Refund policy

1. You have a legal right to change your mind

Your legal right to change your mind. You have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the costs of us delivering the products to you. This is subject to some conditions, as set out below.

The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the day we deliver your product. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.

How to let us know. To let us know you want to change your mind, fill in the online form: cancellation form, or complete the model cancellation form which can be found here.

You have to return the product at your own cost. You have to return your product (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. You are responsible for arranging and paying for the return of the product. You can:

  • send the product back to us using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price. 

For help with returns, please contact our Customer Service Team: team@cryptickillers.com

We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. 

For example, we reduce your refund if the product’s condition is not “as new”, price tags have been removed, the product-branded packaging is damaged or accessories are missing. 

In some cases, because of the way you have treated the product, no refund may be due. 

Our Customer Service Team: team@cryptickillers.com can advise you on whether we’re likely to reduce your refund.

When and how we refund you. If your product has not been dispatched to you, we refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. If you are sending products back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you’ve sent them to us). We refund you by the method you used for payment. We don’t charge a fee for the refund.

2. You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must contact our Customer Service Team: team@cryptickillers.com or fill out our returns form which can be found [here]. 

We make all efforts to ensure that the products you purchase from us are as described to you on our website and meet all the requirements imposed by law. 

However we acknowledge that sometimes mistakes happen and we might fall short of these standards. If this happens, you have legal rights, which are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.

 Remember too that You have several options for resolving disputes with us.

Summary of your legal rights
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following: • Up to 30 days: if your goods are faulty, then you can get a refund. • Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases. • Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

3. We can change products and these terms

Changes we can always make. We can always change a product:

  • to reflect changes in relevant laws and regulatory requirements;
  • to make minor technical adjustments and improvements, for example to address formatting issues or typos. These are changes that don’t affect your use of the product.

If we have to make a substantial change to the products, which impact your use of the product, then we will let you know and you will have the option to cancel your order. 

4. We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:

  • you don’t make any payment to us when it’s due and you still don’t make payment within 14 days of our reminding you that payment is due; or
  • you don’t, within a reasonable time, allow us to deliver the product to you.

5. We don’t compensate you for all losses caused by us or our products

We’re not responsible for losses you suffer caused by us breaking this contract if the loss is:

  • Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
  • Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We’re not responsible for delays outside our control.
  • Avoidable. Something you could have avoided by taking reasonable action. For example, damage which you could have avoided by following our advice or by correctly following any instructions advised by us.

To the extent that you use a product for the purposes of your trade, business, craft or profession then, save in respect of any liability which cannot legally be limited, our total liability to you for all losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to what you paid for the product and all claims for loss of profit or indirect or consequential loss are wholly excluded.

6. We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice: Privacy Policy

You have several options for resolving disputes with us

7. Contact us for any complaints. If you have any problems with us or our problems, please contact us and our customer service team will respond to you as quickly as possible. We will use our best efforts to find a solution to your complaint. 

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.