law will prevail.
Contact & Support
If you have a question about a return, refund, replacement, cancellation, or an order-related issue, please access the relevant order through:
My Account → My Orders
Krysant may request additional information where necessary to review your request and determine the appropriate resolution.