Refund policy

We want you to be satisfied with your purchase. This policy explains how returns, cancellations and refunds work for customers in the United Kingdom and other countries.

For eligible products, we offer a voluntary return period of 30 days from the date you receive your order, subject to the terms below and your statutory consumer rights.

To request a return, contact us at INFO@MONTROSECRYSTAL.COM with your order number and reason for the return. We will provide instructions on how to return your item.

For voluntary returns outside your statutory cancellation rights, items should be in their original condition, with any original packaging and accessories where reasonably applicable.

If you are a customer in the United Kingdom, you generally have the right to cancel an online purchase within 14 days of receiving your goods, without giving a reason, subject to legal exceptions.

After notifying us of your cancellation, you generally have a further 14 days to return the goods.

We will issue any required refund within the legally applicable timeframe, including the cost of standard delivery where required by law.

You may handle goods as necessary to establish their nature, characteristics and functioning. Your statutory rights are not affected by our voluntary return conditions.

We accept eligible returns from the international destinations to which we sell, subject to applicable local consumer protection laws and any product-specific legal exceptions.

Return eligibility, cancellation periods, refund deadlines and other consumer rights may differ by country. We will honour the mandatory consumer rights applicable to your purchase.

Please contact us before returning an international order so that we can provide the correct return address and instructions.

If your order arrives faulty, damaged or incorrect, please contact us at INFO@MONTROSECRYSTAL.COM and include your order number and photographs where possible.

We will assess the issue and offer an appropriate remedy in accordance with applicable law. This may include a repair, replacement or refund.

Customers will not be charged return costs where we are legally required to cover them.

For voluntary returns because you have changed your mind, you are responsible for return shipping costs unless we state otherwise or applicable law requires us to pay.

For international returns, please contact us before shipping the item. Any applicable customs procedures, import charges or duties will be handled in accordance with the relevant laws and the arrangements communicated to you.

We will not use this policy to limit any mandatory refund or reimbursement rights.

Once we receive and assess a returned item, we will contact you about the outcome.

Approved refunds will be issued to your original payment method within the legally required timeframe. Your bank or payment provider may take additional time to display the funds.

Where required by law, refunds will include the applicable standard delivery charges.

Some products may be excluded from change-of-mind returns where permitted by law. Examples may include personalised goods, certain sealed hygiene products that have been unsealed, and perishable goods.

These exclusions do not remove any applicable rights relating to faulty, damaged or misdescribed products.

If you wish to cancel an order before dispatch, please contact us as soon as possible at INFO@MONTROSECRYSTAL.COM

If your order has already been dispatched, please follow the applicable cancellation or return procedure. Nothing in this section limits your statutory rights.

For return, cancellation or refund enquiries:

Store name: MONTROSE CRYSTAL LTD
Customer service email: INFO@MONTROSECRYSTAL.COM
Business address: 160 Portland Street, Derby, DE23 8PJ

We aim to respond to enquiries as promptly as possible.