Refund & Returns Policy

Refunds and Returns Policy
Effective Date: 27/02/2025

Thank you for shopping with Pure Crystal. We want you to be completely satisfied with your purchase. If you are not satisfied for any reason, we are here to help. Please review our policy below for details on returns and refunds.

1. Eligibility for Returns

To be eligible for a return, please ensure that:

  • The item was purchased directly from purecrystalwater.net.
  • The item is returned within 30 days from the date of purchase.
  • The item is unused, in its original packaging, and in the same condition that you received it.
  • Proof of purchase (order confirmation or receipt) is provided.

Non-Returnable Items:

  • Gift cards.
  • Items purchased on sale or clearance.
  • Products that have been used, damaged by the customer, or are not in their original condition.

2. Initiating a Return

To start a return, please follow these steps:

  1. Contact Us: Email our customer support team at [email protected] with your order number and reason for return.
  2. Receive Return Instructions: We will provide you with a return authorization number and shipping instructions.
  3. Pack & Ship: Securely package the item and send it to: Pure Crystal
    25 Junior Street, Basil, London, SE18 6SY
  4. Return Approval: Once we receive and inspect the item, we will notify you of the approval or rejection of your return.

3. Refunds

If your return is approved, a refund will be processed to your original payment method. Refunds typically take 5-10 business days to reflect in your account, depending on your bank or card issuer.

Partial Refunds:

  • If the item is not in its original condition or is missing parts not due to our error, a partial refund may be granted.
  • If the return is requested beyond the 30-day window, we may offer store credit instead of a refund.

4. Exchanges

If you receive a defective or damaged item, we will gladly exchange it. Please contact us within 7 days of receiving the item to request an exchange. If the product is unavailable, we will offer a full refund or store credit.

5. Return Shipping Costs

  • If the return is due to our error (e.g., wrong or defective item), we will cover the return shipping cost.
  • If the return is due to a change of mind, the customer is responsible for return shipping costs.
  • We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items.

6. Late or Missing Refunds

If you have not received your refund within the expected timeframe, please:

  • Check your bank account.
  • Contact your credit card provider, as processing times may vary.
  • If you still have not received your refund, contact us at [email protected].

7. Contact Information

For any questions or concerns regarding our Refunds and Returns Policy, please contact us at:

Email: [email protected]
Address: 25 Junior Street, Basil, London, SE18 6SY

Pure Crystal reserves the right to update or modify this policy at any time. Please review this page periodically for any changes.