Consumer Terms and Conditions of Sale

Please read these terms and conditions carefully before ordering any products from us. You should understand that by ordering any of our products, you agree to be bound by these terms and conditions.

1) Information: About Us:
Our Website and our Store are operated by Jewel Crystals Ltd. (“we”). We are registered in England and Wales. Our registered office and main trading address is at The Barn, 3 Stockley Lane, Oakenshaw, County Durham, DL15 0TG

2) How to Order Products from Jewel Crystals Ltd:
You can place an order by visiting www.jewelcrystals.co.uk for any of the products or by calling our sales line on 01388309044 or by visiting our Location by appointment only.

Your order constitutes an offer to us to buy a product or products. All orders are subject to acceptance by us. If you place an order using our sales line, we will confirm such acceptance to you by providing you with written confirmation (usually by email) that your order payment has been processed and your order accepted (the Acceptance of Order) with an invoice.

3) Consumer Cancellation Rights – Distance Selling Regulations 2000

If you are contracting as a consumer, you may cancel a Contract at any time within fourteen (14) days, beginning on the day after you received the products. In this case, you will receive a full refund of the price paid for the products and price of delivery in accordance with our refunds policy (set out in section 6 below). After the 14 days of you receiving the goods Jewel Crystals Ltd. do not accept returns and/or provide a refund.

To cancel a Contract, you must inform us by email to sales@jewelcrystals.co.uk You must also then return the product(s) to us within 14 days from the date that you informed us in email, in the same condition in which you received them, and at your own cost. Failure to do this Jewel Crystals Ltd. will not accept any returns out of this timeframe of which will be refused. When returning the products to us you must ensure the products are appropriately packaged to protect them in transit and that the correct postage is paid. You have a legal obligation to take reasonable care of the products while they are in your possession. You will not have any right to cancel a Contract under this section 3 in respect of the following products:

Any products which are purchased by you or ordered by you when you are present at our Store; or
Any products which are made, specially ordered or tailored to your particular
requirements.

We shall be under no obligation to give you a full refund in relation to any product sale and delivery charge that Jewel Crystals Ltd. charged/invoiced you to send the goods to you once you have had the goods for more than 14 days in your possession commencing the day after receipt of delivered goods.

4) Availability, Collection and Delivery:
All products are subject to availability. If we are unable to fulfil your order we will inform you as soon as possible. Where we have accepted your order, we will use reasonable efforts to fulfil your order by any delivery date agreed between us and set out in our Acceptance of Order, or if no delivery date is specified, within 30 days of the date of your order. If we are not able to fulfil your order within these timescales we will try to inform you as soon as possible.

You must make all arrangements necessary to take delivery of products when we deliver them in accordance with the stated delivery times (or collection) for the delivery charge you have paid. If you do not accept delivery of the products or we are unable to deliver or are delayed in delivering products because of your actions or omissions then we may charge you and you will be liable to pay us for all costs we incur.

Important Notice: Orders are delivered by various external carriers to the kerbside at your location. Due to insurance and health and safety regulations neither a member of staff nor the delivery company representative are able to transport any goods into a property. Some of our larger size Geodes or Amethyst table deliveries will arrive on a pallet and will be delivered as close as possible to the agreed site. 

Regarding goods you wish to arrange your own collection, if you wish to visit us and collect any items, please make an appointment for an agreed date and time. When collecting items and taking them away it is your (or your third party collection service) responsibility to ensure they are safely stored within your vehicle and any risk, liability and ownership is passed to the customer upon goods leaving the premises. Jewel Crystals Ltd. will not be liable and / or responsible for misuse of handling of goods resulting in accidental damage in your (or your third party collection service) possession. In such circumstances Jewel Crystals Ltd. will not accept any returns or refunds of goods that are collected. 

5) Price and Payment:
Prices contained in any written quotation issued by us shall (unless otherwise stated) remain valid for a maximum of 30 days. Payment for products can be made by credit or debit card, PayPal or bank transfer.

6) Our Refunds Policy
When you return a product to us relying on your other statutory rights or rights under your Contract with us (for instance, because you claim that the product is defective / damaged), we will examine the returned product and will notify you if we accept your rejection of the goods via e-mail within a reasonable period of time, your return delivery may also be refused. We will usually process any refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you are entitled to a refund in relation to the product.

