Refund and Returns Policy

This Refund and Returns Policy applies to all purchases made through Crystal Jellies

By placing an order on our website, you acknowledge and agree to the terms set out below.

1. Nature of Goods (Perishable Products)

All products sold are classified as perishable food items. In accordance with applicable consumer protection principles and hygiene regulations, we do not accept returns or exchanges on perishable goods once delivered, except where required by law.

2. Consumer Protection Compliance

Nothing in this policy is intended to limit or exclude your statutory rights under applicable consumer protection legislation. Where goods are found to be defective, unsafe, or not as described, you may be entitled to a remedy in accordance with such legislation.

3. Damaged, Defective, or Incorrect Goods

You must inspect your order immediately upon delivery.

Any claims relating to:

• damaged goods,

• defective products, or

• incorrect items received,

must be submitted within 48 hours of delivery.

To process a claim, we may require:

• photographic evidence of the product and packaging,

• proof of purchase (order number/invoice),

• a description of the issue.

Upon validation, we reserve the right, at our sole discretion, to provide:

• replacement of the affected product(s), or

• a partial or full refund.

4. Non-Delivery of Orders

If an order is not delivered within the estimated delivery timeframe, you must notify us promptly. Investigations will be conducted with the relevant courier service. Refunds or replacements will only be processed once the delivery failure has been confirmed.

5. Exclusions

We shall not be liable for:

• incorrect delivery details provided by the customer,

• delays caused by third-party couriers,

• deterioration of products due to failure to collect or accept delivery,

• claims submitted outside the stated timeframes.

6. Refund Processing

Approved refunds will be processed within 5–10 business days to the original payment method. Processing times by banks or payment providers are beyond our control.

7. Right to Refuse Claims

We reserve the right to refuse refund or replacement requests where:

• insufficient evidence is provided,

• products have been consumed in full or in part,

• claims are deemed fraudulent or abusive,

• claims fall outside the stated reporting period.

8. Contact Information

All refund and return enquiries must be directed to:

crystaljelliesza@gmail.com
075 1630199

Cancellation Policy

Orders may be cancelled within 2 hours of placement by contacting us directly. After this period, orders are considered final as preparation and packing may already have begun.

Once an order has been dispatched or prepared for shipment, cancellations are no longer possible. Perishable and made-to-order items cannot be cancelled after processing begins.

If a cancellation is approved within the eligible timeframe, a full refund will be issued using the original payment method within 5–7 business days.

We reserve the right to decline cancellations for orders that are already in progress or during peak periods.