Refund policy

RETURNS & REPLACEMENTS

Our Returns Policy forms part of, and must be read in conjunction with our Terms and Conditions. We reserve the right to change this Returns Policy at any time.

As most of our designs are custom made to your requirements for example your phone model, name/initials or choice of colours, it is not possible to offer a refund on return. We would advise that you double check you are ordering the correct item/colours before placing an order.

For any non custom items such as carriage clocks, we will refund any unused items that you are not completely happy with, if notified and returned within 7 days of receipt. Payment will be credited to your original method of payment and you will be notified by email when your refund has been processed. Any returns after 7 days will not be refunded.  The customer is responsible for paying postage. We are not obliged to issue refunds for any used products or custom designed products.

*Refunds will be issued to the full value of the product (excluding postage). 

Payment for the return?

Unless you’re returning a product because of an error on our part, all returns need to be paid for by you.

How to make the return?

All orders can be returned by post following the below 3 Steps:

1. Send us an email to sales@crystal-iced.com to receive you returns form.

2. Package your items carefully and include your invoice and completed returns form within the package & label your package.

3. Make sure ALL items are unused (Anything that is returned used or damaged, won’t be refunded and will be returned).

Please allow up to 7 days from the day the parcel is posted for your refund to be processed. We will email you with confirmation once we have received your parcel and your refund has been completed.

Please remember to ask your Post Office for a tracking and keep this for reference. Without this, we cannot refund any money if we do not receive your parcel.

Discount codes, free gifts & vouchers

If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level. Any free gifts given with an item which has been sent back for a refund must be returned also.

This returns policy does not affect your statutory rights.