Return and Replacement Policy

Returns

You may return most Crystal Fortress® products within 30 days of receipt or delivery of your order for a refund. Refunds do not include original shipping & handling charges. Returned products must be complete, undamaged, unused, and in the original packaging. A product with acrylic panels will be considered used if the protective film of any acrylic panel has been removed. Altering parts and components, or re-fabricating any part of a Crystal Fortress product or accessory will automatically void all warranties.

We cannot offer you a refund after 30 days from receipt or delivery of your order.

This policy does not apply to items purchased from a retail outlet. Please follow the guidelines as set forth in the retailers return policy if applicable.

Non-refundable items:

• Gift cards
• Individual products purchased as part of a bundle or system. All bundled products must be returned together to be considered for a refund.

To make a return, contact us at team@crystal-fortress.com first. Please include your name, order number, the item(s) you wish to return and a brief description stating why you wish to return the item(s). We will verify the item(s) fall within the return guidelines and email you a return authorization number (RAN). When shipping the item back to us, please include a note stating your name, order #, RAN and contact information.

Return Instructions:

1. Contact us at team@crystal-fortress.com and request a return.

2. Please include your name, order number, the item(s) you wish to return and a brief description stating why you wish to return the item(s).

3. We will verify the item(s) fall within the return guidelines and email you a return authorization number (RAN). Packages will not be accepted without our authorization of the return.

4. Ship the package to:

 5. When shipping the item back to us, please include a note stating your name, order #, RAN and contact information.

Refunds

You will receive an email to let you know your return has been received and the approval status of your refund. If your return is accepted a 15% restocking fee will be deducted from your total refund amount. Your refund will be processed within 30 days. A credit will automatically be applied to your credit card or original method of payment for a refund.

If the refund is rejected, your product can be returned to you at your request.  Let us know within 60 days if you would like the product shipped back to you with any specific instructions as well as how you would like to pay for the shipping and handling costs. You will have an additional 30 days to make the payment after which your product will be discarded.

Late or missing refunds

If you have not received a refund after 30 days, please verify your account. Note that the official posting of the refund to your account may take some time. Please contact us at team@crystal-fortress.com with any questions.

Shipping

To return an item(s), please follow the Return Instructions above.

You are responsible for paying shipping costs for returning your item(s). Original shipping costs are non-refundable and will not be included in the total refund amount.

Jordan River Industries, LLC (JRI) does not take responsibility for any damage to returned product from shipping or lost packages. We highly recommend you use a trackable shipping service and purchase shipping insurance. Items damaged during return shipping will not be accepted so please package products carefully. You will need to file a claim with your shipping insurance to be compensated for the damaged goods.

Replacements

Within 30 days of receipt or delivery of your order, JRI will replace, send a repair kit, or refund the cost of any defective, damaged, or missing part(s).  Depending on the customers shipping address and parts requested, shipping & handling cost may occur.

To receive a replacement, email us at team@crystal-fortress.com with your name, order number, and a brief description of the problem. For damaged, or defective parts, you must include 1-2 photos of each part that clearly shows the whole part and the damaged area(s), and a photo of the shipping box the order came in. 

Marks and scratches are not considered defective. Heat scarring is not considered defective. Damage to packaging is not considered defective. Packaging is defined as any box, poly bag, shrink wrap, and/or any material that is used to secure the product.  JRI reserves the right to determine if a part is damaged or defective.

Damaged parts due to user error or mishandling of the product are not covered in this policy. If you broke a part, send us a replacement request as stated in the following paragraph to purchase new parts.

After 30 days of receipt or delivery of your order, replacement parts can be purchased directly through JRI unless the product is permanently discontinued. You will be responsible for all shipping & handling costs. An email with the same requirements as stated above is required to receive your replacement parts.

Exchanges

JRI does not offer exchanges. If you ordered an incorrect product, you can return the product as per the terms as stated for REFUNDS in this policy. If your purchase includes defective or damaged parts you can receive replacement parts as per the terms as stated for REPLACEMENTS in this policy.

Safety Disclaimer

⚠WARNING: CRYSTAL FORTRESS® PRODUCTS SHOULD BE KEPT OUT OF REACH OF CHILDREN UNDER 36 MONTHS AND ARE NOT INTENDED TO BE ASSEMBLED OR USED BY CHILDREN UNDER 12.  THIS ITEM PRESENTS A CHOKING HAZARD DUE TO SMALL PARTS AND SHARP-EDGED COMPONENTS. HANDLE WITH CARE AND FULLY FOLLOW ALL ASSEMBLY INSTRUCTIONS.  CRYSTAL FORTRESS PRODUCTS, ACCESSORIES AND PARTS SHOULD NOT BE RE-FABRICATED, MODIFIED OR ALTERED.  DOING SO WILL VOID YOUR WARRANTY AND MAY CREATE DUST WHICH COULD BE HARMFUL TO YOUR HEALTH.  CRYSTAL FORTRESS® IS A MODULAR DISPLAY CASE SYSTEM DESIGNED FOR COLLECTORS TO DISPLAY AND STORE MINIATURES AND SMALL LIGHTWEIGHT GAMING COMPONENTS ONLY.  OTHER ITEMS SHOULD NOT BE STORED IN CRYSTAL FORTRESS® PRODUCTS INCLUDING HARDWARE OR SMALL PARTS FOR CHILDREN’S TOYS.  DO NOT STACK CRYSTAL FORTRESS® PRODUCTS GREATER THAN 17.5 INCHES HIGH.  JRI IS NOT RESPONSIBLE FOR ANY GOODS DAMAGED WHILE STORED IN A CRYSTAL FORTRESS® PRODUCT.  THIS PRODUCT MAY EXPOSE YOU TO CHEMICALS, WHICH ARE KNOWN TO THE STATE OF CALIFORNIA TO CAUSE CANCER, AND BIRTH DEFECTS OR OTHER REPRODUCTIVE HARM.  FOR MORE INFORMATION GO TO WWW.P65WARNING.CA.GOV