Returns and cancellations

Your right to cancel

You can cancel your order within 14 days without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This includes made-to-order pieces.

The cancellation period ends 14 days after the day you, or someone you name other than the carrier, receive the goods. If your order arrives in more than one parcel, it ends 14 days after the day the last one arrives. You can also cancel before your order arrives.

How to cancel

Tell us before the cancellation period ends with a clear statement that you want to cancel. The easiest way is to email hippycrystalvibes@gmail.com with your name and order details. You can use the model cancellation form below, but you do not have to. You can also write to us at Unit 156154, PO Box 7169, Poole, BH15 9EL.

Sending the goods back

Please send the goods back to Unit 156154, PO Box 7169, Poole, BH15 9EL without undue delay, and no later than 14 days after the day you tell us you are cancelling. You pay the cost of sending the goods back. We recommend a tracked service, as the goods are your responsibility until they reach us.

Your refund

We will refund everything you paid, including the original standard delivery cost, within 14 days of the day we get the goods back, or the day you show us proof that you sent them, whichever is sooner. If you cancel before we have posted your order, we refund you within 14 days of the day you tell us.

We refund to the payment method you used, and we do not charge any fee for it. We may reduce the refund if the goods have lost value because they were handled more than you would need to check them, as you might in a shop.

Faulty or not as described

Your rights under the Consumer Rights Act 2015 are separate from your right to cancel, and nothing on this page affects them. Goods must be of satisfactory quality, fit for purpose and as described.

• Within 30 days of delivery, you can reject faulty goods and get a full refund.
• Within 6 months, if a fault appears, we will repair or replace the piece. If that is not possible, or the fault comes back, you can have a refund or a price reduction. A fault that shows within 6 months is assumed to have been there on delivery unless we can show otherwise.
• After 6 months, you can still claim for a fault that was there on delivery, but you may need to show that it was.

If a piece arrives damaged or faulty, email us at hippycrystalvibes@gmail.com, with a photo if you can. We pay the cost of returning faulty goods.

Crystals are natural, and handmade pieces vary a little from the photos. Natural marks, inclusions and differences in colour are part of each stone and are not faults. See our terms.

Model cancellation form