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Refund & Returns Policy
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Last Updated: 17 July 2025
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At Zen Crystal Cave, we want you to love your items, whether it's a beautiful crystal, a soothing candle, or a meaningful piece of jewellery. This policy outlines your rights and our procedures for returns and refunds. Your statutory rights under UK consumer law are not affected by anything in this policy.
Your Right to Cancel (The "Cooling-Off Period")
As an online customer in the UK, you have a legal right to cancel your order for any reason within a "cooling-off period" under the Consumer Contracts Regulations 2013.
When does it apply? This period begins the moment you place your order and ends 14 calendar days after the day you receive your goods. If your order consists of multiple items delivered separately, the 14-day period runs from the day you receive the last item.
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How to cancel: You must clearly inform us of your decision to cancel within this 14-day period. You can do this by:
Emailing us at: info@zencrystalcave.com with your order number and intention to cancel.
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Returning the goods after cancellation: Once you have informed us of your wish to cancel, you then have a further 14 calendar days to send the goods back.
Important: Please DO NOT send items back before contacting us. We will provide you with specific instructions and the correct return address, which may vary depending on the item.
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Cost of Return: For cancellations where the item is not faulty, you will be responsible for the direct cost of returning the goods. We recommend using a trackable shipping service and/or purchasing shipping insurance for items of value, as we cannot be responsible for items lost or damaged during their return journey.
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Condition of Returns: Goods must be returned in a new, unused, and re-saleable condition, in their original packaging (where applicable), with any labels or tags intact. We may make a deduction from the refund for any loss in value of the goods if the loss is a result of unnecessary handling by you (i.e., handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, for example, more than you would reasonably do in a shop).
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Specifically for our products: Candles that have been lit or show signs of use cannot be returned for a change of mind. Sealed products, such as essential oils or certain hygiene-sensitive tools/jewellery (e.g., earrings), cannot be returned, unless they are faulty. Smudge sticks and incense, once opened or used, are not returnable for a change of mind.
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Refund for Cancellation: We will refund the full price of the goods, to your original payment method. If you chose a more expensive delivery option (e.g., express delivery), we will only refund the cost of standard delivery. Refunds will be processed without undue delay, and in any event, within 14 calendar days from the day we receive the returned goods or (if earlier) the day you provide evidence that you have sent the goods back.
Faulty, Damaged, or Not as Described Goods (Consumer Rights Act 2015)
This section applies if your goods arrive faulty, damaged, not as described, or not fit for purpose. Your rights under the Consumer Rights Act 2015 are separate from your right to cancel.
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1. Reporting Damaged/Faulty Items:
Timeframe: You must inspect your order upon reception and contact us immediately if the item is damaged, defective, or if you receive the wrong item, so that we can evaluate the issue and make it right. We kindly request that you notify us of transit damage or obvious faults within 48 hours of delivery.
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Evidence Required: For any damaged or faulty items, you must provide clear photographic evidence of the damage to both the item itself and, if applicable, the packaging it arrived in. This is crucial for us to process your claim with our suppliers and couriers. Without adequate photographic evidence, we may be unable to process a full refund or replacement.
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How to Report: Please contact us at [Your Customer Service Email Address] with your order number, a description of the fault/damage, and the required photographic evidence.
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Proof of Purchase: We may ask for proof of purchase, such as your order confirmation email, receipt, or bank statement.
2. Non-Returnable Items & Exceptions (Unless Faulty)
Please note that certain types of items cannot be returned or refunded unless they are faulty or not as described, due to their nature or for hygiene reasons:
Personalised or custom-made items: Goods made specifically for you.
Perishable goods: Items with a limited lifespan.
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Due to hygiene reasons, we are unable to refund the following items:
Earrings
Aromatherapy oils
Skincare/body products
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Sealed goods not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery
Candles that have been lit or show signs of use.
Smudge sticks or incense that have been lit, opened, or used.
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3. How to Initiate a Return
Contact Us First: Please email us at [Your Customer Service Email Address] with your order number and the reason for your return. For damaged/faulty items, remember to attach clear photos as requested in Section 1.
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Await Instructions: We will review your request and provide you with specific instructions on how and where to return your item(s). It is essential to wait for our instructions as the return location may vary depending on the product and the reason for return.
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Package Carefully: Once instructed, please ensure the item is securely packaged to prevent damage during transit. Include a copy of your order confirmation or a note with your order number inside the package.
Ship: Send the item back to us (or our designated return facility) using the instructed method. If you are responsible for return shipping costs, we recommend using a trackable shipping service and/or purchasing shipping insurance.
4. Refund Processing
Refunds will be issued to the original payment method used for the purchase.
Please allow [e.g., 5-10 business days] for the refund to appear in your account after it has been processed by us. Processing times can vary depending on your bank or payment provider.
5. Contact Us
If you have any questions about our Returns & Refund Policy, please contact us:
Email: info@zencrystalcave.com
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