Refund policy
Our return and refund policy varies depending on the delivery country and the applicable legal rights.
Canada and the United States
All sales are final. However, we accept claims concerning items received broken, damaged, or defective.
The customer must contact us upon receiving the parcel at contact@oasisdecristal.ca and provide clear photographs taken in daylight showing the item, its packaging, and the parcel received.
After reviewing the claim, we may offer a refund, replacement, or exchange, depending on the circumstances. When a return is required because of an error on our part or a confirmed defective item, Oasis de Cristal will cover the return shipping costs.
European Union – Right of Withdrawal
Consumers located in the European Union have a legal right to withdraw from their purchase within 14 days of receiving their order, subject to the exceptions provided by law.
To exercise this right, the customer must send a clear request to contact@oasisdecristal.ca, including their name, email address, order number, and the items concerned.
Items must be returned in their original condition, unworn, unused, undamaged, and complete, with their original packaging or equivalent packaging providing adequate protection during transit.
Return shipping costs associated with exercising the right of withdrawal are the customer’s responsibility, except in the event of an error on our part or a confirmed defective item. Returns must be sent using a postal service or carrier that provides a tracking number.
Non-Refundable Items
Except where otherwise required by applicable law, the following items cannot be returned or refunded:
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gift cards;
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Club Privilège membership;
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items personalized, modified, or adjusted at the customer’s request;
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items worn, used, altered, incomplete, or damaged after delivery;
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promotional, discounted, or sale items.
These exclusions do not limit any mandatory consumer rights provided by applicable law.
Returns
No return should be sent without contacting us first at contact@oasisdecristal.ca.
The return address is:
OASIS DE CRISTAL INC.
315-950 Notre-Dame Street West
Montreal, Quebec H3C 0K3
Canada
The customer must package the returned item carefully. We strongly recommend using a tracked shipping service and purchasing insurance for any valuable item. Oasis de Cristal cannot be held responsible for a return that is lost, damaged, or not received.
Refunds
We will notify the customer once the return has been received and inspected.
When a refund is approved, it will be processed to the original payment method, generally within 3 to 7 business days. Additional time may be required before the refund appears on the customer’s bank or credit card statement.
When the right of withdrawal applies within the European Union, the original standard delivery charges will be refunded as required by law. Additional costs resulting from the customer’s choice of a more expensive delivery method are non-refundable.
Customs Duties and Taxes
For orders shipped to the United States and Europe, customers will not be charged customs duties or import taxes upon delivery. Oasis de Cristal covers these charges.
For any other destination, customs duties, import taxes, or administrative fees may be charged by the destination country or carrier. Unless otherwise stated at checkout, these charges are the customer’s responsibility.
Refused, Unclaimed, or Returned Parcels
When a parcel is refused, left unclaimed, or returned to the sender for a reason not attributable to Oasis de Cristal, any refund will be issued only after the returned items have been received and inspected.
Where permitted by law, the actual shipping, return, and processing costs incurred may be deducted from the refund. No refund can be issued if the parcel is not returned and received in good condition.
Contact Us
For any questions concerning a return, damaged item, or refund, please contact us at: