Return & Refund Policy

Thank you for shopping with Crystal Tomato India.

If you are not fully satisfied with your purchase, we’re here to help.


Returns

We offer a simple and straightforward return policy.

You may raise a return or exchange request within 24-48 hours of delivery for the following reasons:

  • Damaged or defective product received.
  • Expired product received.
  • Incorrect product delivered.
  • Product is not genuine.

Partial returns are accepted—meaning you can return one or more products from your order.

Eligibility Criteria

To be eligible for a return:

  • The item must be unused and in the same condition as received.
  • The item must be in its original packaging.
  • Please keep the outer box, bubble wrap, and protective materials, as the product must be packed in the same manner for return.
  • The item must include the invoice or proof of purchase.
  • Images of the product and unboxing video of the package (mandatory)

Important Notes

  • Products must be returned in the original outer box with all protective packaging.
  • Any freebies, testers, or complimentary products received with the order must also be returned.
  • For authenticity-related complaints, we will verify whether the product is genuine. Our final decision will be binding. Most verifications are conducted through images shared over email.

How to File a Return Request

Step 1: Email our Customer Care team at info@eternodistributors.com within 2 business days of delivery.

Step 2: Share:

  • Order ID
  • Reason for return/replacement/refund
  • Clear picture(s) of the product
  • Invoice copy
  • Unboxing video of the package (mandatory)

Step 3: If a physical inspection is required, we will arrange a pickup within 2–4 business days. Please ensure the product is packed in the original outer box with bubble wrap.

Step 4: After inspection, if the product is found to be inauthentic or internally damaged, we will proceed with a refund or replacement.

Refunds

Once the returned item is received, we will inspect it and notify you of the refund status.

If approved:

  • Refunds will be issued to your original method of payment.
  • The time required to receive the refund depends on your bank or card issuer’s policies.

Returns Will NOT Be Accepted If:

  • The product is damaged due to misuse/overuse
  • Returned without original packaging, price tags, labels, freebies, or accessories
  • Packaging is damaged
  • Serial number is tampered
  • Product is used or altered
  • Return request is raised after 2 business days
  • Free or complimentary products cannot be exchanged or refunded

Late or Missing Refunds

If you haven’t received your refund:

  • Check your bank account again
  • Contact your credit card company
  • Contact your bank—processing times may vary

If you still haven’t received your refund, email us at: info@eternodistributors.com

Shipping for Returns

  • You will be responsible for the shipping costs for returning your item.
  • Shipping charges are non-refundable.
  • If you receive a refund, the return shipping fee will be deducted from the refunded amount.
  • Depending on your location, replacement delivery time may vary.
  • For returns valued above ₹5,000, please use a trackable shipping service or purchase shipping insurance. We cannot guarantee receipt of returned items without tracking.

Sale Items

Only regular-priced items are eligible for a refund.

Sale items cannot be refunded.


Contact Us

For any questions or support regarding returns:


Email: info@crystaltomatoindia.com

Phone: +91 74004 49788