Dispute Resolution Policy

If your order didn't arrive, arrived damaged, or isn't what was described, first try messaging the other party — many issues are simple mix-ups. If you can't resolve it, open a dispute from your Purchases page.

You have thirty (30) days from the auction close to open a dispute. After 30 days the transaction is considered final and disputes can no longer be opened through the Platform.

Each transaction is eligible for one dispute. Choose the most accurate reason and include all relevant detail up front so our team has the full picture.

• Item not received — tracking doesn't show delivery, or the package never arrived.
• Not as described — the item materially differs from the listing (wrong brand, size, drill type/count, condition, missing pieces).
• Damaged — the item arrived damaged.
• Wrong item — you received a different item than the one you purchased.

As soon as a dispute is opened, the seller's payout is frozen and will not release (including the automatic 7-day release) until an admin resolves the case. This protects the buyer's funds while the issue is reviewed.

When you open a dispute you'll select a reason and add notes describing the problem. Both the buyer and the seller may provide their account and supporting detail (photos, tracking, messages, packaging condition). Clear, specific evidence helps our team reach the right outcome quickly.

Disputes on Castle of Crystals are handled by our admin team — not by the buyer or seller alone. An admin reviews the case, including any evidence from both sides, within three (3) business days of the dispute being opened.

After reviewing, an admin may apply any of the following:

• Full refund — the buyer is refunded in full and the seller's payout is released back to the buyer.
• Partial refund — a portion is refunded to the buyer (for example, minor damage the buyer chooses to keep the item despite), with the remainder released to the seller.
• No action — the dispute is closed with no refund (for example, tracking confirms delivery and the item matched the listing), and the payout releases to the seller.
• User ban — in cases of fraud, abuse, or repeated violations, the offending account may be suspended or permanently banned, in addition to any refund decision.

The admin's decision on a dispute is final for purposes of the Platform. We ask that you use this process in good faith rather than initiating a chargeback with your payment provider, which can delay resolution for everyone.

Opening dishonest disputes — claiming non-delivery on a package that was delivered, falsely reporting condition, or attempting to keep both the item and a refund — is a serious violation. Fraudulent disputes may result in denial of the claim, loss of buyer protections, and suspension or permanent ban of the account.

This policy works alongside our Auction Terms & Conditions and Shipping Policy. Where a shipping question determines a dispute (such as delivery confirmation or risk of loss), the Shipping Policy applies.