Last updated: 12 August 2026
At Crystal Essence Gallery, we want you to feel confident with every order. This policy explains when and how you can cancel an order placed on crystal-essence.com.my, in line with Malaysia's Consumer Protection Act 1999 and standard e-commerce practice.
1. Cancelling Your Order
Malaysian law does not require a general “cooling-off” or change-of-mind cancellation period for one-off goods purchases (this differs from continuing services contracts, such as memberships, which are separately regulated). As a courtesy to our customers, Crystal Essence Gallery offers the following cancellation window as store policy:
You may cancel your order free of charge any time before it enters fulfilment. Once an order has been picked, packed, and handed to our courier, it can no longer be cancelled through this policy — please see Section 4 below for your options after that point.
Confirmed orders are shipped out within 1–3 business days if placed before 12:00pm, Monday to Friday, excluding public holidays. Orders placed on a Friday after 12:00pm, over the weekend, or on a public holiday will only enter fulfilment on the next business day (see our Shipping Policy for full details). This gives you a wider cancellation window outside our processing hours, but please don't delay your request once fulfilment resumes.
2. How to Request a Cancellation
To cancel an order, contact us as soon as possible with your order number:
- Email: support@crystal-essence.com.my
- Include your order number and the reason for cancellation (this helps us improve, though it's never required)
We'll confirm by email whether your order was successfully cancelled. If it had already entered fulfilment before your request reached us, we'll let you know and offer the next best option.
Fulfilment schedule: Monday–Friday before 12:00pm, excluding Malaysian public holidays. Orders placed after our daily cut-off, over the weekend, or on a public holiday will only enter fulfilment on the next business day — cancellation requests sent before then will still be honoured.
3. Orders That Cannot Be Cancelled
The following are excluded from cancellation once confirmed, as they involve custom work or immediate processing on our end:
- Made-to-order or personalised pieces (e.g., custom-sized bracelets, engraved or personalised charms)
- Orders already packed or shipped
- Discounted or clearance items marked as final sale at the time of purchase
Where an item is excluded from cancellation, this will be clearly stated on the product page before you complete your purchase, in line with Malaysian consumer protection requirements.
4. If Your Order Has Already Shipped
If fulfilment has already begun and cancellation is no longer available, you may still be eligible to return the item once received, subject to our separate Return & Refund Policy. Please contact support@crystal-essence.com.my and we'll guide you through the process.
5. Refunds for Cancelled Orders
Where a cancellation is approved:
- Refunds are issued to your original payment method via our payment processor
- Please allow up to 10 business days for your refund to be processed, consistent with our Refund Policy. It may take additional time for your bank or card issuer to post the funds to your account.
- You'll receive an email confirmation once your refund has been processed
6. Defective, Damaged, or Incorrect Items
This cancellation policy does not limit your statutory rights. If an item arrives defective, damaged in transit, or not as described, you are entitled to a refund, replacement, or repair under the Consumer Protection Act 1999, regardless of the cancellation window above. Please contact us at support@crystal-essence.com.my within 7 days of delivery with photos of the issue, and we'll resolve it promptly.
Please note: as natural crystals and gemstones, minor variations in colour, pattern, and inclusions are inherent characteristics of the material — not defects — and are not eligible for cancellation or return on that basis alone.
7. Order Changes (Size, Address, or Product)
If you'd like to change an order rather than cancel it entirely — for example, updating a shipping address or swapping a product — contact us within the same window described in Section 1. We'll do our best to accommodate changes before fulfilment begins, though this isn't always possible once processing has started.
8. Your Statutory Rights
This policy sets out our store's cancellation practice; it is not itself a requirement of Malaysian law. Under the Consumer Protection Act 1999, Malaysian consumers do not have a general statutory right to cancel a purchase of goods simply for a change of mind — the cancellation window described in Section 1 is offered voluntarily by Crystal Essence Gallery.
What the law does guarantee, separately from this policy, is your right to a refund, replacement, or repair if goods are defective, unsafe, or materially misrepresented (see Section 6). Nothing in this policy limits or overrides those statutory rights, and where any part of this policy conflicts with them, your statutory rights take precedence.
Separately, for continuing services contracts (such as memberships or packages, which do not apply to standard product purchases from this store), cancellation charges are capped under Malaysian regulation and any excess must be refunded within 14 days.
9. Changes to This Policy
We may update this Cancellation Policy from time to time to reflect changes in our practices or legal requirements. The version in effect at the time you place an order is the one that applies to that order.
10. Contact Us
Questions about a cancellation or this policy?
Crystal Essence Gallery c/o Nexis Synergy Building Innovations Sdn Bhd
B-05-15, Sterling@PJ Condominium, No. 3 Jalan SS 7/19, 47301 Petaling Jaya, Selangor
Email: support@crystal-essence.com.my
Tel: +6016 272 6281
