Terms of service

 

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 [YOUR EMAIL] 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: [YOUR RETURN ADDRESS]

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 

TERMS OF SERVICE

Agreement to Terms By accessing and placing an order with Caz's Crystal Cove, you confirm that you are in agreement with and bound by the terms of service contained below. These terms apply to the entire website and any email or other type of communication between you and Caz's Crystal Cove.

Products and Services

  • All products are natural crystals and gemstones, and as such, each piece is unique
  • Colours, sizes, and natural variations may differ slightly from photos or descriptions
  • We make every effort to display our products as accurately as possible
  • Products shown during TikTok Live sessions are the actual items available for purchase
  • By purchasing during a live session, you confirm you have seen and understand the item you are buying

Pricing and Payment

  • All prices are in British Pounds (GBP) and include VAT where applicable
  • We reserve the right to change prices at any time without notice
  • Payment must be received in full before items are dispatched
  • We accept payment through Shopify Payments

Orders and Fulfilment

  • Orders are processed within 1-3 business days
  • You will receive a confirmation email once your order has been placed
  • We are not responsible for delays caused by shipping carriers
  • Risk of loss and title for items purchased pass to you upon delivery to the carrier

TikTok Live Sales

  • Items claimed during TikTok Live sessions must be paid for through our "TikTok Live Claims" checkout
  • Failure to complete payment within 24 hours may result in cancellation of your claim
  • All items are shown clearly during live sessions - sales are final once payment is completed

Customer Responsibilities

  • You must contact us directly if you have any issues with your order
  • You must NOT initiate chargebacks or payment disputes without first contacting us
  • Chargebacks filed without prior contact will be disputed with full evidence
  • Keeping items while disputing payment is considered fraud and will be reported

Disputes and Chargebacks

  • We take payment disputes very seriously
  • All chargebacks will be challenged with evidence including delivery confirmation, customer communications, and transaction records
  • Customers who file fraudulent chargebacks while retaining products may be reported to relevant authorities
  • We reserve the right to refuse future service to customers who abuse the chargeback process

Returns and Refunds Please refer to our Return and Refund Policy for full details. In summary:

  • You have 14 days to return items in unused, original condition
  • You must contact us first before returning anything
  • Return shipping costs are your responsibility
  • Refunds are only issued after items are received and inspected

Limitation of Liability

  • Caz's Crystal Cove shall not be liable for any indirect, incidental, or consequential damages
  • Our total liability shall not exceed the amount paid for the product
  • We are not responsible for any customs fees, import duties, or taxes for international orders

Accuracy of Information

  • We strive to provide accurate product information but cannot guarantee that descriptions, images, or other content is error-free
  • We reserve the right to correct any errors or inaccuracies

Right to Refuse Service We reserve the right to refuse service, terminate accounts, or cancel orders at our discretion, including but not limited to:

  • Customers who have previously filed fraudulent chargebacks
  • Abusive or threatening behaviour
  • Suspected fraudulent activity

Modifications to Terms We reserve the right to modify these terms at any time. Changes will be effective immediately upon posting to the website. Your continued use of the site constitutes acceptance of modified terms.

Governing Law These terms shall be governed by and construed in accordance with the laws of England and Wales, and you submit to the exclusive jurisdiction of the courts located in the United Kingdom for the resolution of any disputes.

Contact Information If you have any questions about these Terms of Service, please contact us:

Email: cazscrystalcove@gmail.com Phone: 07960687681 Address: 4 woolton court ellesmere port ch66 1rq

Last Updated: 22.21.2025