Terms and Conditions

1. About us

purecrystals.shop is run by Holistic Wellness Group Ltd, trading as Pure Crystals. We are a company registered in England and Wales, company number 15280875, with our registered office at Suite A, 82 James Carter Road, Mildenhall, Suffolk IP28 7DE, United Kingdom.

You can contact us by email at hello@purecrystals.shop, by phone on 020 8350 6030, through the contact form, or using the chat on our website. If we need to contact you, we will use the email address or phone number you gave us with your order.

2. Who these terms apply to

These terms are for customers buying for themselves, not for a business. You must be 18 or over to place an order. If you buy for a business, these terms still apply, except where they give rights that the law gives only to consumers.

3. Your order

When you place an order you are offering to buy the products in your basket. You will receive an email confirming that we have received your order. This does not mean your order has been accepted. Our contract with you begins when we email you to say your order has been dispatched.

We may decline an order, for example if a product is out of stock, if we cannot deliver to your address, or if there is an obvious mistake in a price or description. If we decline an order after taking payment, we will refund you in full.

4. Prices and payment

All prices are in pounds sterling (£). Holistic Wellness Group Ltd is not currently registered for VAT, so no VAT is added to our prices. The price shown is the price you pay for the product. Delivery is charged on top and is shown at checkout before you pay (see Delivery & Returns).

We take payment by card, Apple Pay and Google Pay through our payment provider, Stripe. Your payment is taken when you place your order. We never see or store your full card details.

If a product is shown at a price that is obviously wrong, we will contact you before dispatch. You can then buy at the correct price or cancel for a full refund.

5. Delivery

We deliver to addresses in the United Kingdom only. Delivery charges, dispatch times and estimated delivery times are on our Delivery & Returns page. Delivery times are estimates. If we are delayed by something outside our control, we will let you know and do what we can to limit the delay.

Some products are sent to you directly from the supplier that makes them, so an order with several items may arrive in more than one parcel. You will not be charged extra delivery for this.

The products are your responsibility once they have been delivered to the address you gave us, or to someone you nominated to receive them.

6. Natural products

Crystals and minerals are natural materials. Each piece is unique and will vary from the photographs in colour, size, shape, markings and inclusions. Weights and sizes are approximate. Natural variation of this kind is not a fault.

7. Wellbeing and safety

Our crystals, essential oils, incense and other wellbeing products are sold for personal, spiritual and decorative use. They are not medicines or medical devices. Nothing on our website is medical advice, and no product is intended to diagnose, treat, cure or prevent any illness. Always speak to a doctor or qualified health professional about any health concern, and do not stop or change any treatment because of anything you read on our website.

Please read the label and any instructions that come with a product. In particular: dilute essential oils before applying them to the skin and do not swallow them; keep oils, incense and small items away from children and pets; never leave burning incense, candles or smudge sticks unattended; and do not put crystals in water, salt or sunlight unless you know that type of stone can take it.

8. Your right to change your mind

You can cancel your order for any reason within 14 days of the day you receive the products (or the last item, if they arrive separately). To cancel, tell us by email, phone, the contact form or the returns form in your account. You do not have to give a reason. You then have a further 14 days to send the products back.

We will refund the price you paid and the standard delivery charge within 14 days of receiving the products back, or proof that you have sent them, using the payment method you used. You pay the cost of returning the products unless they are faulty or not as described. You may handle the products as you would in a shop to see if you want to keep them. If they come back damaged or used beyond that, we may reduce your refund to reflect the loss in value.

This right does not apply to sealed products that cannot be returned for health or hygiene reasons once the seal is broken, for example skincare, serums, oil rollers and face rollers, or to products made or personalised to your specification.

Our Delivery & Returns page also offers returns within 30 days of purchase. That is in addition to these rights, not instead of them.

9. Faulty or damaged products

Under the Consumer Rights Act 2015, products must be as described, fit for purpose and of satisfactory quality. If something arrives damaged, faulty or not as described, contact us as soon as you can, ideally with a photograph. Within 30 days of delivery you can reject the product for a full refund. After that, you can ask for a repair or replacement, and if that is not possible or does not fix the problem, a refund or a price reduction. We will pay the cost of returning a faulty product. For more information, contact Citizens Advice on 0808 223 1133 or visit citizensadvice.org.uk.

10. Your account and reviews

You can create an account to check out faster, see your orders and start returns. Please keep your password safe and tell us if you think someone else has used your account. If you write a review, it must be honest and about a product you bought, and must not contain anything offensive or anyone's personal information. We may remove reviews that do not meet these rules. We do not pay for or edit reviews.

11. Our responsibility to you

If we break these terms or fail to use reasonable care and skill, we are responsible for loss or damage you suffer that is a foreseeable result. We are not responsible for loss that was not foreseeable, or for business losses such as loss of profit or business opportunity. Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit, including your rights under the Consumer Rights Act 2015.

12. Events outside our control

We are not responsible for delays or failures caused by events outside our reasonable control, such as postal disruption, severe weather or a supplier failing to deliver. If this happens we will tell you, and if the delay is long you can cancel and receive a refund for anything you have paid for and not received.

13. Our website

The text, photographs and designs on this website belong to us or our suppliers. You may not copy or reuse them for commercial purposes without our permission. We try to keep the website accurate and available, but we cannot promise it will always be free of errors or interruptions.

14. Your personal information

We use your personal information as described in our Privacy Policy.

15. Changes to these terms

We may update these terms from time to time. The terms that apply to your order are the ones shown on this page when you placed it.

16. Complaints and the law

If you are unhappy with anything, please contact us first at hello@purecrystals.shop and we will try to put it right. These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in the courts where you live.