Last Updated: July 2025
Crystle Limited General Terms and Conditions of Sale
These terms and conditions apply to any storage, sale or similar services provided by us, Crystle Limited (“we” or “us”) to you, the customer or client (“you”).

  1. General Applicability
    1. Our General Terms and Conditions of Sale (“GTC”) apply to all sales of wines and any other goods by us Crystle Limited to you the customer. These terms will apply to all orders you place with us either by telephone, the Crystle Wines website, email or in person.
    2. Notwithstanding any conflicting, contrary or additional terms and conditions in any purchase order or other communication from the Buyer. No such conflicting, contrary or additional terms and conditions shall be deemed accepted by Crystle Limited unless and until Crystle Limited has expressly confirmed its acceptance in writing.
    3. Crystle Limited reserves the right, at its sole discretion, to revise these General Terms and Conditions of Sale at any time.
    4. All contracts are subject to English Law and jurisdiction.
    5. Title to all wines/ goods shall remain with Crystle Limited until all sums due from the buyer are paid in full.
  2. Contract – Purchase Order, Offers and Order Confirmations
    1. All wines offered subject to market movement and remaining unsold / being subject to availability.
    2. Your order we will be deemed accepted and a binding agreement will come into place between us on receipt of our invoice or deducting the pre-authorised amount from your payment method. Please note that an acknowledgement of your order with us by telephone, email or by our website does not constitute acceptance of your order.
    3. Once your order has been accepted this will form the contract of sale which is bound by our General Terms and Conditions of Sale.
    4. All purchase orders issued by the customer shall specify the type and quantity of wines/ goods, unit prices, delivery place and requested delivery dates. Purchase orders shall not be binding on Crystle Limited until confirmed by Crystle Limited in writing.
    5. Please note that the contract between us is conditional on the wines or goods being available for sale to you and coming into our possession and we will be entitled to decline any order at any time up to acceptance in the event that we are unable to secure the wines on your behalf.
    6. In order to purchase wines from Crystle Ltd you must be at least 18 years old or you must have reached the required age in your country of origin for the purchase of alcohol. Please note any alcohol deliveries to the general public in the UK will require an adult to be present to receive the delivery/ order.
  3. Terms of Payment & Pending Payment
    1. Upon receipt of our invoice your order is considered accepted but we reserve the right to withhold your delivery or refuse collection of your wines or goods until the invoice is settled in full.
    2. Unless an account facility is held, payment will be due immediately on receipt of invoice.
    3. Payment may be made by bank transfer and all the major credit and debit cards (please allow 5 working days for credit cards to clear). Until all sums due to us have been paid we shall be entitled to retain possession of any goods to which you would otherwise be entitled. If any payment is overdue, we shall be entitled to suspend any scheduled deliveries and or collections.
    4. Crystle Ltd shall be entitled to sell any wines or goods which it is holding or storing on behalf of a customer to discharge outstanding invoices (whether on account of cancellation fees or otherwise)
    5. Prices for wines and goods shall be detailed in Crystle Limited’s order confirmation and or invoice. All prices are exclusive of taxes at the prevailing rate, impositions and other charges, including, but not limited to, sales, use, excise, value added and similar taxes or charges imposed by any government authority.
    6. Unless otherwise stated in the Crystle Limited order confirmation or invoice, payment for goods shall be made ex-works (EXW) without offset or deduction.
    7. Crystle Ltd may at its sole discretion at any time change any agreed payment terms without notice by requiring payment in advance or bank guarantee.
    8. We reserve the right to withhold any wines you have ordered for non-payment of any invoice (and for the avoidance of doubt this may include an invoice for other wines or services). We may refuse to release any wines to you until such time as you have made payment for your order in full.
    9. We will retain title in all wines sold by us until all sums due or to become due to us from you in respect of your order have been paid in full. This includes wines held on your behalf in our storage facility duty paid or in bond and we reserve the right to take possession and sell wines held with us in storage in order to settle any debt you have with us.
    10. Title to goods delivered shall remain the property of Crystle Limited and shall not pass to the Buyer until the goods have been paid for in full. If the Buyer fails to pay any invoice within 30 calendar days of the invoice date, Crystle Limited reserves the right to retake the goods/ wines covered by the invoice and re-offer for sale.
