Returns
The Crystal Way
Last updated: 23 October 2026
1. Our Returns Promise
We hope you love everything you purchase from The Crystal Way.
We carefully select our crystals, gemstones, jewellery and spiritual gifts, but we understand that sometimes an item may not be quite what you expected.
This policy explains how to cancel an order, return an item or request a refund.
The Crystal Way is operated by Sambridge Health Foods Ltd.
Contact details
Sambridge Health Foods Ltd
82 High Street
Braintree
Essex
CM7 1JP
United Kingdom
Email: richard@thecrystalway.co.uk
Nothing in this policy affects your statutory consumer rights.
2. Changed Your Mind? You Have 14 Days
When purchasing online, you normally have the legal right to cancel your order without giving a reason.
You can cancel from the time you place your order until 14 days after the day you receive your goods.
If your order contains several items delivered separately, the cancellation period normally ends 14 days after you receive the last item.
To cancel, simply email richard@thecrystalway.co.uk before the cancellation period expires.
Please include your order number if possible and let us know which items you wish to return.
You don’t have to give us a reason.
Once you’ve notified us that you’re cancelling, you have a further 14 days to send the goods back.
3. How to Return an Item
Please contact us before sending anything back so we can provide the correct return instructions.
Some products are dispatched directly from our own stock, while others are supplied through our trusted UK fulfilment partner, Ancient Wisdom / AW Dropship.
This means the appropriate return address may vary depending on the product.
Please don’t send items directly to a supplier unless we’ve specifically instructed you to do so.
For a change-of-mind return, we ask that you take reasonable care of the goods and return them with any accessories and packaging where reasonably possible.
You may inspect an item as you would in a physical shop. However, we may make a deduction from your refund if the item has been handled beyond what is necessary to establish its nature, characteristics and functioning, resulting in diminished value.
We recommend using a suitable tracked or insured delivery service for valuable or fragile items and keeping proof of postage.
4. Who Pays for Return Postage?
If you’ve changed your mind:
You are normally responsible for the direct cost of returning the goods.
The cost will depend on the size, weight and delivery service you choose.
For items that cannot normally be returned by post, we will provide the applicable return-cost information before purchase where required by law.
If an item is faulty, damaged or incorrect:
Where goods do not conform to the contract, we will meet our legal responsibilities, including applicable reasonable return postage costs.
Please contact us before arranging a return so we can advise on the appropriate method.
5. Refunds for Change-of-Mind Returns
When you validly cancel an eligible order, we’ll refund the price paid for the returned goods.
If you cancel your entire order, we’ll also refund the applicable original standard delivery charge.
If you selected a more expensive delivery option, we are only required to refund the cost of our least expensive standard delivery option.
For partial cancellations, any delivery refund will depend on the circumstances and applicable law.
We will issue the refund without undue delay and no later than 14 days after receiving the returned goods or satisfactory evidence that you’ve sent them back, whichever is earlier.
If the goods have not yet been dispatched, we will refund you within the applicable statutory period following cancellation.
Refunds will normally be made to your original payment method unless you expressly agree otherwise.
We do not charge an administration fee for refunds.
Your payment provider may take additional time to show the refunded amount in your account.
6. Damaged, Faulty or Incorrect Items
We take care to ensure that your order reaches you in good condition.
However, if an item arrives damaged, is faulty or is not what you ordered, please contact us as soon as reasonably possible.
Email: richard@thecrystalway.co.uk
It is helpful if you include:
- Your order number
- A brief description of the problem
- Photographs of the item and packaging, where available
Photographs help us resolve problems more quickly, but they are not a mandatory condition of exercising your statutory rights.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
Depending on the circumstances, you may be entitled to a refund, repair, replacement or price reduction.
In particular, consumers generally have a 30-day short-term right to reject goods that do not conform to the contract, subject to the legal rules and exceptions.
After that period, other statutory remedies may remain available.
Please contact us so we can arrange an appropriate resolution.
7. Natural Crystals and Gemstones
Crystals and gemstones are natural products, and variations are part of their individual character.
Differences in colour, markings, inclusions, shape, size and texture may occur, particularly where photographs are representative rather than of the exact item.
These natural variations do not automatically mean a product is faulty.
However, every item must still match its description and meet applicable consumer quality standards.
If a product is significantly different from its description, damaged or otherwise does not meet those standards, your statutory rights remain fully protected.
8. One-of-a-Kind Crystals
Some of our crystals are sold as individually selected, one-of-a-kind pieces.
Where a product is described as “Exact Piece Pictured”, the photograph shows the particular item you will receive.
These products are still covered by your normal consumer rights.
Being unique, individually photographed or one-of-a-kind does not, by itself, remove your right to cancel an eligible online purchase within the statutory cancellation period.
If a one-of-a-kind item is damaged or not as described, please contact us so we can arrange the appropriate remedy.
Because an exact replacement may not be available, a refund may be the most suitable solution in some circumstances.
9. Items That May Be Excluded from Change-of-Mind Returns
Most products sold by The Crystal Way are covered by the normal online cancellation rules.
However, certain legal exceptions may apply, including:
- Goods genuinely made to your personal specifications or clearly personalised
- Certain sealed goods unsuitable for return for health protection or hygiene reasons, where the seal has been broken after delivery
An exception only applies where the relevant legal conditions are satisfied.
We will explain any applicable restriction before you purchase.
These exceptions do not remove your statutory rights where goods are faulty, damaged or not as described.
10. Missing Parcels or Delivery Problems
If your order hasn’t arrived within the expected delivery period, please contact us.
We’ll investigate with the relevant delivery or fulfilment provider.
Where goods are lost or damaged before coming into your possession, we remain responsible in accordance with applicable consumer law.
If we cannot deliver your order, we’ll explain your options and provide a refund where required.
Please see our Shipping page for further delivery information.
11. Exchanges
If you’d prefer an exchange, please contact us.
We’ll do our best to help, subject to stock availability and the nature of the product.
Some crystals are individually selected and cannot be replaced with an identical piece.
Where an exchange isn’t possible, we’ll explain the alternatives available, including any applicable refund rights.
12. How to Contact Us
For returns, refunds, cancellations or delivery problems, please email:
Alternatively, write to:
The Crystal Way
Sambridge Health Foods Ltd
82 High Street
Braintree
Essex
CM7 1JP
United Kingdom
Please include your order number where possible so we can locate your purchase.
13. Your Statutory Rights
This policy is intended to explain our returns process clearly and fairly.
It does not exclude, restrict or replace your statutory rights under UK consumer protection law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
For further information about your rights, visit:
https://www.gov.uk/accepting-returns-and-giving-refunds
Thank you for shopping with The Crystal Way.
We’re a small independent business and genuinely appreciate every order. If something isn’t right, please get in touch and we’ll do our best to resolve it fairly.