Penta Strand Terms of Service

These Terms of Service apply to purchases made from Penta Strand through our website, social media channels, or any other official sales channel operated by us.

By placing an order, you confirm that you have read, understood, and agreed to these terms. Nothing in these terms affects your statutory rights.

1. About Penta Strand

Penta Strand creates personalised crystal accessories inspired by the Five Elements: Wood, Fire, Earth, Metal, and Water.

Our products include personalised crystal bracelets and personalised crystal pet collars.

Our products are designed for self-expression, everyday styling, gifting, pet accessories, and a sense of daily ritual. Any references to the Five Elements, crystals, colours, or meanings are symbolic and design-led only. We do not claim that our products diagnose, treat, cure, prevent, or improve any medical, physical, mental, pet health, spiritual, financial, or life outcome.

2. Products and Customisation

At present, all Penta Strand products are personalised or made to order.

Our products may include, but are not limited to:

• personalised crystal bracelets;
• Five Elements-inspired crystal bracelets;
• crystal accessories designed according to wrist size, colour preference, element choice, meaning, or personal style;
• personalised crystal pet collars;
• pet accessories designed according to pet neck size, colour preference, element choice, meaning, or wearing needs.

A product is considered personalised or made to order if it is created, assembled, adjusted, or selected according to your chosen size, colours, Five Elements theme, crystal combination, accessories, pet details, or other customisation information.

3. Natural Crystal Variations

All crystals used by Penta Strand are natural materials. Each crystal may vary in colour, texture, crystal formation, clarity, transparency, internal fractures, cloudiness, inclusions, mineral marks, and other natural features.

As a result, the item you receive may differ slightly from display samples or product photos. These natural variations are normal characteristics of natural crystals and are not considered faults.

Natural crystals cannot be completely identical. Each piece is unique. If you are concerned about natural differences, please consider carefully before placing an order.

We do our best to show product colours accurately. However, slight colour differences may occur due to lighting, camera angle, photography conditions, and different screen displays. Minor colour differences are not considered faults.

4. Orders

Please check your order details carefully before placing your order, including:

• product type;
• wrist size or pet neck size;
• Five Elements choice;
• crystal colour or style preference;
• accessory choice;
• shipping address;
• email address;
• any other customisation information you provide.

After you place an order, we will send an order confirmation by email. This confirmation does not necessarily mean that we have accepted your order.

We may refuse or cancel an order if there is a pricing error, stock issue, material shortage, payment issue, suspected fraud, or if the requested customisation is inappropriate, unlawful, unsafe, or not possible to make. Where applicable, we will issue a refund.

5. Prices and Payment

Prices are shown in [GBP / EUR / USD] unless stated otherwise.

The total price, including applicable taxes and shipping charges, will be shown before checkout. Payment must be received in full before we begin processing your order.

If you order from outside the United Kingdom, you may be responsible for import duties, customs charges, local taxes, or handling fees charged by your country. These charges are not controlled by Penta Strand and are not included unless clearly stated at checkout.

6. Production Time

All personalised and made-to-order items require production time before dispatch. Estimated production and delivery times are shown on the product page or at checkout.

We will do our best to meet estimated timelines, but delays may happen due to material availability, busy periods, customs, courier issues, or events outside our reasonable control.

If a significant delay occurs, we will contact you as soon as reasonably possible.

7. Changes and Cancellations

Please contact us as soon as possible if you need to change or cancel an order.

Because all products are personalised or made to order, we are usually unable to change or cancel an order once we have started designing, selecting materials, assembling, making, or allocating materials for your order.

Under UK and EU consumer rules, goods made to a consumer’s specifications or clearly personalised are usually excluded from the standard cooling-off cancellation right, unless the item is faulty, not as described, or incorrectly supplied.

8. Returns and Exchanges

At present, all Penta Strand products are personalised or made to order. For this reason, we do not accept returns, exchanges, or refunds for non-faulty items.

The following are usually not considered faults:

• changing your mind after placing an order;
• no longer wanting the item;
• providing an incorrect wrist size, pet neck size, or other measurement;
• the selected colour, element, style, or overall design not matching personal expectations;
• natural variations in crystal colour, texture, formation, clarity, transparency, internal fractures, cloudiness, inclusions, or mineral marks;
• slight colour differences caused by lighting, camera angle, photography conditions, or screen display;
• wear or damage caused by use, pulling, impact, water exposure, chemicals, or improper care.

