Terms and conditions

This website is owned and operated by The Crystal Cove® with registered address at 296 Swansea Road, Waunarlwydd, Swansea, SA5 4SL and email address info@thecrystalcove.co.uk.

Any purchase of goods from the website requires the customer to consult and accept these terms and conditions. The click validating the order implies full acceptance of these terms and represents the customer’s digital signature.

Purpose

These terms and conditions are intended to define the rights and obligations of the parties in the sale of goods proposed online by The Crystal Cove® for the customer.

Order Confirmation

All contractual information will be confirmed by email to the address specified by the customer during the act of purchasing.

Proof of Transaction

The records held by The Crystal Cove®, adhering to strict GDPR regulations, are considered proof of communications, orders and payments made between the parties. Purchase orders and invoices are stored according to GDPR regulations and can be produced as evidence.

Product Information

Every effort has been made to ensure the accuracy of the information presented on The Crystal Cove®. The Crystal Cove® or its suppliers shall not be held liable for the consequences, accidents or special damages arising from electronic transmissions or the accuracy of transmitted information, even in cases where The Crystal Cove® was aware of the possibility of such damages. Manufacturer and brand names are only used for identification purposes. Product photographs, descriptions and prices are non-contractual. The Crystal Cove® may enlarge product pictures in order to show details and so may not appear actual size. It is the responsibility of the customer to read product descriptions for actual size information prior to purchase.

Validity Period of Offer and Prices

The Crystal Cove® reserves the right to change offers and prices without notice

Delivery Terms

Products are delivered to the address specified by the customer on the purchase order and only to geographic zones that we service.

All products leave our premises in perfect condition. The customer must notify the carrier (or postman) of any trace of damage (holes, signs of crushing etc) to the parcel and refuse the package if necessary. A new, identical product will then be sent to the customer at no additional charge. This is subject to availability and if no replacement is possible, a full refund will be provided.

No exchanges can be made at a later time for goods claiming to be damaged during carriage without notification at the time of reception.

As with any shipment, a delay or loss of goods is possible. In such a case, the carrier shall start an investigation. Every effort is made for as long as necessary to find the package. If the package is not found, the carrier will reimburse The Crystal Cove® who will deliver a new, identical package to the customer free of charge. This depends on product availability and if no replacement is possible, the customer will be provided with a full refund.

The Crystal Cove® shall not be held responsible for delayed delivery times due to the carrier, including for the loss of goods, weather conditions and strikes.

Loss or Damage In Transit

The Crystal Cove® will not be responsible for damage or loss of goods or parts thereof in transit or for any discrepancy between the goods delivered and the goods ordered unless the customer gives written or email notice of a claim to The Crystal Cove® and the carrier within three (3) business days of delivery.

In the event of damage of goods or part thereof or for any discrepancy between the goods delivered and the goods ordered, the customer must hold the goods and make them available for inspection or collection by The Crystal Cove® or its representatives on request.

Delivery Errors

The customer must inform The Crystal Cove® immediately, the same day or following business day following delivery concerning any claim of delivery error or non-conformity of goods, in kind or in quality, compared with the information on the purchase order.

Any claim made after this period will be rejected. All claims must be made in writing, such as email, and sent to The Crystal Cove®.

Any claim that does not respect the rules defined above cannot be taken into account and releases The Crystal Cove® of any responsibility to the customer.

In the case of delivery error or exchange all goods must be returned to The Crystal Cove® in whole, in it’s original packaging and in perfect unused condition to The Crystal Cove®, 296 Swansea Road, Waunarlwydd, Swansea, SA5 4SL. For claims to be accepted, the customer must first make a declaration to The Crystal Cove® concerning any returns and obtain consent by The Crystal Cove®. If accepted, the customer will ship the package to The Crystal Cove®, 296 Swansea Road, Waunarlwydd, Swansea, SA5 4SL.

