Returns & Refund Policy
Clear guidelines on returns, refunds, and what to do if your order isn't right.
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 excess of tasting,
• 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 Cell: 0751630199 9am - 5 pm Mon-Fri 9am -1pm Sat
Terms & Conditions
FAQs
Can I return items?
No returns on perishable goods after delivery, except as required by law.
What if items are damaged?
Report damaged or incorrect items within 48 hours with photos and proof.
How do refunds work?
Approved refunds are processed within 5–10 business days to your original payment method.
What if my order is late?
Notify us promptly; we’ll check with the courier and confirm next steps.
Can I claim after 48 hours?
Claims after 48 hours are generally not accepted, so please report quickly.
How do I contact customer service?
Email crystaljelliesza@gmail.com or call 082 8225552 for all refund queries.
Get in Touch
Questions about refunds or returns? We're here to help you promptly.
Phone
0821234567
support@crystaljellies.com
