GENERAL TERMS AND CONDITIONS

1. Payment & Pricing

Payment terms are determined at the time of order. Approved stocking dealers may qualify for Net 30 terms upon credit approval. All other orders require prepayment unless otherwise agreed in writing. Prices are subject to change without notice. Any promotional or special pricing must be clearly noted on the purchase order and is valid only if the invoice is paid within the agreed payment terms. If payment is not received within terms, promotional pricing will be voided.  Check payments may be mailed to: Crystorama, 95 Cantiague Rock Road, Unit 2, Westbury, NY 11590. Credit card and ACH payments can be submitted through our payment portal, Versapay. For credit card payment instructions, please email AR@crystorama.com.

2. Order Acceptance & Accuracy

All orders are subject to acceptance by Crystorama. Purchase orders must include complete and accurate pricing information and should be emailed to ORDERS@crystorama.com or placed online once logged into your account https://www.crystorama.com/account/login. Crystorama does not accept orders over the telephone. Inventory is not reserved for orders placed on hold. Back orders occur from time to time and will ship as soon as possible when the products become available. Once an order enters production or processing, it may not be modified or canceled. Changes to a delivery address must be made prior to shipment or a re-routing fee may be charged. All cancellation requests must be submitted in writing to CANCEL@crystorama.com.

3. Custom Orders

Custom orders require a 50% deposit at the time of order, with the remaining balance due prior to shipment. All custom orders are final sale, non-cancelable, and non-returnable. Please email custom inquiries to CUSTOM@crystorama.com.

4. Shipping

Crystorama reserves the right to select the shipping carrier unless otherwise specified in advance. Shipping charges are based on dimensional weight, which may differ from actual weight. Dimensional weight is the billable weight used for freight calculations. Crystorama offers direct drop shipment to the final recipient and drop ship fees are waived.

5. Assembly & Lead Times

Lead times vary based on production schedules and the size or complexity of an order. In-stock chandeliers are assembled and wired at no additional charge; however, Crystorama reserves the right to ship items knock-down (KD) if size or risk of damage requires it. All glass-arm crystal chandeliers ship KD. Custom orders requiring additional wiring may be subject to additional charges. Rewiring is subject to a $45 per unit fee. Crystorama fixtures can be manufactured to meet European standards. Please contact our customer service department at INFO@crystorama.com for more information.

6. Finish Care & Cleaning: 

Fixtures should be cleaned only with a microfiber cloth dampened with water. If necessary, a mild, non-abrasive soap may be used with a microfiber cloth. The use of abrasive materials, harsh chemicals, or strong cleaning agents may damage the fixture’s finish and cause premature oxidation or discoloration, and any such damage is excluded from warranty coverage.

7. Installation

All Crystorama fixtures should be installed by a licensed electrician in accordance with the National Electric Code and the appropriate local electric code. Crystorama is not responsible for any damage caused during or due to improper installation. We suggest inspecting all parts of the fixture before installation. Never install damaged merchandise.

8. Returns

All returns require prior authorization from Crystorama. To request authorization, email RETURNS@crystorama.com. Custom orders are not eligible for return. Unauthorized returns may be refused. Approved returns must be shipped prepaid, in original cartons with original packaging, within 30 days of receipt. Buyer’s remorse returns are subject to a 30% restocking fee, and original shipping charges are non-refundable. Returns received without original packaging or with open crystal packaging are subject to a 50% restocking fee.

9. Claims & Replacement Parts

Claims for lost or damaged merchandise must be filed with the shipping carrier. If the shipment was sent using the customer’s carrier account, the customer is responsible for filing the claim. In the event you require replacement parts, requests must be submitted within 90 days of receipt, include the original purchase order number, and send to PARTS@crystorama.com or submitted at www.crystorama.com/parts.

10. Limitation of Liability

To the fullest extent permitted by law, Crystorama shall not be liable for any indirect, incidental, consequential, special, punitive, or exemplary damages, including but not limited to loss of profits, loss of revenue, loss of business opportunities, loss of data, or damage to property arising out of or related to the purchase, use, installation, or inability to use any Crystorama product, even if Crystorama has been advised of the possibility of such damages. Crystorama’s total cumulative liability, whether in contract, tort (including negligence), strict liability, or otherwise, shall not exceed the actual amount paid by the purchaser for the specific product giving rise to the claim. No action arising out of any Crystorama product may be brought more than one year after the date on which the cause of action occurred. These limitations apply notwithstanding any failure of essential purpose of any limited remedy and regardless of the legal theory upon which any claim is based. Some states do not allow the exclusion or limitation of incidental or consequential damages; therefore, the above limitations or exclusions may not apply to certain purchasers.

11. Warranty & Legal Rights

Crystorama warrants that its products are free from defects in materials and workmanship for one (1) year from the date of shipment. During the warranty period, Crystorama will, at its sole discretion, repair or replace any product determined to be defective. Repair or replacement is the exclusive remedy under this warranty. This warranty applies only to the original end-use purchaser and requires proof of purchase, delivery date, and product identification. Crystorama may request the return of defective parts or fixtures for inspection. Warranty requests must be submitted to RETURNS@crystorama.com.

This warranty does not cover labor or installation costs, removal or reinstallation expenses, shipping or freight charges, discontinued or final-sale items, commercial applications, or damage resulting from improper installation, misuse, abuse, modification, neglect, accident, or environmental conditions, including floods, humidity, or temperature extremes. Normal wear and tear, including scratches, abrasions, or damage caused by improper cleaning or chemical use, is also excluded.

Outdoor fixtures are subject to natural aging and environmental exposure. Fading, patina development, corrosion, or finish changes—particularly in coastal environments within ten (10) miles of the ocean—are considered normal wear and are not covered by this warranty.

Crystorama is aware that unauthorized or fraudulent (“scam”) websites may use Crystorama images, branding, and product information to mislead shoppers into believing they are purchasing genuine Crystorama merchandise. Websites that are not affiliated with or authorized by Crystorama to sell our products are not covered under any Crystorama warranty. Purchases made through these unauthorized sellers may result in counterfeit, poor quality, or undelivered products and may expose customers to risks involving personal or financial information. To confirm whether a retailer is an authorized Crystorama seller, please contact ECOMMERCE@crystorama.com for verification prior to purchase.

No warranties, express or implied, including warranties of merchantability or fitness for a particular purpose extending beyond the duration of this warranty. Some states do not allow limitations on implied warranties, so these limitations may not apply to all purchasers. This warranty provides specific legal rights, and you may have additional rights that vary by state. No representative, agent, or distributor is authorized to modify or extend this warranty.