Refund policy
RETURN AND REFUND POLICY
Contact Us First If you have any issues with your order, you MUST contact us directly before initiating any dispute with your bank or payment provider. We are committed to resolving any concerns quickly and fairly. Chargebacks filed without first contacting us will be disputed, and we reserve the right to pursue recovery of items not returned.
Your Right to Return (UK Distance Selling Regulations) You have the right to cancel your order within 14 days of receiving your items, in accordance with UK Consumer Rights Act 2015. To exercise this right, you must notify us of your decision to return within this timeframe.
How to Return
- Contact us at cazscrystalcove@gmail.com within 14 days of delivery
- Items must be returned in their original condition, unused and in original packaging
- You are responsible for the cost of return shipping unless the item is faulty or not as described
- Send returns to: 4 woolton court ellesmere port ch66 1rq
Return Shipping Costs Customers are responsible for return postage costs. We recommend using tracked delivery as we cannot be held responsible for items lost in transit back to us.
Refunds
- Refunds will be processed within 14 days of receiving your returned items
- Items must be inspected and verified as unused and in original condition
- We reserve the right to deduct costs if items are returned damaged or used
- Refunds will be issued to your original payment method
No Returns Without Items Refunds will only be issued once we have received and inspected the returned items. Chargebacks or payment disputes made while keeping items will be challenged with full evidence, and we will pursue recovery of our property.
Faulty or Damaged Items If you receive a faulty or damaged item, please contact us immediately with photos. We will arrange a replacement or full refund including return postage costs.
TikTok Live Sales All items are shown clearly during our TikTok Live sessions. By purchasing, you confirm you have seen the item and understand what you are buying. All sales are subject to this return policy.
Lost Packages: If your tracking shows your package as delivered but you haven't received it, please check with neighbours and your local delivery office. Contact us within 48 hours if you still cannot locate your package.
If a package is confirmed lost and cannot be located, we will issue store credit equal to the value of your order as compensation. This store credit can be used for future purchases on our website or live claims
- For orders valued at £75 or less: We will issue store credit equal to the full value of your order
- For orders valued over £75: We will refund £75 to your original payment method and issue store credit for the remaining balance
Contact Information Email: cazscrystalcove@gmail.com Phone: 07960687681Address: 4 woolton court ellesmere port ch66 1rq