Refund policy

Last updated: 10 October 2026

This policy explains your right to cancel an order and how returns and refunds work at Statement Crystals. It does not affect your statutory rights as a consumer.

Your right to cancel (14 days)

If you are a consumer buying online, by phone or by email, you have the right to cancel your order within 14 days without giving any reason.

The cancellation period ends 14 days after the day on which you, or someone you name (other than the carrier), receive the crystal. If your order contains several items delivered on different days, the period ends 14 days after the day you receive the last item.

To cancel, you must tell us clearly that you have decided to cancel before the cancellation period ends. You can do this by email to hello@statementcrystals.uk, by phone on 07541 168437, or by post to Statement Crystals, 185 Kingsway, Hove, East Sussex, BN3 4GL, United Kingdom. You may use the model cancellation form below, but you do not have to.

Returning your crystal

Please send the crystal back to us, or hand it to us at our Hove showroom by appointment, without undue delay and in any event no later than 14 days after the day you tell us you are cancelling.

You will need to pay the direct cost of returning the item, unless it is faulty or not as described. Because many of our crystals are large and heavy, return postage or courier costs can be significant. Please contact us before sending anything back and we will be happy to advise on the safest way to return it.

Natural crystals are fragile. Please pack the item with care, ideally in its original packaging. You are responsible for the item until it reaches us, so we recommend a tracked and insured service.

You may handle the crystal as you would in a shop to examine it. We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish its nature and characteristics, or by damage caused before it reaches us.

Your refund

We will refund all payments received from you, including the cost of standard delivery. If you chose a delivery method more expensive than our standard delivery, we will only refund the cost of standard delivery.

We will make the refund within 14 days of the day we receive the crystal back, or, if earlier, the day you provide evidence that you have sent it back. We will use the same payment method you used for the original purchase, unless you have expressly agreed otherwise. You will not be charged any fees for the refund.

Faulty items or items not as described

Your rights under the Consumer Rights Act 2015 are not affected. If a crystal arrives damaged, faulty or not as described, please contact us as soon as possible with photographs. You are entitled to reject it and receive a full refund within 30 days of delivery, and we will cover the reasonable cost of returning it. After 30 days you may be entitled to a repair, replacement or refund.

Please note that natural crystals commonly contain inclusions, fissures, colour variation and other natural features. These are part of their natural character, are shown in our photographs wherever possible, and are not faults.

Damage in transit

If your crystal arrives damaged, please keep all packaging and contact us within 48 hours of delivery with photographs of the item and packaging, so that we can resolve it quickly and make a claim with the carrier. This does not limit your statutory rights.

Model cancellation form

(Complete and return this form only if you wish to cancel the contract.)

To: Statement Crystals, 185 Kingsway, Hove, East Sussex, BN3 4GL, United Kingdom. Email: hello@statementcrystals.uk

I hereby give notice that I cancel my contract of sale of the following goods:

Ordered on / received on:
Order number:
Name of consumer:
Address of consumer:
Signature of consumer (only if this form is notified on paper):
Date:

Contact us

Statement Crystals, 185 Kingsway, Hove, East Sussex, BN3 4GL, United Kingdom
Phone: 07541 168437
Email: hello@statementcrystals.uk