Politique de remboursement
Harmony Guarantee
We want you to feel a meaningful connection with your crystal jewellery.
If you change your mind about your purchase, you may request a return within the applicable return period, provided that the item meets the return conditions below.
This policy does not affect any statutory consumer rights that cannot legally be excluded.
1. Return Period
You may request a return within 30 days of receiving your order.
For customers in the United Kingdom and other regions where statutory cancellation rights apply, you may also have the right to cancel an online purchase within 14 days after receiving the goods, without giving a reason.
Certain legal exceptions may apply, including personalised or custom-made products.
2. Return Conditions
To be eligible for a change-of-mind return, the item should be:
- Unworn and unused;
- In its original condition;
- Returned with its original packaging, where applicable;
- Free from damage, stains, perfume or signs of wear;
- Accompanied by your order number or proof of purchase.
You may inspect the product in a reasonable way, similar to how you would inspect it in a store. If the value of the product has been reduced because it was used beyond what is reasonably necessary, we may make a reasonable deduction from the refund where permitted by law.
3. Quality Issues, Incorrect or Damaged Items
Please contact us as soon as possible if your order:
- Arrives damaged;
- Contains a defective item;
- Contains the wrong product;
- Is missing an item or component.
Please email us at:
Please include:
- Your order number;
- A description of the issue;
- Clear photographs or video, where relevant.
For confirmed quality issues, incorrect items or damage caused before delivery, we will offer an appropriate remedy, which may include a replacement, exchange or refund, in accordance with applicable law.
We will cover reasonable return shipping costs for confirmed defective, damaged or incorrect items.
4. How to Request a Return
Before sending anything back, please contact us by email.
Please include:
- Your full name;
- Your order number;
- The item you wish to return;
- The reason for the return;
- Photographs, if the item is damaged or defective.
We aim to respond within 24 hours of receiving your request.
If your return is approved, we will provide return instructions and the applicable return address.
Please do not send products to the sender address on the original package unless we have confirmed that address with you.
5. Return Shipping Costs
For change-of-mind returns, the customer is responsible for the return shipping cost unless applicable law provides otherwise.
For defective, damaged or incorrect items, we will cover reasonable return shipping costs after the issue has been confirmed.
We recommend using a tracked shipping service when returning an item. We cannot guarantee a refund for a return that is lost in transit before it reaches us.
6. Exchanges
We may offer an exchange where the requested product is available.
If the replacement item is unavailable, we may offer a refund instead.
For change-of-mind exchanges, the customer may be responsible for return and replacement shipping costs unless otherwise agreed.
For defective, damaged or incorrect items, we will cover reasonable shipping costs.
7. Refunds
Once we receive and inspect the returned item, we will notify you whether the return has been approved.
Approved refunds will be issued to the original payment method.
Refunds are normally processed within 5–10 business days after the return has been approved. Your bank or payment provider may require additional time to display the refund.
Where required by applicable law, refunds will be issued within the legally required period.
For eligible cancellations, the original standard delivery charge may be refunded. Additional charges for upgraded or expedited delivery may not be refundable where permitted by law.
8. Non-Returnable Items
The following items may not be eligible for return where permitted by applicable law:
- Personalised or custom-made products;
- Items that have been worn or damaged after delivery;
- Items returned without their original components or packaging, where this affects their value;
- Gift cards or digital products, where applicable;
- Sale or clearance items, if clearly stated at the time of purchase.
This list does not limit any statutory rights relating to defective, damaged or incorrectly supplied products.
9. Order Changes and Cancellations Before Dispatch
If you need to change or cancel your order, please contact us as soon as possible after placing it.
We will try to assist, but we cannot guarantee that changes or cancellations can be made after the order has entered processing or has been dispatched.
If the order has already been dispatched, you may request a return in accordance with this policy.
10. Contact Us
If you have questions about returns, exchanges or refunds, please contact us:
Crystal Luminous Soul
128 City Road, London, England, EC1V 2NX, United Kingdom
Email: anki666888@gmail.com