Last updated: 14 August 2026
At Celestia Crystals GB, we want you to be happy with your purchase. If you change your mind about an order, or there is a problem with an item you have received, please contact us and we will do our best to resolve the issue.
This policy explains your rights when purchasing from Celestia Crystals GB and does not affect your statutory rights under UK consumer law.
1. Cancelling an online order
Under the Consumer Contracts Regulations 2013, if you purchase an item from us online, you generally have the right to cancel your order within 14 days of receiving your goods, without having to give a reason.
You then have a further 14 days to return the goods to us after notifying us that you wish to cancel.
To exercise your right to cancel, please contact us by email using the details at the bottom of this policy. Please include your order number and confirm which item(s) you wish to return.
2. Returning unwanted items
If you are returning an item because you have changed your mind, the item must be returned to us in an appropriate condition.
Where possible, items should be:
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Unused and unworn
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In their original packaging
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Returned with any accompanying packaging, labels or accessories
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Returned in a condition that allows them to be resold
You are responsible for taking reasonable care of the goods while they are in your possession.
If the value of the goods has been reduced because they have been handled more than was necessary to establish their nature, characteristics and functionality, we may be entitled to make a deduction from your refund.
3. Return postage
If you are returning an item because you have changed your mind, you are normally responsible for the cost of returning the item to us.
We recommend using a tracked delivery service and retaining your proof of postage, as we cannot be responsible for items that are lost or damaged while being returned to us.
If an item is faulty, damaged or not as described, please contact us before returning it. In these circumstances, we will cover reasonable return postage costs where appropriate.
4. Refunds
Once we receive your returned item, we will inspect it and process your refund where applicable.
Refunds will normally be made using the original payment method.
When you cancel an order under your statutory cancellation rights, we will refund the original standard delivery charge paid for the order. We are not required to refund any additional amount paid for an upgraded or premium delivery service.
We will normally issue your refund within 14 days of receiving the returned goods, or earlier where required by law.
Depending on your payment provider, it may take additional time for the refunded amount to appear in your account.
5. Faulty, damaged or incorrect items
If your item arrives faulty, damaged or is not what you ordered, please contact us as soon as possible.
Please provide:
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Your order number
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A description of the problem
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Photographs of the item and packaging where appropriate
We will assess the issue and provide an appropriate remedy in accordance with your statutory consumer rights.
Depending on the circumstances, this may include a repair, replacement, refund or other appropriate remedy.
You do not have to accept a faulty item simply because you have used it.
6. Items damaged during delivery
We package our products carefully, but occasionally items may be damaged during transit.
If your order arrives damaged, please contact us as soon as reasonably possible and provide photographs of the damaged item and its packaging.
We will investigate the issue and work with the delivery provider where necessary.
Your statutory rights are not affected if an item is damaged during delivery.
7. Personalised and bespoke items
Unless they are faulty or not as described, personalised or bespoke products may not be eligible for cancellation under the usual 14-day change-of-mind cancellation right.
This may include products that have been made specifically to your requirements or personalised at your request.
If you are unsure whether an item qualifies as personalised or bespoke, please contact us before placing your order.
8. Hygiene-sensitive items
For hygiene reasons, certain products may not be eligible for return once they have been unsealed after delivery where the law permits this exception.
This may apply to products such as certain beauty, personal-care or other items where returning an opened product would not be appropriate for health or hygiene reasons.
Any such restriction will be made clear before you purchase the relevant product but applies to all of our earrings and perfume oils and sprays that have had the tamper sticker removed, broken or damaged.
This does not affect your statutory rights in relation to faulty, damaged or incorrectly supplied goods.
9. Exchanges
We may be able to offer an exchange for certain products, subject to availability.
If you would like to exchange an item, please contact us before returning it so that we can confirm whether an exchange is possible.
For change-of-mind purchases, an exchange is not a substitute for your statutory cancellation rights.
10. How to return an item
Before returning an item, please contact us using the details below.
We will provide any information you need regarding the return.
Please package the item securely to prevent damage during transit and include your order details so that we can identify the return.
Return address:
Celestia Crystals GB
8 Atwater Grove
Lincoln
LN2 4SG
Please do not send returns to an address different from the one provided by us for your particular return.
11. Statutory rights
Nothing in this Returns & Refunds Policy affects your statutory rights under UK consumer protection law.
In particular, goods supplied by us should be of satisfactory quality, fit for purpose and as described.
Where goods do not meet these requirements, you may have additional rights and remedies under the Consumer Rights Act 2015.
12. Contact us
If you have any questions about returns, refunds or exchanges, please contact us:
Celestia Crystals GB
Email: celestiacrystals@outlook.com
Please include your order number where possible so that we can deal with your enquiry efficiently.