Products returned by you because of a defect / damages will be refunded in full, including a refund of the cost incurred by you in returning the item to us. This return carriage cost must be discussed and agreed before any item is returned to allow both parties to evaluate the most cost effective option. Jewel Crystals Ltd. will not refund any greater amount than the original cost incurred to send the item of which proof will be provided if required. If the item is returned and it is not in the same condition as before dispatch, as per customer videos and photos of the goods to be returned, then the item will be refused, items must be returned in safe condition using the appropriate packaging. 

Evidence of misuse discovered, we may not accept return.

All goods must be checked by the customer without delay and if any damages are noticed at time of delivery then the Proof of Delivery must be signed stating damaged or possibly damaged. The company requests to be notified preferably where possible by e-mail within an agreed reasonable time of delivery of any claims by the buyer of any shortage or damaged goods. For any damages of products, photographs where possible are preferred to be sent within reasonable time of delivery to show the full extent of any damages and information about the extent. Risk in respect of the goods passes to the buyer from the moment delivery has been completed. We will refund any money received from you using the same method originally used by you to pay for your purchase.

Fraudulent Image Claims; 

All claims of damage or defect are verified against internal records and subject to forensic image analysis. Submitting manipulated images constitutes fraud and may result in legal action.

Fraudulent Image Manipulation & False Damage Claims

Commitment to Integrity

At Jewel Crystals Ltd, we take pride in the quality of our crystals and the care we take in packaging and dispatching orders. We document each item prior to dispatch and retain photo records to verify condition at time of sale.

Customer Responsibility

Customers are responsible for ensuring that any images submitted to support claims of damage, faults, or missing items accurately represent the goods received.

Prohibited Conduct

You must not submit altered, edited, staged, or otherwise manipulated images for the purpose of falsely claiming a refund, replacement, compensation, or other remedy. Prohibited practices include (but are not limited to):

• AI-generated or AI-enhanced imagery
• Digitally inserted cracks, scratches, chips, or discolouration
• Artificial staging to depict false breakages or defects
• Misrepresenting unrelated or different items as Jewel Crystals Ltd products

Verification & Investigation

Jewel Crystals Ltd reserves the right to verify all customer-submitted images using forensic image analysis tools and comparison against internal photographic records. Where manipulation or misrepresentation is detected:

• Claims will be rejected in full
• We reserve the right to recover our costs and pursue legal remedies for attempted fraud
• The customer’s account may be permanently closed and/or reported to relevant authorities or platforms (e.g. payment processors, law enforcement)

Legal Standing

Submitting manipulated imagery with intent to obtain goods, services, refunds or compensation constitutes a breach of these Terms and may amount to civil and/or criminal fraud. Jewel Crystals Ltd reserves the right to take appropriate legal action in such cases.

ALL RETURNS CONCERNING TRADE ACCOUNTS ARE SUBJECT TO A 20%
RESTOCKING FEE.
Consumer Rights Act 2015
Consumer Rights Act 2015 has a 30 day time frame from receipt of goods referring to refunds of returned faulty goods and/or replacement of faulty goods ONLY.

Please Note:
Misuse of handling of goods resulting in accidental damage in your possession whereby you have received the goods within the 30 day time frame in contrary to The Consumer Rights Act 2015, Jewel Crystals Ltd. will not be liable. Risk and ownership passes to the customer upon signing of the goods. Signing of the delivery as Damaged, customers are advised to report this immediately to Jewel Crystals Ltd.

(Jewel Crystals Ltd. use an external transport courier) supported with one photo and a short video where possible. All collections and/or payments made in person at our office are not governed by Distance Selling Regulations 2014, Jewel Crystals Ltd. have a 7 day returns policy.

ALL special orders of non-stocked items have a no returns policy and no refunds
policy.

7) Natural Stone Aesthetics
You should be aware that products made from natural materials may incorporate naturally occurring variations in colour, texture or other qualities which are considered a feature of such products. You should also be aware that the colour, shading, texture and quality of any products may vary between different batches and/or different sizes of the same product.

8) Import Duty:
If you order products from our site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes.

Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order. Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws.

9) Severability:
If any of these terms and conditions or any provisions of a Contract are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.

10) Mailing List
When you send an enquiry or make a purchase from us you will automatically get added to our mailing list. If you do not wish to receive any future offers or promotions from Jewel Crystals Ltd. then you can unsubscribe.

Please note: We have the right to revise and amend these terms and conditions from time to time.