The Crystal Directory

INDIVIDUALLY HAND MADE

As our machines are all individually hand-made to your specifications there may be variances in the actual product delivered compared to the website.

Machinery – Cancellation Policy

Please note that we have a 14-day cooling-off period on all of our machinery orders. Any orders that are canceled after 14 days but before 30 days from the date the order was placed will incur a cancellation fee. This fee will be 10% of the total price of the machine which was ordered (or in some cases 10% of the total of each machine that was ordered). If an order is canceled outside of the 30-day period from the date the order was placed, the 50% deposit that was paid to place the order will be forfeited.

Furthermore, freight cost recovery between 50-100% of the total amount quoted/paid may also be surrendered to the seller and at the seller’s discretion if a cancellation is made any time after 14 days from the date of the order.

Please understand that once an order is placed, we begin working on preparing that order for you. If a cancellation is made, we have then lost time and money which we could have put towards another machine which will in turn see us be paid for its completion. We understand that circumstances change, and we will try our best to accommodate individual cases of unforeseen cancellations, however, we appreciate your understanding of our position as well.

If on the odd chance, we have a prefabricated machine in stock and this machine is purchased by you, we will generally freight this machine the following day. Once the payment for the machine is made, the freight will be booked and paid for by us. Once this occurs, we are unable to recover the freight costs from the transport company and they will still be payable by you along with a 10% cancellation fee if you decide to cancel your order. As noted, the freight cost recovery amounts are at our discretion. Once the crate has been delivered to the freight company, we no longer accept cancellations.

Machinery – Returns Policy

We are not required to provide a refund or replacement if you change your mind.

We will refund or exchange a machine that has a major problem, is significantly different from the photo or description if the machine doesn’t do what we said it would or isn’t what you asked for and can’t be easily fixed.

If the problem is not major, we will repair the item within a reasonable time frame (up to 1 month excluding freight/ delivery times)

Machinery – Damaged Policy

Once the machine is received by you, please open the crate and test your machine. We will only accept the return of faulty or damaged machines if we are contacted within 10 days of receipt of your purchase. Motors are exempt from this policy.

 Machinery – Motor Warranty

We can only warrant the motors of our machinery for a period of 30 days from the time you receive your delivery. This is due to our supplier’s terms and conditions on all motors we use on our equipment.

 Returns Policy

You may return items within 7 days of delivery for a full refund if the item you received is incorrect or defective. We’ll also pay the return shipping costs if the return is a result of our error.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.

Shipping

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full kilogram.