Returns Policy for Banksian Crystals

Last Updated: 27/11/2024

At Banksian Crystals ("we", "our", "us"), we want you to be completely satisfied with your purchase. If you are not fully happy with your order, we offer a flexible returns policy in line with UK law to ensure your rights are respected.

 

1. Your Rights to Return Goods

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order and return goods within 14 days of receiving the items. This is known as the cooling-off period. During this period, you can change your mind and return the product(s) for a full refund, including the cost of standard delivery.

However, please note the following exceptions to the right to return:

• Personalized or Custom Products: Items made to your specification (e.g., custom products or personalized goods) cannot be returned unless they are faulty.

• Sealed Goods: If goods have been sealed for hygiene reasons (e.g., headphones, skincare products) and you have broken the seal, you cannot return these items unless they are faulty.

 

2. How to Return Items

To initiate a return, please follow these steps:

• Step 1: Contact our customer service team at returns@banksiancrystals.com within 14 days of receiving your order to inform us of your intention to return the items. Our return address will be provided once this has been confirmed. 

• Step 2: Once we confirm your return request, please package the item securely and send it back to us using a trackable delivery service (we recommend using a service that provides proof of postage). 
  Items lost in transit will not be regarded as returned. Please note that you will be responsible for paying for the return shipping costs.

• Step 3: Return the goods within 14 days of notifying us.

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3. Refunds

Once we receive your returned item, we will process your refund. In accordance with UK law:

• We will refund the full purchase price of the returned item(s) within 14 days from the day we receive the goods back.

• Refunds will be issued to the original payment method used for the purchase.

• Delivery charges are non-refundable.

Please note that refunds may be delayed if items are not returned in the same condition they were received or if the items were used, damaged, or otherwise not in a resellable condition.

 

4. Faulty or Damaged Goods

If your item is faulty, damaged, or not as described, you have the right to a repair, replacement, or refund under the Consumer Rights Act 2015. If you believe your item is faulty, please:

• Contact us within 30 days of receiving the item and provide a description of the fault, along with any supporting photos if possible.

• If the item is confirmed to be faulty, we will offer a full refund. If a replacement is preferred, the item will need to be returned, upon which a full refund will be given, allowing you to repurchase a replacement. Please refer to "How to Return Items" above on our returns process.

 

5. Exchanges

At present, we do not offer direct exchanges. If you would like to exchange an item for a different size, color, or product, you will need to return the original item for a refund and place a new order for the desired product.

 

6. Late Returns

Returns outside the 14-day cooling-off period may be considered at our discretion. If we do accept a late return, you may be entitled to a partial refund or store credit.

 

7. Contact Us

If you have any questions or need assistance with returning an item, please contact us at:

Banksian Crystals
Email: returns@banksiancrystals.com