Refund policy

Refund Policy

At CrystalVac, we’re committed to making your home feel effortlessly clean — and your shopping experience just as smooth. We stand behind the quality of our products and want you to feel confident in every purchase. If for any reason you’re not satisfied, we’re here to help.

⸻

Returns

We accept returns and exchanges within 30 days of your purchase date, under the following conditions:
    •    The item must be in unused condition
    •    All original packaging and accessories must be intact
    •    There must be no visible signs of wear, use, or damage

Returns that do not meet these criteria may be declined or subject to a partial refund. CrystalVac reserves the right to inspect all returned items.

Due to hygiene and safety reasons, we cannot accept returns for any consumable cleaning items, used equipment, or hazardous materials.

⸻

How to Start a Return or Exchange

Please email our team at support@crystalvac.co.uk with:
    •    Your order number
    •    The reason for return or exchange
    •    Any relevant photos or details, if applicable

We’ll guide you through the next steps and provide return instructions. Items sent back without first contacting us will not be accepted.

⸻

Return Shipping

Buyers are responsible for return shipping costs unless the item arrives damaged or defective. We recommend using a tracked shipping service for any item over £75 to ensure your return reaches us safely.

⸻

Refunds

Once your return is received and inspected, you will be notified via email regarding the status of your refund. If approved, a credit will be issued to your original payment method within 3–5 business days.

⸻

Late or Missing Refunds

If you haven’t received a refund within 5 business days of our confirmation:
    1.    Check your bank or card account again
    2.    Contact your payment provider (some banks take longer to process)
    3.    If you’ve done all of this and still have not received your refund, please contact us at support@crystalvac.co.uk

⸻

Damaged or Defective Items

If your product arrives damaged or defective, please contact us within 48 hours of delivery at support@crystalvac.co.uk. Include your order number and clear photos of the issue. We’ll resolve it quickly — either with a replacement or full refund.

Please note: We use carrier delivery data (timestamp and tracking) to validate claims.

⸻

Gifts

If you received your item as a gift and it was marked as such at purchase, you may receive a gift credit upon return. Once the item is received and approved, we’ll issue a digital gift certificate to your email.

⸻

Feedback & Support

We’re always listening. If you have any questions, concerns, or feedback — please don’t hesitate to reach out to support@crystalvac.co.uk. Your satisfaction drives everything we do.