Refund policy

At Crystal Stream, we want you to be completely satisfied with your purchase. If you are not happy with your order for any reason, we're here to help.

1. Eligibility for Returns

You may request a return or refund within 14 days of receiving your order if:

  • You received the wrong product

  • Your item arrived damaged or defective

  • You changed your mind, and the product is unused and in its original sealed packaging

To be eligible for a return:

  • The item must be unused, unopened, and in the same condition that you received it

  • You must provide proof of purchase (order number, invoice, or confirmation email)

2. Non-Returnable Items

Unfortunately, we cannot accept returns or offer refunds for:

  • Used or opened shower filters (for hygiene and safety reasons)

  • Items returned after the 14-day window

  • Sale or promotional items (unless defective)

3. How to Request a Return or Refund

To initiate a return, please contact our customer service team at:

📱💬 Whatsapp +201273582811
Include:

  • Your full name and order number

  • A description of the issue

  • Photos of the product (if damaged or incorrect)

Our team will respond within 2 business days with instructions on how to proceed.

4. Refunds (If Applicable)

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed to your original method of payment (e.g. card, Fawry, etc.) within 7–10 business days

  • Shipping fees are non-refundable unless the return is due to a mistake on our part (wrong or defective item)

5. Exchanges

We only replace items if they are defective or damaged. If you need an exchange, contact us on WhatsApp or social media with photos and details.

6. Shipping Costs for Returns

  • If the return is due to an error on our part (e.g. wrong or damaged item), we cover return shipping

  • If you change your mind or order the wrong item, you will be responsible for return shipping costs

We recommend using a tracked shipping service to ensure your return reaches us safely.

7. Contact Us

If you have any questions or concerns about our return policy, feel free to contact our support team:

📧 WhatsApp+201273582811
📍 Cairo, Egypt