For Our UK Business: Physical Products, Downloadable Products & eLearning Course Videos
Effective Date: 3rd July 2025
Crystal Water Experience
We are not a registered company.
At Crystal Water Experience, we are committed to protecting your privacy, respecting your personal data, and maintaining transparency about how and why we collect, use, and store information.
This Privacy Policy applies to our website www.crystalwaterexperience.com and related websites, associated platforms, and our services offered globally.
Introduction
Welcome to our store. We are committed to delivering quality products and services to our customers throughout the UK. This Returns Policy and Shop Policy sets out the terms and conditions for purchases, returns, exchanges, and customer service regarding our three main product categories: shipped physical goods, downloadable digital products, and eLearning course videos accessed via a membership subscription.
Please read these policies carefully before making a purchase. By ordering from our website, you agree to these terms. If you have any questions, please contact our customer support team.
1. Shop Policy
1.1 Eligibility
- To purchase from our store, you must be at least 18 years of age or have the consent of a parent or legal guardian.
- By placing an order, you confirm that all details you provide are true and accurate, and that you are authorised to use the payment method provided.
1.2 Product Categories
- Physical Products: Tangible items shipped to your address.
- Downloadable Products: Digital items delivered via download link.
- eLearning Course Videos: Accessed through a membership subscription service on our platform.
1.3 Pricing and Payment
- All prices are listed in GBP (£) and include VAT, where applicable.
- We accept payment via debit/credit card, PayPal, and other methods as specified at checkout.
- Orders will be processed upon successful receipt of payment.
1.4 Shipping and Delivery (Physical Products)
- We ship physical products throughout the UK and abroad using reputable courier services.
- Estimated dispatch and delivery times are indicated on each product page; these are guidelines and may be subject to change due to external factors beyond our control.
- Shipping fees will be calculated at checkout and are based on delivery location, product weight, and order value.
- Once your order is dispatched, you will receive a tracking number via email.
- If your order is delayed or lost in transit, please contact our customer support and we will investigate and resolve the issue promptly.
1.5 Access to Digital Products & eLearning Content
- Downloadable products are delivered via a secure link sent to your registered email address upon payment confirmation.
- Links for digital downloads are valid for 7 days from the date of purchase.
- eLearning course videos are accessible via our online platform, subject to an active membership subscription.
- Membership subscriptions automatically renew unless cancelled prior to the renewal date. Renewal details will be communicated by email in advance.
1.6 Account Security
- You are responsible for maintaining the confidentiality of your account credentials.
- If you suspect unauthorised access to your account, please notify us immediately.
- We reserve the right to suspend or terminate accounts where fraudulent or abusive activity is detected.
2. Returns Policy
2.1 Physical Products
- We accept returns within 14 days of delivery, in accordance with the Consumer Contracts Regulations (2013).
- To be eligible for a return, items must be unused, in their original packaging, and in a resalable condition.
- To initiate a return, please contact our customer support with your order number and reason for return. We will provide instructions and a return address.
- Return shipping costs are the responsibility of the customer, unless the item is faulty or incorrect.
- Once the returned item is received and inspected, we will issue a refund to your original payment method within 7 working days. You will be notified by email when your refund is processed.
- If the product is faulty, damaged, or incorrect, please contact us within 48 hours of receipt. We may request photographic evidence. In such cases, we will cover return postage and offer a replacement or full refund.
2.2 Downloadable Products
- Due to the nature of digital content, we do not offer refunds or exchanges for downloaded products once the download link has been accessed, in line with the Consumer Contracts Regulations regarding digital content.
- If you experience technical issues preventing access to your download, please contact customer support for assistance. We will make reasonable efforts to resolve any technical problems.
- By purchasing downloadable content, you acknowledge and consent to the immediate delivery of digital goods and waive your right to a 14-day cancellation period.
2.3 eLearning Course Videos (Membership Subscription)
- Membership subscriptions grant access to our eLearning video library for the duration of your active subscription.
- Subscription payments are non-refundable once access to eLearning content has commenced, except where required by law.
- You may cancel your subscription at any time through your account dashboard. Access will continue until the end of the current billing period.
- If you believe you have been incorrectly charged or have not received access to your purchased content, please contact customer support for prompt resolution.
- We reserve the right to amend, update, or remove eLearning content but will endeavour to provide reasonable notice of significant changes affecting your access.
3. General Provisions
3.1 Customer Support
- Our customer support team is available Monday to Friday, 9am to 5pm (UK time), via email and live chat.
- We aim to respond to all queries within 2 working days.
- For returns, refunds, or technical issues, please provide your order number and full details to assist us in resolving your enquiry efficiently.
3.2 Privacy & Data Protection
- Your personal data is handled in accordance with the UK General Data Protection Regulation (UK GDPR) and our Privacy Policy.
- We will never share your information with third parties without your consent, except where required by law or necessary to fulfil your order.
3.3 Changes to Policy
- We reserve the right to update or amend this policy at any time. Any changes will be posted on our website with the effective date indicated.
- It is your responsibility to review this page prior to making a purchase to ensure you are aware of the current terms.
4. Exclusions & Limitations
- Certain products may be excluded from return due to hygiene or safety reasons. These exclusions, if applicable, will be clearly stated on the relevant product page.
- We are not responsible for delays or failures in delivery caused by events outside our reasonable control, such as postal strikes, natural disasters, or other force majeure events.
- Our liability for any claim arising out of your use of our products and services shall not exceed the amount paid for the relevant item or service.
5. Contact Information
If you have any questions regarding this Returns Policy & Shop Policy, please contact us at:
Postal Address: Crystal Water Experience, Office 1, Izabella House, 24-26 Regent Place, City Centre, Birmingham, B1 3NJ, United Kingdom.
Thank you for shopping with us. We value your business and are here to help if you have any concerns regarding your purchase, return, or access to our products.
