Refund Policy

You can submit a complaint by email to info@crystaliq-shop.com or in writing to the registered address: GSM Europe s.r.o., Mierové námestie 8, 911 01 Trenčín, Slovak Republic.

To speed up the process, please include your name, email, order or inquiry number, product name, date of receipt, description of the issue, and preferred resolution.

• for damaged goods, include photos of the product, packaging, filling material, and shipping label
• for incomplete deliveries, include a photo of the complete received parcel
• for functional or visual defects, briefly describe when and how the defect appeared

Crystal glass is fragile, so please inspect the shipment as soon as possible after receipt. If the parcel is visibly damaged, we recommend documenting the damage before unpacking and, where possible, recording it with the carrier.

If damage is discovered after unpacking, please contact us immediately. Photo documentation helps us assess the issue quickly and agree on replacement, compensation, or another suitable solution.

Consumer complaints are handled within the statutory period, no later than 30 days from the complaint submission unless applicable law provides otherwise.

We inform the customer about receipt, assessment, and outcome of the complaint by email. For B2B cooperation, the timeframe and method of resolution may follow individual terms.

If the complaint is accepted, we will propose a solution appropriate to the defect, product availability, and nature of the order.

• replacement of the product or its part
• reasonable discount
• repair, if possible and meaningful for the product type
• refund if replacement or another solution is not possible

Handmade and hand-finished glass may show subtle variations in pattern, thickness, optical qualities, cut, or small details. If such variations do not prevent proper use and correspond to the nature of artisan production, they are not considered defects.

The complaint does not cover damage caused by improper use, dropping, impact, unsuitable maintenance, customer intervention, or normal wear and tear.

Consumers may withdraw from a distance contract within 14 days of receiving the goods, unless a statutory exception applies.

Products made to customer specifications, personalised items, or products adjusted to order may be excluded from the right of withdrawal under applicable law.

Returned fragile glass must be packed carefully. We recommend using the original packaging or equally safe protective packaging.

A complaint can be submitted by a simple email. We recommend including: name, email, phone number, order or inquiry number, product name, date of receipt, description of the defect, preferred resolution, and photos.

If you request a refund, please include your IBAN. We will inform you about the next steps by email.

If a consumer is not satisfied with the complaint handling, they may contact the Slovak Trade Inspection or another authorised alternative dispute resolution body.