1. Pre-Purchase Integrity & Authorisation
Because Crystal Tones® Alchemy Singing Bowls are precision acoustic instruments, all sales outside of the EU statutory right of withdrawal are final. We highly encourage utilizing our pre-purchase consultation service to view and hear your specific bowl before finalizing your purchase.
Do not send items back without first contacting us. Returns sent without prior written authorisation will not be accepted and will be returned to sender at their expense. If a return is authorised, the courier collection must occur within 14 days of the original delivery date.
2. Mandatory Unboxing Protocol & Transit Claims
All shipments sent by JemResonance are fully tracked and premium insured. Because these instruments are exceptionally fragile, legal risk of loss and physical damage transfers to the buyer immediately upon delivery.
To ensure the validity of transit insurance claims, the buyer must strictly adhere to the following protocol:
- External Inspection: Inspect the outer packaging immediately upon delivery. If visible damage is present, photograph the box before opening.
- Strict 48-Hour Notification Window: Any transit damage or shattering must be reported to contact@jemresonance.com within 48 hours of delivery.
- Mandatory Evidence: Your report must include clear, continuous unedited video or photographic proof of the broken instrument, the internal packaging materials, and the external shipping box with the shipping label intact.
Failure to report transit damage with the required photographic evidence within 48 hours invalidates our courier insurance protocol; consequently, late claims or claims lacking documentation cannot be accepted for replacement or refund.
3. Statutory Returns (EU/EEA Right of Withdrawal Only)
In accordance with Article L. 221-18 of the French Consumer Code, consumers residing within the European Union (EU) or European Economic Area (EEA) have a statutory period of 14 days from the date of delivery to exercise their right of withdrawal without justifying their reasons.
- Mandatory Secure Return: To protect the delicate nature and high value of these instruments, all authorized returns must be organized exclusively by JemResonance via our designated DHL account. Buyers are strictly prohibited from shipping items back via their own methods.
- Cost Deduction: The full cost of this premium insured DHL return shipping service will be deducted directly from your final refund.
- Condition & Diminished Value: The instrument must be returned in its original, immaculate, unplayed condition, packed precisely inside its original internal and external packaging. Before a return is authorized, you must email 6 high-resolution photos (4 sides, top, bottom) to confirm pristine condition. JemResonance reserves the right to deduct an amount from the refund to reflect any diminished value if the item shows signs of handling, scratches, or wear sustained while in your possession.
4. International Orders & Refused Customs (Non-EU/EEA, Including the UK)
For all international deliveries outside the EU/EEA, all sales are final. We do not offer returns, exchanges, or refunds for changes of mind.
If an international shipment is refused by the recipient due to unpaid import charges and is looped back to our studio, a refund or store credit will be issued only upon safe, intact receipt of the package, minus the original outbound shipping fee, the actual cost of the return carrier shipping, and a 15% administrative restocking fee.