Terms & Conditions
Completely Crystals Ltd. Terms and Conditions
NB. Please read ‘we’, ‘us’ or ‘our’ to mean ‘Completely Crystals® Limited’ throughout this document and ‘you’, ‘yours’ or ‘their’ refers to you as the customer.
We aim to 100% Fully Guarantee your satisfaction. If for any reason you are unhappy with our service you are entitled to receive a full refund or replacement.
The following is a description of our service agreement with you…
Membership Accounts – please note that the discount coupons have been temporarily suspended due to a new website, we hope to bring this feature back to you.
We do not charge you to open a membership account with us.
You do not need to have a membership account with us in order to buy from us, although doing so will enable you to have Reward Points added to your account, which can be used for discounts on future purchases. You will also be able to track your recent orders, edit your details, initiate returns and keep a wish list.
We also provide a discount for members who enter the coupon code ‘mydiscount’ on the shopping cart page.
You have the right to cancel (remove) your account at any time immediately without notice, although you will lose any reward points and order history that you have stored in your account. It will not be possible to restore this if you cancel your account.
We reserve the right to cancel (remove) your account and associated benefits, but only with a valid reason.
Please allow at least 1-2 working days for us to process your order.
For UK deliveries you should have your item by the next 1-3 working days after shipping of the order. International orders may take longer to arrive and could be delayed by customs. Further information can be found in our Delivery Information section.
Returns & refunds
Returns will be accepted within 60 days of receiving your products if you are not completely happy with our service.
Items can be returned by clicking on the ‘Returns’ section at the bottom of our website homepage or by contacting us via email or by phone.
Upon receipt of all the returned items, you will receive a guaranteed 100% full refund of your initial purchase cost, but we will not reimburse you for your return postage costs, excluding exceptional cases.
Damaged items will, of course, be replaced or refunded. Please bear in mind that we do not class natural stone imperfections as ‘damage’.
We fully agree to be governed by the UK Customer Protection (Distance Selling) Regulation Rules and aim to satisfy any of your customer complaints quickly and fairly.
Contact us for more information on returns or if you wish to discuss any complaint with us. You can email us by clicking here, or alternatively phone us for free from a UK landline on 0800 975 5916 (calls from a mobile or abroad will in cost vary depending on your service provider).
Customers wishing to cancel orders can do so either via their account menu or alternatively by emailing us or by phoning us.
If an order has already shipped, then you will have to follow the Returns procedure as stated above in order to send back your item. We usually take about 1 – 2 days to ship an order, so if you decide to cancel, it is best to do so as soon as humanly possible before we send your order.
We reserve the right to cancel any order ourselves if we are unable to fulfil it for a valid reason or at our own discretion.
Reward Points Scheme – please not this is no longer in operation due to a new website being needed. We may reintroduce the scheme in the future.
Collect Reward Points every time you shop: – collect points and you will be able to get money off your next purchase when you use them.
You must have an account with us to receive your reward points so that we can keep track of them for you; although you do not necessarily need to have an account with us in order to make a purchase.
We reserve the right to make changes to the number of points that can be given or needed to make a purchase without notice, although, wherever possible we will avoid doing this without any valid reason.
Please note: you may find that you are unable to use all of your points in one go, and often the system will not allow you to pay entirely for your shopping with points.
E.g. if you bought a pendulum and used all your points to pay for it, the system may not accept the order. You may find you have to adjust the number of points you are using to get your discount.
Points may be added (for example when you make a purchase) or even subtracted (if there is a good reason to do so – such as using your points) from an account without notice, although usually there would be a reasonable explanation for doing this.
The Reward Points scheme is run on the basis of fair and proper use.
Wholesale customers do not receive reward points.
Pricing, Coupons and Discounts
We reserve the right to alter and amend our prices, coupon codes and discounts at any time.
Payments can be made securely via PayPal TM or Worldpay TM.
NB. Price is for one item only unless otherwise specified. Item may vary slightly from photos shown.
You do NOT need to have a PayPal account to make a PayPal payment to us: – You can make a payment for goods by using your debit or credit card via the PayPal summary page.
We do not keep hold of any of your personal financial details on any our files at any point in time; only your shipping/contact details will be ever held by us personally.
Please note: We never give any of your information to third parties (apart from your postal address for shipping purposes and name, email and order number for review purposes). We do not encourage 3rd party marketing and will take full measures to prevent this from happening. You may wish to subscribe to our own newsletter, but this is entirely optional and can be changed in your account settings.
Your name and address details are held on a secure server and protected by The Data Protection Act.
None of your details will ever be passed on to third parties (other than for delivery or review purposes) by us.
Registering with us
We keep your name, email address, phone number and address details on a secure server for delivery purposes and also for keeping track of your Rewards Points if you decide to register with us.
We do not store any of your financial information. Your purchases are processed securely by PayPal.
By using our service you automatically agree to us sending out one request for a review + one reminder which is entirely optional for you to complete but may help others in deciding on whether to purchase from us. Most of the review channels (apart from those left directly on our site) that we use are fully operated by third-parties to ensure complete honesty and authenticity between ourselves and our customers.
Unless otherwise stated, all of our goods are 100% new from our suppliers. It is very rare that we ever sell anything that is not in a new condition and we would always make you aware if an item is not new. A slight exclusion to this is that our crystals and minerals maybe thousands or millions of years old, as expected. By referencing ‘new goods’ we mean new from our variety of specialist suppliers, and the goods have not had previous ownership prior to their original sourcing.
You may backorder some products where available. Note that any products ordered on backorder (no stock on hand) may take up to a month to ship, depending on how long it takes for us to reorder the product.
We often tend to restock at the beginning of the month and will send out soon after any back orders that could be fulfilled in time.
You may cancel and receive a full refund before the product is shipped or as usual, request a refund, if you return it within 60 days, if you are not happy with the long delay for any reason.
In some cases, we may not be able to source the product and will have to cancel the order and refund you in full.
Refunds for any backorder cancellations may take up to 31 days but where possible they will be immediate.
Please contact us for requests for products to be made available on backorder.
Please contact us by clicking here or by emailing to firstname.lastname@example.org for any further information or questions you may have.
You can also call us on (+44) 0800 975 5916.
Thank you for your interest in Completely Crystals® Limited.
Please be aware that some small crystals and stones could cause choking to children or pets if ingested or swallowed. Completely Crystals cannot and will not be held responsible for any misuse of our products. This warning is simply for your safety and protection.
We indemnify ourselves from any loss of business or personal effects to our customers with regards to issues related to the purchase and either use or misuse of our crystals.
Completely Crystals® aims to provide a holistic addition to modern medicine and its products do not aim to restore, correct or modify any existing adverse medical conditions by exerting a pharmacological, immunological or metabolic action. If you are suffering from an adverse medical condition then please contact your local general practitioner (GP).