Returns & Refunds
ORDER AMENDMENT & CANCELLATION
- Order Cancellation
Forever Crystal provides an express order production and delivery service (including the personalisation of products). It is therefore essential that if you have already confirmed an order with us and subsequently wish to cancel the order, you should contact us immediately by telephone 01773 820287 during our normal office hours Monday to Friday (09:00 – 17:00 GMT). From the time that you place an order for a Personalised Product, you will have 30 minutes to request a change, or cancellation of the order. After 30 minutes, a Personalised Product will be scheduled for engraving and you will not be able to change or cancel the order. Outside of normal office hours, or if you are unable to contact us by telephone, an order amendment or cancellation request should be emailed to firstname.lastname@example.org.
We will always strive to meet our customer’s requirements. Therefore, if you contact us beyond the 30 minutes deadline, we will review the progress of your order within the production schedule and advise you whether any change or cancellation of your is possible.
If your order has already been personalised and/or despatched, please refer to our Returns Policy.
If you cancel an order within the cancellation period stated above, we will fully refund the order.
Forever Crystal reserves the right to cancel any order at any time and issue a full refund.
- Returns & Refunds
Everyone at Forever Crystal is committed to providing first class quality products and service to match. If you are not happy with the product you received from us, you have the legal right to request the return of the product within 14 days.
However, the right to return a product for a refund does not apply in the case of:
- any Personalised Products that have been engraved with details provided by you, and/or personal to you;
The return period begins from the date on which your product was delivered.
If you wish to return a product, you are required to:
- Contact us either by telephone on 01773 820287 during office hours (09:00 – 17:00 hrs GMT) or by email at email@example.com to request a return. We will then advise on the most appropriate return option and provide a return authorisation. You should not return a product to us before receiving a return authorisation. To do so may affect the value of the refund subsequently made to you.
- Must return the product to us no later than 14 days after the day on which you notified us of your wish to return the product.
- You will be responsible for the cost of returning the product unless the product is faulty or the product description at point of sale was materially inaccurate.
Any product which is returned to us must be received by us in re-saleable condition including any product presentation packaging/box. The customer must take reasonable care to ensure that a product is repacked to at least an equivalent standard to achieve at least the equivalent level of protection of the product in transit as that used by Forever Crystal when the order was originally shipped. Where the buyer has arranged for the return shipment, we advise that adequate insurance be purchased to cover either the loss or damage to the product during transit. It is advisable to use a tracked shipping service for the return, and to request and retain a receipt for the payment of this service.
Failure to provide adequate protection of the product may result in damage to the product and/or its presentation box. In such circumstances, the value of any refund due may be reduced to take account of any losses incurred by Forever Crystal.
Products for return should be sent to the following address and include a copy of the original invoice, or statement of invoice number and buyer’s name:
Forever Crystal Ltd
12 Lancaster Rise
Provided a returned product is received by us in re-saleable condition (including presentation packaging), we will:
- refund the price you paid (excluding any applicable delivery charges);
We will only refund the product and delivery charge where the whole order is cancelled within the permitted deadline in accordance with Item 1.
Any refunds due to you will be made as soon as possible and within the timescales set out below:
- for a product that you wish to return and we have not arranged to collect it from you, the refund will be credited to your original payment account within 14 days of our receipt of the return; or
- if you did not receive the product, or you received it and we have agreed to collect the product from you, we will refund your order within 14 days after the date on which you notify us that you wish to return the product.
If a product is returned to us because it is faulty or the product description at point of sale was materially inaccurate, we will fully refund the product price and any applicable delivery charge paid.