Terms of service

These Terms of Service (“Terms”) govern your access to and use of the Pure Whispers website, products, and related services (collectively, the “Services”).

The Services are operated by PURE WHISPERS LTD, trading as Pure Whispers (“Pure Whispers,” “we,” “us,” or “our”).

By accessing our website, placing an order, or otherwise using the Services, you agree to these Terms and to our Privacy Policy, Shipping Policy, and Return & Refund Policy. If you do not agree to these Terms, you should not use the Services.

Company Information

PURE WHISPERS LTD
Company No. 17456716
Registered in England and Wales
Registered office: 128 City Road, London, EC1V 2NX, United Kingdom
Email: info@purewhispers.com

The registered office is our legal company address and does not represent a retail store, customer collection point, warehouse, or fulfilment location.

Eligibility and Use of the Services

You must be legally capable of entering into a binding contract in your jurisdiction to place an order. If you are under the age of majority, you may use the Services only with the involvement and permission of a parent or legal guardian.

You agree to provide current, complete, and accurate information when placing an order or creating an account. You are responsible for maintaining the confidentiality of your account details and for activity carried out through your account.

You may use the Services only for lawful, personal, and non-commercial purposes. You must not misuse the website, interfere with its operation, attempt to gain unauthorised access, introduce malicious code, scrape content without permission, or use the Services in violation of applicable law.

Products and Natural Variations

All products listed on our website are subject to availability. We may update, discontinue, limit, or modify products at any time.

We make reasonable efforts to display product colours, dimensions, materials, and details accurately. However, colours may appear differently depending on screen settings, lighting, and photography.

Many of our products contain natural stones. The exact item you receive may vary in colour, shape, size, pattern, inclusions, surface texture, translucency, internal markings, and other natural characteristics.

These natural variations make each piece unique and are not considered defects.

Product measurements and weights are approximate unless expressly stated otherwise.

Orders and Contract Formation

After you place an order, you will normally receive an order confirmation email. This email confirms that we have received your order but does not necessarily mean that the order has been accepted.

A contract for the purchase of products is formed when we accept your order and send confirmation that the order has entered fulfilment or has been shipped.

We reserve the right to refuse, limit, or cancel an order where reasonably necessary, including when:

• A product is unavailable;

• Payment cannot be authorised;

• Information provided with the order is incomplete or incorrect;

• An order appears duplicated, fraudulent, unauthorised, or intended for resale;

• There is an obvious pricing, product information, or technical error; or

• Accepting the order would violate applicable law or our policies.

If we cancel an order after payment has been collected, we will issue a refund to the original payment method.

Pricing and Payments

All prices are displayed in USD unless otherwise stated.

Shipping charges and any applicable taxes or duties handled by us will be displayed at checkout or explained in our Shipping Policy.

We reserve the right to update product prices, descriptions, availability, and promotions at any time before an order is accepted. Changes will not affect an order that has already been accepted, except where required by law or agreed with you.

Promotional offers, discount codes, and sale prices are subject to their stated conditions and availability. Promotions cannot be combined unless expressly stated otherwise.

Payments are processed securely through Shopify and other authorised third-party payment providers. PURE WHISPERS LTD does not directly store complete payment card details.

You are responsible for providing accurate billing information and for ensuring that you are authorised to use the selected payment method.

Shipping and Delivery

Orders are typically processed within 1–5 business days before shipment, excluding weekends and holidays.

Estimated delivery time is usually 6–12 business days after shipment. Delivery times may vary depending on the destination, carrier, customs processing, weather, seasonal volume, and other circumstances outside our reasonable control.

Our company is registered in the United Kingdom, but this does not mean that products are stored in or shipped from the United Kingdom. Orders may be dispatched from international fulfilment locations, including China, using our fulfilment and shipping partners.

Delivery dates are estimates and are not guaranteed. Nothing in these Terms limits any delivery rights available to you under applicable consumer law.

You are responsible for providing a complete and accurate shipping address. Please contact us as soon as possible if an address needs to be corrected. We cannot guarantee that an address can be changed after an order has entered fulfilment or shipping.

Risk of loss passes to you when the order is delivered to you or to a person identified by you to receive it, subject to applicable law.

For complete information, please review our Shipping Policy.

Returns, Refunds, and Cancellations

We accept returns within 30 days of delivery for eligible items that are unused, unworn, undamaged, and returned in their original condition and packaging.

Certain products may be excluded from return, including personalised or custom-made products, gift cards, final-sale items, and products subject to hygiene-related restrictions, as explained in our Return & Refund Policy and as permitted by applicable law.

Customers are responsible for return shipping costs unless the return is caused by our error, such as receiving a damaged, defective, or incorrect item, or unless applicable law requires otherwise.

Orders may be cancelled within 24 hours of purchase if they have not entered fulfilment, packing, or shipping. Once an order has entered fulfilment, packing, or shipping, we may no longer be able to cancel it before dispatch.

This 24-hour pre-shipment cancellation policy does not limit any mandatory cancellation or return rights available under applicable consumer law.

Consumers in the United Kingdom and certain other jurisdictions may have a statutory right to cancel eligible online purchases within 14 days after delivery without giving a reason, subject to legal exclusions. Our 30-day return policy may provide a longer return period for eligible products.

To request a return or cancellation, contact us before sending any product back. Unauthorised returns may not be accepted.