This does not affect your statutory rights if the item is faulty, damaged on arrival, incorrectly supplied, or clearly does not match your order customisation.

9. Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged, incorrect, or clearly different from your order customisation, please contact us within 14 days of delivery and provide:

• your order number;
• a clear description of the issue;
• clear photos of the item, packaging, and delivery label, where applicable.

If the issue is confirmed, we may offer one or more of the following, depending on the situation and your statutory rights:

• repair;
• replacement;
• remake;
• refund;
• partial refund.

We may ask you to return the item before a refund, replacement, repair, or remake is issued. If the issue was caused by us, we will cover reasonable return shipping costs.

10. Sizing

Bracelet sizing depends on wrist measurement, bead size, preferred fit, and product structure. Pet crystal collar sizing depends on pet neck measurement, fit, safety space, and collar structure.

Please follow our size guide carefully before placing an order.

If an item does not fit because the customer provided an incorrect measurement or inaccurate size information, this is usually not eligible for a refund or free replacement. Where possible, we may offer resizing for an additional fee plus shipping costs.

Pet collars are wearable accessories. Please make sure the size is suitable and monitor your pet while wearing the collar. We do not recommend leaving pets unattended, sleeping, exercising heavily, bathing, or staying in complex outdoor environments while wearing the collar.

11. Materials, Care, and Safety

Our products may include natural crystals, natural stones, metal accessories, elastic cord, thread, clasps, charms, and other jewellery components.

Please read product descriptions carefully before purchasing. If you or your pet has sensitivities or allergies to metals, cords, or other materials, please contact us before placing an order.

To help preserve your item, please avoid:

• showering, swimming, or sleeping while wearing it;
• contact with perfume, lotions, oils, cleaning products, or chemicals;
• pulling, overstretching, impact, or dropping;
• storing the item in damp conditions or direct sunlight.

Pet crystal collars are decorative pet accessories only. They should not replace a lead, training collar, safety collar, or veterinary advice. Do not allow pets to chew, swallow, pull, or bite the collar or its components. If you notice looseness, breakage, or detached parts, stop using the item immediately.

12. Delivery

We deliver to the locations shown at checkout.

Delivery times are estimates only. Once an order has been dispatched, delivery is handled by the courier or postal provider.

Please ensure your shipping address is complete and accurate. We are not responsible for delays or losses caused by incorrect or incomplete addresses provided by the customer.

If your parcel appears lost or delayed, contact us and we will help investigate with the courier.

13. Promotions and Discounts

Promotions, discounts, and gift cards may be subject to additional terms.

Discount codes cannot usually be applied retrospectively after an order has been placed. Promotions may be changed, paused, or withdrawn at any time unless prohibited by law.

14. Intellectual Property

All Penta Strand designs, product names, photography, text, graphics, branding, and website content belong to Penta Strand or our licensors.

You may not copy, reproduce, resell, or use our content or designs for commercial purposes without written permission.

15. Customer Content

If you tag us, send us photos, reviews, or other content, you give us permission to repost or share that content for marketing purposes, unless you tell us otherwise.

We will not sell your personal images or personal data. Use of personal data is covered by our Privacy Policy.

16. Limitation of Liability

We are responsible for foreseeable loss or damage caused by our breach of these terms or failure to use reasonable care and skill.

We are not responsible for:

• indirect or unforeseeable losses;
• business losses;
• loss caused by misuse of the product;
• loss caused by pets chewing, swallowing, pulling, damaging, or wearing the item unattended;
• delays caused by couriers, customs, or events outside our reasonable control.

Nothing in these terms limits liability where it would be unlawful to do so.

17. Privacy

We process personal information in accordance with our Privacy Policy.

Please read our Privacy Policy for details on how we collect, use, store, and protect your personal data.

18. Governing Law

These terms are governed by the laws of England and Wales, unless mandatory consumer protection laws in your country or region provide otherwise.

If you are a consumer in the UK or EU, you may also have rights under the consumer protection laws that apply in your country of residence.

19. Contact

For questions, order changes, returns, or support, contact us at:

Email: support@pentastrand.gmail.com
Business name: Penta Strand
Business address: 2 New Lion Wy., Elephant Park, London SE17 1GS