Politique de remboursement

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

In the unlikely event that you need to return any of your items, please contact us at sales@cannycrystals.co.uk within 2 days of delivery in the first instance to arrange the return. Postage and packaging costs are covered by the buyer, unless the product itself is damaged or faulty, in which case we will cover these and do our utmost to rectify the situation as best we possibly can. Returns must be sent to us within 14 days from the date of order.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags if necessary, and in its original packaging. You’ll also need the e-mail receipt or proof of purchase.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. In the unlikely event that a piece of jewellery that you purchase becomes defective within a 2 week period of you receiving it, send a photo of the issue to info@cannycrystals.co.uk and we will automatically replace or refund you for this without any questions asked, as this may be likely due to defective creation from the mines the jewellery is formed at.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as candles, bath salts, etc.), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Typically we process the refund within 24 hours of it being accepted, but your bank can take 3-5 working days to process this amount and to show it in your balance.