Returns & Refunds Policy
At Gems In The Country Crystals, we want you to be happy with your purchase. If you change your mind or there’s a problem with your order, please get in touch so we can help.
Changing your mind
You can cancel your online order without giving a reason. Please tell us within 14 days of the day after you receive your goods. You then have a further 14 days to send them back.
To arrange a return, email [email protected] with your name, order number and the items you would like to return. We’ll provide instructions for returning your parcel.
You can also notify us of your cancellation by post at 22 Monaro Grove, Ellesmere Port, CH65 3FB. You do not need to wait for our approval to exercise your cancellation rights.
Looking after your return
You may unpack and inspect your items as you would in a shop.
Please package crystals securely to protect them during their return journey. Where possible, use the original protective packaging, although this is not a condition of returning an item.
We may reduce your refund if handling beyond what is necessary to inspect an item has reduced its value. This may include damage caused by soaking, cleansing treatments, alterations or use.
Return postage
If you change your mind, you are responsible for the cost of return postage.
We recommend using a tracked service and keeping proof of postage until your refund has been processed.
If an item is faulty, damaged on arrival or incorrect, we will arrange its return or cover reasonable return postage costs. Please contact us so we can agree a suitable return method.
Refunds
For a change-of-mind return, we will refund you within 14 days of receiving your returned items or receiving evidence that you have sent them back, whichever happens first.
Refunds will be made using your original payment method, unless we agree otherwise. We do not charge a refund processing fee.
If you cancel your entire order, we will also refund the original standard delivery charge. If you chose a more expensive delivery service, we will refund the equivalent standard delivery cost.
For a partial return, the original delivery charge will normally remain payable.
Your payment provider may take additional time to display the refund in your account.
Damaged, faulty or incorrect items
If your order arrives damaged, contains the wrong item or does not match its description, please contact us as soon as reasonably possible.
Include your order number and a description of the problem. Photographs of the item and packaging can help us resolve the issue, but are not a condition of your statutory rights.
You normally have a short-term right to reject faulty or misdescribed goods within 30 days of delivery for a full refund. After this period, you may still be entitled to a repair, replacement, price reduction or refund under UK consumer law.
Natural variations in crystals
Crystals are natural materials. Colour, shape, markings, inclusions and surface texture can vary between pieces. Some crystals naturally contain fissures, uneven areas or small imperfections.
Where a listing shows a representative photograph, your crystal may look different while still matching the stated description, size and quality. Where a listing offers the exact piece pictured, that is the piece you should receive.
Natural variations do not remove your right to change your mind. They also do not excuse damage, an inaccurate description or an item that is not of satisfactory quality.
Sale items
Sale and discounted items have the same statutory cancellation and faulty-goods rights as full-price items.
Personalised items
Items made to your specifications or clearly personalised are excluded from change-of-mind returns. This does not affect your rights if they are faulty, damaged or not as described.
Contact us
For returns, cancellations or questions about an order, contact:
Gems In The Country Crystals
Email: [email protected]
Business and returns address: 22 Monaro Grove, Ellesmere Port, CH65 3FB
This policy does not affect your statutory rights.