Crystal Clear Guarantee ®
It’s important to us that you feel comfortable ordering and using your crystal everyday, not just on special occasions. That’s why we’re pleased to provide you with a guarantee as clear as our crystal:
- Complete replacement guarantee against loss or breakage when we ship to you.
- Complete replacement within the first twelve months if your crystal breaks, chips or sustains damage in any way or for any reason, shipping charges will apply*.
To activate your Crystal Clear Guarantee® simply complete the card provided with your purchase, or fill in the necessary information in the electronic form located on the right hand side of this page. If you’re giving NovaScotian Crystal as a gift, a guarantee card will accompany the piece to be filled out and returned by the recipient.
*We cannot provide the 12-month replacement warranty for our Limited Edition products, or specially commissioned awards, gifts or trophies since, as their name suggests, they’re produced in limited and numbered quantities. However, in the event your Limited Edition piece gets damaged in the first 12-months after receiving it, we’ll certainly do our best to repair it or replace it with a similar item in one of our standard patterns.
We pledge Satisfaction
Making crystal is a labour of love. We hold ourselves to the highest of standards and hope you will hold us to them as well. If you’re not happy with your crystal for any reason, we pledge to make it right. The following guidelines will help to make the process hassle-free:
In general, items should be returned unused within 30 days of delivery. When returning an item by mail, please indicate on the packing slip whether you would prefer an exchange, a credit towards another purchase, a refund to your credit card or by cheque (less shipping charges). If you’d like any assistance with the process, please call us at 1.888.977.2797.
Think you’d rather have a whiskey tumbler than a wine glass? Not a problem. We’re happy to exchange the product you bought or received for a different style or pattern. We will do this at any time within the 12-month guarantee period, at no charge other than the cost of shipping.
If an item you received is damaged, defective or not what you ordered, call us at 1.888.977.2797, or send an email to firstname.lastname@example.org. We’ll take care of exchanging it as quickly as possible. Shipping charges may apply.
If your NovaScotian Crystal product becomes chipped or scratched, we’re more than happy to assess it for repair. Depending on the damage, we cannot guarantee that the item can be repaired. However, we can guarantee that our master craftsmen and repair specialists will thoroughly assess it, and if it cannot be repaired, we are happy to replace or exchange it for a new one if the product falls within the guidelines of our Crystal Clear Guarantee.
Please note that outside the 12-month Crystal Clear Guarantee, all repairs will be subject to a fee depending on the extent and location of the damage on the piece. Each damaged piece will be assessed individually and we cannot guarantee that every piece will be repairable. Please contact us for further information regarding repair fees and timelines.
*We are not able to repair items of crystal that were not made by NovaScotian Crystal.
We understand that life can be unpredictable and this policy doesn’t cover every situation. If you have an issue that requires special consideration, please give us a call at 1.888.977.2797.
Please complete and submit this form to activate your Crystal Clear Guarantee. If you have an account, login first and your data will pre-populate.