Refund policy
Refund Policy
We offer 14 days return policy from the date of your delivery to receive a refund or 28 days for an exchange or gift voucher.
If you would like to return or exchange a product please let us know by contacting us via the ‘say hello’ page or click the chat now button.
To return an item for refund or exchange you will need to:
- Package the item in the original packaging to ensure they are packaged securely to avoid damage during transit.
- Include the order details highlighting whether you would like a refund or exchange along with the reason for the refund/exchange.
At this time, we currently do not offer free returns and recommend they are sent via a tracked postal/delivery service.
Please return your item to: Distinction Crystals, Returns Department, Unit 2, Newtown Industrial Estate, Crosskeys, Newport, NP117PZ
Once your return has arrived safely at Distinction one of our team will inspect the item and process you request.
Please allow 7 working days following our receipt for your refund / exchange to be actioned.
EU Right of Withdrawal
If you are a consumer resident in the European Union, you may have a statutory right to withdraw from an eligible online purchase within 14 days of receiving your order, without giving a reason.
To make a withdrawal request, please use our EU Order Cancellation Form, available on the footer of our website homepage, or contact us using the details provided in our Contact Us page. We will acknowledge your request by email and provide return instructions where applicable.
Please note that any returned item must be packaged securely and returned with reasonable care. Customers are responsible for return postage costs unless the item is faulty, incorrect or otherwise not as described.
