We want every Pyracrystal piece to feel considered and right for you and your companion. This policy explains our return process and does not limit mandatory consumer rights.
EU/EEA right of withdrawal
If you are a consumer purchasing online in the EU or EEA, you generally have 14 days from the day you, or a person nominated by you, receives the goods to withdraw from the contract without giving a reason. Send a clear statement to support@pyracrystal.com before the deadline.
After notifying us, return the goods without undue delay and no later than 14 days after your notice. Contact us before sending anything so we can provide the correct return instructions and return address.
Customised & personalised pieces
Some Pyracrystal products are customised, personalised, or made to order. Where a product is made to your specifications or clearly personalised, the statutory right of withdrawal may not apply where permitted by law. Any applicable exception will be identified before purchase. This does not affect your rights if an item is faulty, damaged, or does not match the order.
Return condition
You may inspect goods as you would in a shop. You may be responsible for diminished value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods. Return items securely with all components supplied.
Return costs
Unless goods are faulty, incorrect, or we agree otherwise, the direct cost of returning them is borne by the customer. Do not send returns to our company correspondence address unless customer care confirms it as the return location.
Refunds
Where a valid withdrawal applies, we reimburse payments received for returned goods and the cost of the least expensive standard delivery offered for the original order. Additional costs for express or upgraded delivery are not reimbursed. We may withhold reimbursement until we receive the goods or you provide evidence of return, whichever occurs first. Refunds are made to the original payment method unless otherwise agreed.
Faulty or incorrect items
Contact us promptly with your order number and clear photographs. Your statutory rights concerning non-conforming goods remain unaffected.
Model withdrawal statement
You may email: “I hereby give notice that I withdraw from my contract for the sale of the following goods: [items]. Ordered on/received on: [date]. Name: [name]. Address: [address]. Order number: [number]. Date: [date].”