Return & Refund Policy

Last updated: June 27, 2026

HANDMADE AND ONE-OF-A-KIND ITEMS
KITZ products are handcrafted, and natural crystals may vary in color, clarity, inclusions, pattern, and texture. These natural variations are not considered defects.

RETURNS AND EXCHANGES
Because our crystal pieces are handmade and often made to order, we generally do not accept returns or exchanges for change of mind, incorrect size selection, or natural variations in the stones.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If your order arrives damaged, defective, or different from what you ordered, contact us as soon as possible after delivery. Include your order number, a description of the issue, and clear photos of the item and packaging. We will review the claim and, when approved, offer an appropriate replacement, refund, or other resolution.

NON-RETURNABLE ITEMS
Personalized, customized, made-to-order, used, worn, altered, or damaged-after-delivery items cannot be returned. For hygiene and safety reasons, pet accessories that have been worn by an animal are not eligible for return unless they arrived defective.

ORDER CANCELLATIONS
Contact us as soon as possible if you need to cancel an order. We cannot guarantee cancellation after production or processing has begun.

REFUNDS
Approved refunds are issued to the original payment method. Processing times vary by payment provider and financial institution. Original shipping charges and customs fees are non-refundable unless the return results from our error.

RETURN AUTHORIZATION
Do not send an item back without contacting us first. Unauthorized returns may not be accepted.

CONTACT
To report an order issue, email zhangjinjian00@gmail.com with your order number.