Approved refunds will normally be issued to the original payment method. Processing times may vary depending on the payment provider.

For complete eligibility requirements, exclusions, and instructions, please review our Return & Refund Policy.

Nothing in these Terms or our Return & Refund Policy limits your rights in relation to products that are faulty, damaged, not as described, or otherwise fail to meet mandatory consumer protection requirements.

Crystal Meanings and Product Descriptions

Our product descriptions and other website content may refer to crystal meanings, energy, intention, chakras, emotional themes, spiritual traditions, or symbolic associations.

These descriptions are provided for informational, decorative, cultural, and personal interpretation purposes only. They are not guarantees of any particular result and are not intended to diagnose, treat, cure, or prevent any disease or medical condition.

Our content should not be considered medical, psychological, legal, financial, or other professional advice. Individual experiences and interpretations may vary.

Product Care and Safety

Jewellery and natural stone products should be handled, worn, stored, and cleaned with appropriate care.

Unless a product description expressly states otherwise, avoid excessive force, impact, prolonged exposure to water, chemicals, perfumes, cosmetics, extreme temperatures, and unsuitable cleaning products.

We are not responsible for damage caused by misuse, improper care, accidents, unauthorised modification, excessive force, exposure to unsuitable substances, or normal wear over time.

Nothing in this section excludes responsibility for a product that was defective or did not meet applicable legal requirements when supplied.

Customer Reviews and Other Content

If you submit a review, photograph, comment, or other content through the Services, you confirm that you have the right to submit it and that it does not infringe the rights of another person or contain unlawful, misleading, abusive, or malicious material.

You grant PURE WHISPERS LTD a non-exclusive, worldwide, royalty-free licence to use, reproduce, display, and publish submitted content in connection with operating and promoting the Services, subject to applicable law and our Privacy Policy.

We may moderate or remove submitted content where reasonably necessary, including content that violates these Terms, infringes third-party rights, contains personal information, or is unrelated to the relevant product or service.

Intellectual Property

All content available through the Services, including product photographs, text, graphics, logos, branding, design elements, page layouts, videos, and written descriptions, is owned by PURE WHISPERS LTD or used with permission.

You may not copy, reproduce, distribute, modify, republish, sell, license, or commercially use this content without our prior written permission, except where permitted by law.

Pure Whispers is the trading and brand name used by PURE WHISPERS LTD.

Third-Party Services and Links

Our website may use or link to third-party services for payment processing, shipping, analytics, advertising, reviews, customer support, and other business operations.

Third-party services and websites are governed by their own terms and privacy policies. We are not responsible for third-party websites, services, content, availability, or security, except to the extent responsibility cannot legally be excluded.

The inclusion of a third-party link does not necessarily mean that we endorse that third party or its content.

Website Availability and Accuracy

We aim to keep the Services available and accurate, but we do not guarantee that the website will always be uninterrupted, error-free, secure, or available.

We may temporarily suspend, withdraw, restrict, or modify parts of the Services for maintenance, security, legal, technical, or operational reasons.

We may correct errors or inaccuracies in product information, pricing, availability, promotions, and other website content where reasonably necessary.

Limitation of Liability

Nothing in these Terms excludes or limits liability for:

• Death or personal injury caused by negligence;

• Fraud or fraudulent misrepresentation;

• Breach of mandatory consumer rights; or

• Any other liability that cannot legally be excluded or limited.

If you are a consumer, we are responsible for losses that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill. We are not responsible for losses that were not reasonably foreseeable when the contract was formed.

We are not liable for business losses, loss of profit, loss of revenue, loss of business opportunity, or interruption of business where products are purchased for personal and non-commercial use.

To the fullest extent permitted by applicable law, we are not liable for indirect, incidental, special, or consequential losses arising from misuse of the Services or products.

Events Outside Our Control

We are not responsible for delay or failure caused by circumstances outside our reasonable control, including carrier disruption, customs delays, severe weather, natural disasters, labour disputes, government action, public health emergencies, transportation interruptions, or failures of third-party networks and systems.

This section does not limit any mandatory rights you may have under applicable consumer law.

Governing Law and Disputes

These Terms and any contract between you and PURE WHISPERS LTD are governed by the laws of England and Wales.

If you are a consumer living outside England and Wales, you retain any mandatory consumer protections provided by the laws of your country or state of residence. Nothing in these Terms prevents you from bringing a claim in a court that has jurisdiction under applicable consumer law.

If a dispute arises, please contact us first at info@purewhispers.com so that we can attempt to resolve it directly.

Severability

If any provision of these Terms is found to be unlawful, invalid, or unenforceable, that provision will be enforced to the greatest extent permitted by law or removed where necessary. The remaining provisions will continue in effect.

No Waiver

If we do not immediately enforce a provision of these Terms, this does not mean that we waive our right to enforce it later.

Changes to These Terms

We may update these Terms from time to time to reflect changes to our Services, business practices, or legal obligations.

Updated Terms will take effect when posted on this page. Changes will not retroactively alter the terms that applied to an order already accepted unless required by law or agreed with you.

Contact Information

Questions regarding these Terms of Service may be sent to:

PURE WHISPERS LTD
Company No. 17456716
Registered in England and Wales
Registered office: 128 City Road, London, EC1V 2NX, United Kingdom
Email: info@purewhispers.com