CANCELLATION, RETURNS & REFUNDS

ORDER CANCELLATION

Having confirmed an order, if you change your mind and wish to amend or cancel an order, it is important that you inform us as quickly as possible. To meet dispatch schedules, an order may be engraved, packed and dispatched within 30 minutes.

You should email us immediately on info@forevercrystal.co.uk using the title ‘CANCEL/AMEND ORDER’ and quoting your Order Reference in the email message.

For Personalised orders, if the product has already been personalised before we receive your email request, we will be unable to amend or cancel the order.

If your order has already been personalised and/or despatched, please refer to our Returns Policy.

If we receive your cancellation request before a product has been personalised and/or dispatched, we will immediately refund your order.

Forever Crystal reserves the right to cancel any order at any time and issue a full refund.

RETURNS

At Forever Crystal we are committed to providing fine quality products, fast and reliable delivery and superb customer service. We hope therefore that you be very satisfied with the product you receive.

Non-Personalised Product Returns

If for any reason you wish to return a non-personalised product, you have the legal right to return the product to us within 28 days.

Personalised Product Returns

The right to return a product for a refund does not apply to any product that has been engraved or personalised in any way with details provided by you unless the item received is defective, or materially different from the description shown on our website.

How To Return a Product

If you wish to return a product, email us immediately on info@forevercrystal.co.uk using the title ‘RETURN REQUEST’ and quoting your Order Reference in the email message. We will then advise on the most appropriate return option and provide a return authorisation. Please do not return an item without first receiving a return authorisation.

The actual product and its primary packaging (e.g. gift box) must be returned no later than 14 days after the day on which you notified us of your wish to return an order.

Packing a Product for Return

Take care to ensure that the product for transit is repacked to at least an equivalent standard and level of protection as that used by Forever Crystal when the order was originally received.

Failure to provide adequate protection may result in damage to the product and/or its presentation box. In such circumstances, the value of any refund due may be reduced to take account of any losses incurred by Forever Crystal.

The return parcel should be sent to the following address and include a copy of the original invoice, or statement of invoice number and buyer’s name:

Forever Crystal Ltd

12 Lancaster Rise

Belper

Derbyshire

DE56 1HF

Selecting a Return Parcel Service

We generally recommend that a return product be shipped with Royal Mail and strongly advise choosing a Tracked service.

You will be responsible for the cost of returning the product unless we have notified you in the return authorisation email that we will arrange for and pay for the cost of the return.

Royal Mail’s Tracked parcel services offer various levels of insurance. We advise that adequate insurance be purchased to cover either the loss or damage to the product during transit. Always request a proof of posting which will contain the tracking reference and a receipt for the parcel being returned.

When Happens When We Receive Your Return

Your returned parcel will be carefully unpacked and inspected by one of our team to ensure that the product is in re-saleable condition including any presentation packaging/gift box.

Provided the product and presentation packaging are undamaged, we will refund the price you paid for the product (excluding any applicable delivery charges).

Any refunds due to you will be made to your original payment account within 3 days of our receipt of the return. The refund will only be paid to the buyer’s account and we regret that it is not possible for us to issue a refund to the recipient of a gift where that person is not the buyer.

If a product is returned to us because it is faulty or the product description at point of sale was materially inaccurate, we will fully refund the product price and any applicable delivery charge paid.