Refund policy
Crystal Moss Return & Refund Policy
We want you to love your Crystal Moss products! Please review our return and refund policy below.
1. Returns & Eligibility
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30-Day Window: You have 30 days after receiving your item to request a return.
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Item Condition: To be eligible for a return, your item must be in the same condition that you received it, unopened, unused, and in its original packaging.
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How to Start a Return: To start a return, contact us at wildcrafted@crystalmoss.co.uk. We will then review your return request, and provide you with the next steps on how to get a return.
Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return questions at wildcrafted@crystalmoss.co.uk.
2. Damages and Issues
Please inspect your order upon reception and contact us immediately if your drinks arrive defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
3. Exceptions / Non-Returnable Items
Because our primary products are Crystal Moss (perishable food and beverage goods), certain types of items cannot be returned, such as:
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Perishable goods (including open or out of date drinks [If the drink had been advertised as out of date at the point of sale])
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Sale items or gift cards
Please get in touch if you have questions or concerns about your specific item.
4. Exchanges
The fastest way to ensure you get what you want is to return the eligible item you have, and once the return is accepted, make a separate purchase for the new item.
5. European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in its original, unopened condition with proof of purchase.
6. Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund.
