Refund policy

Returns & Refunds Policy

At Sanders Cove Crystals, we want you to be delighted with your purchase. If you are not completely satisfied, we’re here to help.

Returns

You have 14 days from the date you receive your order to request a return.

To be eligible for a return, your item must:

  • Be in its original condition.
  • Be unused and undamaged.
  • Be returned in its original packaging where possible.
  • Be accompanied by proof of purchase (such as your order confirmation or receipt).

To request a return, please contact us at:

Email: sanderscovecrystals@outlook.com

Return Address:

Sanders Cove Crystals
26 The Bank
Barnard Castle
County Durham
DL12 8PQ
United Kingdom

Please do not send items back without contacting us first, as returns sent without prior authorisation may not be accepted.

Return Postage

If you are returning an item because you have changed your mind, you are responsible for the cost of returning the item.

If your item arrives damaged, is faulty, or you have received the wrong item, please contact us as soon as possible. Where we are responsible for the issue, we will arrange an appropriate remedy, which may include a replacement, repair, refund, or reimbursement of reasonable return postage costs.

Natural Crystal, Mineral & Fossil Products

Please note that crystals, minerals and fossils are natural products. Variations in colour, pattern, inclusions, shape, texture and size are normal and make each piece unique. These natural characteristics are not considered faults.

We make every effort to photograph and describe our products accurately, but colours may vary slightly depending on your screen or device settings.

Damaged or Incorrect Orders

Please inspect your order as soon as it arrives.

If your item is damaged in transit, faulty, or you receive the wrong item, please contact us within 48 hours of delivery where possible, including photographs of the item and packaging. We will work with you to resolve the issue promptly.

Non-Returnable Items

We cannot accept returns for:

  • Custom-made or personalised items.
  • Gift cards.
  • Earrings or other pierced jewellery (for hygiene reasons).
  • Sale or clearance items (unless faulty).
  • Perfectly imperfect items sold at a reduced price due to minor damage or flaws, which will be clearly described at the time of purchase.

If you are unsure whether your item can be returned, please contact us before sending it back.

Exchanges

We do not offer direct exchanges.

If you would like a different item, simply return your original purchase (if eligible) and place a new order once your return has been approved.

Consumer Cancellation Rights

If you are purchasing as a consumer online within the United Kingdom or European Union, you may have the legal right to cancel your order within 14 days of receiving your goods under applicable consumer protection laws.

The returned item must be in its original condition and suitable for resale. You remain responsible for any reduction in value resulting from handling beyond what is necessary to inspect the goods.

Your statutory rights are not affected by this policy.

Refunds

Once we receive your returned item, we will inspect it and notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or payment provider may take additional time to process the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:

sanderscovecrystals@outlook.com