Exchanges and returns are at the expense and responsibility of the customer except cases in which the goods delivered are done so in error in accordance with the original purchase order or the customer can provide photographic evidence to The Crystal Cove® of damage during transit in which case returns are at the expense of The Crystal Cove® and the rules regarding loss or damage during transit shall be invoked. The Crystal Cove® shall determine the method used for goods to be returned and shall refund the customer accordingly. The Crystal Cove® retains the right to refuse whole or part of a return postage claim if the customer has not followed the rules outlined. Customers should obtain a proof of postage when returning goods and provide photographic proof of this upon request.

If a customer is returning or exchanging goods not based upon a delivery error or damage, they can do so using any method they choose. The goods remain the responsibility of the customer until received by The Crystal Cove® who will not be held liable for replacing or refunding any goods not received. The Crystal Cove® therefore recommends returns and exchanges made at the customer’s expense to be made using a signed for service.

Warranty

The customer is expressly informed that The Crystal Cove® is not the manufacturer of the goods and components presented in The Crystal Cove® and that The Crystal Cove® shall not be held liable for any defective goods.

In the case of damage to a person or property resulting from a product defect, only the product manufacturer shall be held liable and sought after by the customer.

All products sold on The Crystal Cove® are under a 12 month warranty. All products that have been modified by the customer or not used as they are intended are not covered by this warranty.

Right to Withdrawal

In accordance with the Consumer Contracts Regulations which came into place in 2014, the customer has 14 days from the time the goods are received to cancel their contract and return goods at their own expense without having to give a reason. All returns should be indicated beforehand with The Crystal Cove® customer service department. All goods must be returned to The Crystal Cove® 296 Swansea Road, Waunarlwydd, Swansea, SA5 4SL. The rules outlined above stating the condition of goods and receipt of goods still apply.

Only complete and unused goods in perfect condition for resale will be accepted. No refunds or exchanges will be made for incomplete, damaged or unsealed goods, including damage to the original packaging. The customer can exercise this right to withdrawal without penalty, excepting the return fee for the goods. If the customer exercises the right to withdrawal, they have the option of requesting a full refund or exchange of goods where this is possible. If an exchange for alternative goods is requested, it is the responsibility of the customer to pay for any deficit in cost of the goods. In the event an exchange is requested for goods of a lesser value, the difference in cost will be refunded to the customer.

If the right to withdraw is exercised and a refund (minus return postage costs) is requested, The Crystal Cove® will make every effort to refund the customer within 30 days.

Right of Use

The use of any trademarks, logos, photographs or brands present on The Crystal Cove® is strictly forbidden.

Force Majeure

Neither party will be deemed to be in breach of any of its obligations under the agreement as a result of any delay in performing or any failure to perform any such obligations by reason of any cause or event beyond the parties’ control. A force majeure event includes, but is not limited to any unforeseeable, or unstoppable act, event, or accident beyond the control of either party, despite all reasonable efforts made to the contrary. In addition to the events usually recognised by British Courts, a force majeure includes in particular (without limitation) the following: strike, lock-out, earthquake, fire, storm, flood, lightning, explosion, impossibility of the use of private or public telecommunications networks.

In such circumstances, the party delayed or unable to perform (Delayed Party) shall notify the other party (Affected Party) within 10 (10) business days following the date such events become known.

Unless prevented due to Force Majeure, both parties will meet within three months to examine the impact of the event and agree to the conditions under which the contract shall be continued. If the Force Majeure lasts longer than one (1) month, this agreement may be terminated by the injured party.

Partial Invalidity

These terms and conditions remain valid and in force even if one or more clauses are invalid or declared so under any law, regulation or following the final decision of a competent court.

Non-Waiver

No failure of either party to exercise any power given to it in these terms and conditions or to insist upon strict compliance by the other party with its obligations hereunder shall constitute a waiver of either party’s right to demand exact compliance with the terms hereof.

Data Protection and GDPR

All personal information you provide us is in order to process your order and ship it to you. This data is treated carefully in accordance with the new GDPR regulations. You can get more detailed information about the data we collect by reading our GDPR policy here.

Applicable Law and Competent Jurisdiction

In form and content, these terms and conditions shall be governed by and constructed in accordance with English laws. All orders placed at The Crystal Cove® strictly imply the acceptance of the terms and conditions.

In case of dispute or claim, the customer agrees to seek an amicable solution with The Crystal Cove® before proceeding with an legal action.