Refund policy
Returns
We offer a 14-day return policy, which means you have 14 days after receiving your order to request a return for a refund or exchange.
To be eligible for a return, your item must be in the same condition as you received it, and in its original packaging.
To start a return, please contact us. Items sent back to us without prior authorization will not be accepted. Please note, we do not currently offer free returns, and return shipping costs are the responsibility of the buyer. All returns should be sent to:
Distinction Crystal Wholesale, Unit 2 Newtown Industrial Estate, Crosskeys, Newport, NP11 7PZ.
When returning items, it is your responsibility to ensure the goods arrive back to us safely and in undamaged condition. We strongly recommend using a tracked, insured shipping service and appropriate protective packaging. Any damage or loss in transit will be the buyer’s responsibility, and we will be unable to process refunds for goods returned to us damaged.
Refunds & Exchanges
Once we have received and inspected your return, we will notify you of the outcome. If approved, your refund will be processed automatically to your original payment method within 10 business days. Please note it may take additional time for your bank or credit card provider to post the refund.
If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us.
Damages and Issues
We have robust picking and packing processes in place to ensure orders arrive safely and accurately. Please inspect your order upon receipt, and if you notice any damage or problems, contact us immediately with photographs so we can assist you.
Please remember that our products are natural items, often worked and polished by hand at the source, making every piece unique. Sold in bulk quantities on a wholesale basis, these items may have natural variations, marks, or surface imperfections. We cannot accept returns for natural features inherent to the product, or facilitate returns of multiple items deemed unsatisfactory on this basis from a bulk order.
Exceptions / Non-Returnable Items
Occasionally, we may run promotions on items which are non-returnable. This will be clearly noted on the product listing.
Items Displayed for Resale
Products that have been publicly offered for resale, including but not limited to those shown during live sales or other marketing events, are considered second-hand and therefore excluded from our standard returns policy. We can only accept returns for goods that have not been marketed or offered for resale and that meet our usual criteria for unused, undamaged items.
Please note:
All goods ordered from Distinction Crystals—whether paid for in full or in part—remain the sole property of Distinction Crystals until they have been physically delivered to the customer.
In the event that any item cannot be fulfilled—due to loss, damage, preparation delays or operational error—a refund will be issued as necessary for the unfulfilled portion of the order.
Distinction Crystals does not accept liability for any third-party arrangements or commitments made by the customer (such as reserving, pre-selling, or promising items to their own clients) prior to receiving the goods. Ownership and responsibility for resale or representation transfer only once the items are in the customer’s possession.