Terms & Conditions

Consumer Terms and Conditions of Sale

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

 

1) Information About Us

Our Website and Store are operated by Jewel Crystals Ltd (“we”, “us”, “our”).

We are registered in England and Wales.

Registered office and main trading address:

The Barn, 3 Stockley Lane, Oakenshaw, County Durham, DL15 0TG

 

2) How to Order Products

You can place an order by:

Your order constitutes an offer to purchase goods from us. All orders are subject to acceptance. Acceptance is confirmed when we issue written confirmation (usually via email) that payment has been processed and an invoice has been issued.

 

Online Orders – Acceptance of Terms

By placing an order through our website, you confirm that you have read, understood and agreed to these Terms and Conditions.

Orders placed online cannot be completed unless the customer actively selects the acceptance checkbox confirming agreement to these Terms and Conditions.

 

3) Consumer Cancellation Rights – Consumer Contracts Regulations 2013

If you are a consumer, you have the right to cancel your order within 14 days, starting from the day after you receive the goods, without giving any reason.

To exercise your right to cancel, you must notify us by email at:

[email protected] within this 14-day period.

You then have a further 14 days to return the goods.

 

Refunds Within Cancellation Period

If you cancel within this period, you will receive a refund of:

  • The product price; and
  • The standard delivery cost (if applicable)

Where delivery has been provided free of charge, no delivery cost is refundable.

Where a delivery charge has been applied (for example international orders) we will refund the standard delivery cost only. We are not required to refund any enhanced, express or non-standard delivery services selected by the customer.

Refunds will be processed using the original payment method.

 

Return Conditions

  • You must take reasonable care of the goods while in your possession
  • Goods must be returned in the same condition as received
  • Returns are made at your own cost
  • Goods must be securely packaged to prevent damage

 

Fragile Goods – Important Notice

Due to the nature of our products (including large, heavy and fragile geodes), items are highly susceptible to damage in transit.

  • Customers are strongly advised to retain all original packaging during the 14-day cancellation period
  • If returning goods, they must be securely and appropriately packaged
  • We strongly recommend using a tracked and insured delivery service
  • We are not responsible for items lost or damaged in return transit

We reserve the right to reduce or refuse refunds where goods are returned damaged due to inadequate packaging or handling.

 

Returns Outside the Cancellation Period

If you contact us after the 14-day cancellation period has expired, we are not obliged to accept a return or provide a refund, unless the item is:

  • Faulty; or
  • Not as described

 

Exclusions

You do not have a right to cancel for:

  • Items purchased in person at our premises
  • Custom-made, bespoke, or specially ordered items

 

4) Availability, Delivery & Collection

All products are subject to availability.

We will aim to fulfil your order:

  • By any agreed delivery date; or
  • Within 30 days of your order

 

Delivery Terms

  • Deliveries are kerbside only
  • Delivery personnel are not required to move goods into your property
  • Large items may be delivered on pallets

If delivery fails due to customer action or inaction, additional costs may be charged.

 

Collection Terms

Where goods are collected:

  • Risk and responsibility transfer at the point of collection
  • You are responsible for safe handling and transport
  • We do not accept returns for damage after collection

 

5) Price and Payment

Prices are valid for 30 days unless otherwise stated.

Payment methods:

  • Credit/Debit Card
  • PayPal
  • Bank Transfer

 

6) Refunds Policy (Faulty or Damaged Goods)

If goods are faulty or damaged:

  • You must notify us within a reasonable time
  • Provide photographic evidence where possible

We will inspect and confirm whether a refund, repair or replacement is appropriate.

If accepted:

  • A full refund will be provided
  • Return costs will be reimbursed (agreed in advance only)

We will not refund:

  • Any return costs not agreed beforehand
  • Any amount exceeding the original delivery cost (where applicable)

 

Inspection on Delivery

Customers must:

  • Inspect goods immediately upon delivery
  • Note any damage on the delivery receipt
  • Notify us promptly

 

Risk & Ownership

Risk in the goods passes to the customer upon delivery.

 

7) Fraudulent Claims & Image Manipulation

We retain photographic records of all items prior to dispatch.

You must not submit:

  • Altered or AI-generated images
  • Staged or misleading damage claims
  • Images of unrelated items

Where fraud or misrepresentation is suspected:

  • Claims will be rejected
  • Costs may be recovered
  • Legal action may be taken
  • Accounts may be restricted or reported

 

8) Trade Accounts

All returns concerning trade accounts are subject to a 20% restocking fee.

 

9) Consumer Rights Act 2015

Nothing in these terms affects your statutory rights.

Where goods are faulty, you may be entitled to:

  • A refund (within 30 days); or
  • Repair or replacement

This does not apply to:

  • Accidental damage
  • Misuse
  • Improper handling after delivery

 

10) Natural Stone Disclaimer

Products made from natural materials may vary in:

  • Colour
  • Texture
  • Pattern

These variations are natural characteristics and not defects.

 

11) Import Duties

Orders delivered outside the UK may be subject to import duties and taxes. These are the responsibility of the customer.

 

12) Severability

If any provision of these terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force.

 

13) Marketing Communications

By making a purchase or enquiry, you may be added to our mailing list. You may unsubscribe at any time.

 

14) Changes to Terms

We reserve the right to amend these terms and conditions at any time.