How Do I Request a Return or Exchange?

All returns and exchanges with Crystal Quest require prior approval and an issued Return Merchandise Authorization (RMA). Products sent back without an RMA may be refused or returned to the sender.

All requests are reviewed to confirm they meet eligibility requirements under our Return Policy.

Step 1: Confirm Eligibility

Before submitting a request, please confirm that:

The product is eligible under the Crystal Quest Return Policy
The request is made within 30 days of delivery
The product has not been used, installed, altered, or damaged

Please note: Certain items—including custom orders, reverse osmosis (RO) systems, filter cartridges, membranes, commercial products, and international orders—are not eligible for return or exchange. For more information, click here.

Step 2: Contact Crystal Quest Support

To begin a return or exchange request, contact Crystal Quest Support and provide:

Your order number
The product(s) you wish to return or exchange
The reason for the request
Photos, if the item is damaged or defective

Support requests may be submitted via email, phone, or by opening a support ticket.

Step 3: Receive RMA Approval

If your request is approved:

An RMA number will be issued
You will receive detailed return instructions, including shipping information
Any applicable fees (such as restocking fees) will be disclosed

Do not ship any product back until RMA approval is received.

Step 4: Ship the Product Back

Once an RMA is issued:

Clearly label the package with the RMA number
Ship the product in its original packaging
Include all parts, accessories, and documentation
Ship within the timeframe specified in your RMA instructions

Customers are responsible for all return shipping costs, unless otherwise specified.

Step 5: Inspection and Resolution

After the return is received:

The product will be inspected for eligibility
If approved, a refund or exchange will be processed accordingly
Refunds are issued to the original payment method
Shipping charges and applicable fees may be deducted

Processing times may vary based on inspection results.

Important Notes

Products returned without an RMA may be refused
Items showing signs of use, installation, damage, or missing parts may be denied
Exchanges are subject to product availability
All refunds and exchanges are approved at Crystal Quest’s sole discretion

Quick Summary

All returns and exchanges require an approved RMA
Requests must be made within 30 days of delivery
Do not ship products back without authorization
Returned items are inspected before any resolution is issued

Need Help With a Return or Exchange?

If you’re unsure whether your product qualifies or need assistance starting a request, please contact Crystal Quest Support and our team will guide you through the process. For more information, read Crystal Quest's return policy