Refund policy
We want you to feel confident when purchasing your Crystal Bed. As each Crystal Bed is manufactured in Brazil and shipped internationally, please read the following information carefully before placing your order.
Returns
Returns must be agreed with us in advance. Please contact us before attempting to return your Crystal Bed or any associated products.
Due to the size, value and international shipping requirements of our Crystal Beds, returns cannot be sent without prior authorisation and return instructions.
Customers are responsible for ensuring that any authorised return is packaged appropriately and follows the return instructions provided.
Nothing in this policy affects your statutory consumer rights.
Damaged in Transit
All Crystal Beds are shipped using FedEx with tracking and transit insurance.
If your order arrives damaged, please contact us as soon as possible and provide photographs of the packaging, the damaged item and any relevant shipping labels.
Where damage has occurred during transit and is confirmed through the appropriate process, replacement parts or components will be provided as required at no additional charge.
Please retain all original packaging until the issue has been resolved, as this may be required as part of an insurance or courier claim.
Manufacturer's Warranty
Crystal Beds are supplied with a one-year manufacturer's warranty.
Where a component is confirmed as covered by the manufacturer's warranty, the required replacement part will be sent to the customer free of charge.
The warranty applies to manufacturing faults and does not cover damage resulting from misuse, accidental damage, unauthorised alterations or normal wear and tear.
International Shipping & Customs
Orders are shipped directly from the manufacturer in Brazil using FedEx, with tracking and insurance provided.
International shipments may be subject to customs clearance, import VAT, import duties, handling charges or other taxes and fees imposed by the destination country.
These charges are not included in the purchase price unless expressly stated otherwise and are the responsibility of the customer.
It is the customer's responsibility to understand and comply with the customs and import requirements applicable in their country before ordering.
We cannot accept responsibility for customs charges, import taxes or delays caused by customs authorities.
Please contact us before ordering if you would like further information about the international shipping process.
Refusal to Pay Customs Charges
Please be aware that refusing to pay applicable customs duties or import charges does not constitute cancellation of the order.
If a customer refuses customs clearance or payment of applicable import charges, FedEx may return the shipment to the manufacturer in Brazil.
Any refund due will only be considered after the returned Crystal Bed has been safely received and confirmed by the manufacturer in Brazil.
Any shipping, return shipping, customs, courier, handling or other costs incurred as a result of the refused shipment may be deducted from the refund where permitted by applicable consumer law.
Refunds
Where a return has been authorised and a refund agreed, the refund will be processed once the product has been received and inspected by the manufacturer in Brazil.
We will notify you once the return has been received and advise you of the status of your refund.
Where approved, refunds will be made to the original payment method, subject to any deductions permitted under applicable law.
Before Ordering
Because Crystal Beds are specialist products manufactured and shipped from Brazil, we encourage customers to contact us with any questions before placing an order.
Bob Roemer
Phone / WhatsApp: +44 (0)7543 883 804
Email: crystalbedstore@gmail.com