Refund policy

Damaged or Faulty Items

We take great care when packing your crystals and fragile items.
If your parcel arrives damaged, you must contact us within 48 hours of receiving your order.

To process a damage claim, we require clear photographs of:

  • The outer packaging

  • The inner packaging

  • The shipping label

  • The damaged item(s)

Without these photographs, we are unable to open a claim with the courier and cannot offer a refund or replacement.

Once the required photos are received and reviewed, we will contact you regarding the next steps. In some cases, we may request that the item be returned before issuing a refund.

Returns

If you change your mind about your order, we accept returns within 14 days of delivery.

To be eligible for a return:

  • Items must be in their original condition

  • Items must be unused and securely packaged for return

  • You must contact us before sending the item back

Returns must be posted to us within 14 days of notifying us.

Return Shipping Costs

Customers are responsible for the cost of the return postage label.
We recommend using a tracked service, as lost return parcels cannot be refunded.

Return postage costs are non-refundable.

Refunds

Once your return has been received and inspected, we will notify you via email.
If the return is approved, a refund will be processed to your original payment method.
Please allow up to 10 working days for the refund to appear, depending on your bank.

Original shipping costs are non-refundable unless the item was received damaged and the claim is approved.

Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned:

  • Digital products

  • Gift cards

  • Custom or personalised items

Exchanges

We do not offer direct exchanges. If you would like a different item, please return your purchase for a refund and place a new order.

Incorrect Address / Failed Deliveries

If a parcel is returned to us due to an incorrect or incomplete address provided by the customer, or if the delivery is not collected in time:

  • A refund will be issued minus the original shipping cost

  • You will need to place a new order if you wish to have the items reshipped

Contact

For return requests, damaged-items reports or refund queries, please contact us at:
thecrystalshopandco@gmail.com

Business Address: Fore Street, Chard, Somerset
Business Phone: 07920403196
Trading Name: The Crystal Shop & Co