Refund & Returns Policy

1. Overview

At Crystalink Ltd, we are committed to providing high-quality handmade jewellery. This returns policy outlines your rights as a consumer and our obligations under UK law.

2. Bespoke/Custom-Made Items - No Right to Cancel

Important Notice: As our jewellery is bespoke and made to order specifically for you, these items are not subject to the 14-day cooling-off period under the Consumer Contracts Regulations 2013. This exemption applies to goods that are:

  • Made to your specifications
  • Clearly personalised
  • Custom-created based on your individual requirements
  • Rings that have been sized to your measurements

Once you have placed an order for bespoke jewellery, it cannot be cancelled or returned unless the item is faulty.

3. Your Statutory Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015. You are entitled to a refund, repair, or replacement if goods are:

  • Not of satisfactory quality
  • Not fit for purpose
  • Not as described
  • Faulty or damaged upon delivery

4. Faulty or Damaged Items

If you receive a faulty or damaged product:

  • Please contact Crystalink Ltd at your soonest convenience
  • Email us at sales@crystalink.co.uk or call 0121 233 2547, Provide your order number and photos of the fault/damage where possible
  • We will arrange for repair of the item where feasible

Timeframes for Reporting Faults:

  • Within 30 days of delivery: You are entitled to a full refund
  • After 30 days but within 6 months: We may offer repair or replacement first
  • After 6 months: You may need to prove the fault was present at the time of delivery

5. Returns Process

For Faulty Items:

  1. Contact us at sales@crystalink.co.uk with your order details
  2. We will provide you with a returns authorisation number
  3. Package the item securely in its original condition
  4. We will arrange collection or provide a prepaid returns label
  5. Upon receipt and inspection, we will process your refund, repair, or replacement

Return Shipping Costs:

  • Faulty/damaged items: Crystalink Ltd covers all return shipping costs
  • Other returns: Not applicable as bespoke items cannot be returned unless faulty

6. Refunds

  • Refunds will be processed to your original payment method
  • Please allow up to 14 days from receipt of the returned item for the refund to be processed
  • You will receive confirmation once the refund has been initiated

7. Item Condition for Returns

Items must be returned in the same condition in which they were received:

  • In original packaging where possible
  • With all accompanying documentation
  • Without signs of wear or damage beyond the reported fault

8. Deposits for Bespoke Orders

For bespoke orders placed outside of our website:

  • Deposits may be required to commence work
  • Deposits are non-refundable once work has begun on your bespoke piece
  • Full terms regarding deposits will be provided at the time of order

9. Warranty

Crystalink Ltd provides warranty coverage in line with your statutory rights under UK consumer law. We do not offer extended warranty beyond these statutory rights.

10. International Orders

This policy applies to orders delivered within the UK. International orders may be subject to additional terms and local consumer protection laws.

11. Contact Us

For all returns queries, please contact:

Crystalink Ltd
Email: sales@crystalink.co.uk
Phone: 0121 233 2547
Address: [BUSINESS ADDRESS]

Customer Service Hours:

Mon - Fri: 10:00 - 16:00

Sat: 10:00 - 16:30

12. Complaints Procedure

If you are not satisfied with how we handle your return or complaint:

  1. First, contact our customer service team
  2. If unresolved, you may escalate to our management team
  3. As a last resort, you may wish to contact Citizens Advice or Trading Standards

13. Legal Compliance

This policy complies with:

  • Consumer Rights Act 2015
  • Consumer Contracts Regulations 2013
  • UK Distance Selling Regulations

14. Changes to This Policy

We reserve the right to update this returns policy. Any changes will be posted on our website with an updated revision date.

Please Note: This returns policy forms part of our terms and conditions of sale. By placing an order with Crystalink Ltd, you acknowledge and accept these terms.