Refund policy

Returns & Refunds Policy

At Crystal Clear UK Ltd, we want you to be delighted with your purchase. If for any reason you are not completely satisfied, we aim to make the returns process as simple and fair as possible.

Standard Returns

Non-personalised items may be returned within 30 days of delivery for a refund, provided that:

  • The item is unused and in its original condition.
  • The item is returned in its original packaging where possible.
  • Proof of purchase is provided.

Once we have received and inspected the returned item, a refund will be processed to your original payment method. Please allow up to 10 working days for the refund to appear in your account.

Personalised & Engraved Items

As personalised and engraved products are made specifically to your requirements, they cannot be cancelled, returned, or refunded once the design has been approved and production has commenced.

We strongly recommend checking all spelling, dates, and design details carefully before approving your order.

However, if your personalised or engraved item arrives damaged, faulty, or differs from the approved design, please contact us and we will work with you to resolve the issue promptly.

Made-to-Order Products

Certain items are produced specifically for each order. These products cannot be cancelled or returned once production has begun, unless they are faulty, damaged, or not as described.

Alcohol Products

Due to the nature of alcohol products and licensing requirements, alcohol items cannot be returned or refunded unless they arrive damaged, faulty, or incorrect.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or you receive the wrong item, please contact us within 48 hours of delivery and provide photographs where possible.

We will arrange an appropriate solution, which may include:

  • A replacement item
  • A repair
  • A full or partial refund

depending on the circumstances.

How to Return an Item

To request a return, please contact our customer service team with:

  • Your order number
  • Your name and contact details
  • Details of the item(s) you wish to return

We will provide instructions on how and where to return your item.

Return Shipping Costs

Customers are responsible for return postage costs for unwanted items unless the item is faulty, damaged, or supplied incorrectly.

We recommend using a tracked and insured delivery service, as we cannot be responsible for items lost in transit during return shipping.

Your Statutory Rights

Nothing in this policy affects your statutory rights under applicable consumer protection laws. Where goods are faulty, damaged, or not as described, you may be entitled to a repair, replacement, or refund in accordance with your legal rights.

Contact Us

Crystal Clear UK Ltd
Email: crystalclearuk@btconnect.com


We are always happy to help and will do our best to resolve any concerns quickly and fairly.