Returns & Refunds policy

We have a 14-day return policy for item receipts. To qualify for a refund and initiate the process p lease use our online return request form here.

Eligibility and Process:

In the event you are unhappy with the product(s) you have ordered, you may return new and unused products including free gifts, within 14 days of delivery for a full refund of goods and standard delivery cost (if applicable). You are responsible for return shipping costs unless the item is faulty.

Delivery Costs:

We will not refund for express/dedicated delivery if unwanted goods arrive on time. You will receive a refund for express/dedicated delivery if items arrive late and you no longer want them.

Refund Timeline:

Refunds are processed within 5 working days after we receive cancelled items or proof of return from you. Please note that some banks and credit cards take 3-5 days to pass on the credit to your account. This additional delay is outside of our control. If you are concerned, please contact us if you have not received your refund within 7 working days of your refund being processed.

Condition and Packaging:

To be eligible for a return, Items must be unused and in the original packaging. Please ensure you include a note or invoice with your name and order number inside the parcel. We recommend you get a proof of posting receipt to ensure your parcel is safely returned to us.

Faulty/ Damaged Items:

Faulty, defective, or wrongly delivered goods will be fully refunded, including the original and return postage costs. This is only as long as the fault is not due to misuse, product care recommendations have not been followed, reasonable wear and tear or item not being secured with protective packaging.

The refund or replacement will be processed upon receipt of the faulty items or photographic image that clearly shows that goods and packaging are defective or have been damaged during transit. The acceptance of photographic evidence as proof of damage in transit is solely at the discretion of BD Crystals who reserve the right to insist that faulty/damaged item are returned prior to processing any refund.

Requesting a Return:

Use our online return request form here. Items sent back to us without first requesting a return will not be accepted.

Cancellations:

If, for any reason, you wish to cancel your order, please let us know as soon as possible. If your package has not yet been dispatched, you will be refunded via your original payment method.

Exceptions:

Unfortunately, sale items and gift cards are non-returnable.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@bdcrystals.com. Please note that returns will need to be sent to the following address: BD Crystals, FLAT 11 ANGEL WHARF, 52 EAGLE WHARF ROAD, LONDON N1 7ER, United Kingdom.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at info@bdcrystals.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged, or if you received the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please email us at info@bdcrystals.com.

Exchanges:

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We replace defective or damaged items only. If you need to exchange an item for the same item, please email us at info@bdcrystals.com.

Refunds:

Once we receive and inspect your return, we'll email you regarding approval. Refunds are processed within 5 working days to your original payment method. Standard delivery cost refunded if applicable.

You can always contact us for any return questions at info@bdcrystals.com.