    11. In the event that any outstanding invoice amount is still due after 30 calendar days from you to us then you agree that we will have the right to purchase any of your wines which are held by us at 80% of the current market value determined by Crystle Limited. We will then be free to sell or otherwise deal with these goods/ wines as we see fit.
    12. In order to exercise our right to purchase wines we hold for you to satisfy your liabilities to us we will send written notice to your last known invoice address of our intention to purchase the wines. Seven days after sending such notice we will be entitled to take ownership and possession of your wines / goods which are held by us, referred to is clause 3.11.
    13. Market value (referred to in clause 3.11) will be assessed based on our list prices or by making reasonable enquiries and will be assessed on the date which falls 7 days after the notice referred to in clause 3.12.
    14. We will deduct the credit amount off against any sums you owe to us (including any interest owed). After we have credited you with the credit amount, we will hold title to the relevant wines and we will be free to dispose of those wines at our discretion and we will not be required to account to you for any further sums received by us for those wines. If any balance remains outstanding owing to us after we have purchased the wines and credited the amount to you then the balance shall remain payable by you. After we have purchased wines, you will remain liable for any amount that remains outstanding and interest will continue to force at the rate of 5% above the base rate of the Bank of England applicable for the given period.
    15. We reserve the right to forward any associated credit card charges to you for your order at the prevailing rate which can be found on stripe.com. Please note certain payment methods/ cards will not be accepted, this will be highlighted during website checkout or can be checked on the above Stripe website.
    16. In the unlikely event our online payment processing platform Stripe identifies your payment as suspicious or fraudulent this will be classified as a non-payment. We would recommend an alternative payment method is used in this instance. At this point the customer may decide to open investigations with their bank/ credit card supplier but Crystle Limited will not be held liable for any delays or missed purchasing opportunities while the issue is resolved.
  4. Delivery, Collection & Storage
    1. Unless expressly stated otherwise by us, all deliveries of goods shall be ex-works in accordance with Incoterms 2020. The risk of loss or damage to goods shall pass to the Buyer in accordance with the agreed delivery term.
    2. The delivery dates of goods shall be those agreed between the customer and Crystle Limited in writing either via email, website confirmations or our standard delivery timescales. If Crystle Limited fails to deliver goods within 14 calendar days of the agreed delivery date, the Buyer may cancel the order in whole or in part by providing written notice of termination to Crystle Limited within 7 calendar days of the expiration Crystle Limited’s liability is limited to those set out in clause 8 below.
    3. Crystle Limited reserves the right to make delivery in instalments as and where necessary to full fill its obligation.
    4. When purchasing wines from us there is a storage option available at an additional cost, your wines can be stored Duty Paid (DP) or In-Bond (IB) please advise us at point of sale if storage is required.
    5. Where you decide for us to store your wines our storage terms will apply. Please note that when we store wine on your behalf, we will assign the wine you have purchased to your name but the wines will remain in our custody, this is standard industry procedure.
    6. If wines purchased are not collected or delivered and you have not opted for us to store the wines on your behalf within three months of the date on which we issued an invoice for the wines to you then we will assume that storage is required and our storage terms will apply. We will be entitled to back date the reasonable storage and administration charge to when the invoice was issued, this will be at our standard rates.
    7. Please note that if you fail to pay our storage and administration charges then our right to sell the wines as set out in our storage terms will apply.
    8. Our Storage terms and Conditions are available upon written request.
    9. At your request and as your agent we may arrange delivery of your wines but we cannot be held liable or responsible for any failure on the part of the selected carriers.
    10. Crystle Limited transport insurance cover is provided on an” All-risks” insurance basis which will include cover for accidental damage, accidental loss and theft, subject to clause / section 10.1 Force Majeure. This only covers a single journey from us “Crystle” to your delivery address. Please note if transport insurance is not detailed on your invoice, you will not be covered and Crystle Limited will take no responsibly for damage, loss or theft during transport. Insurance values will be based on wine / goods value only and certain contingencies such as ullage or natural loss of contents are excluded. The Customer must retain breakages and accompanying packaging for examination by Crystle Ltd or its agent. Full details of this insurance policy can be provided upon written request.
    11. Unless otherwise stated all deliveries regardless of value will be delivered un-refrigerated.
    12. Where free delivery is offered, this is limited to the following business days & hours; Monday to Friday 9am to 5pm, excluding public holidays and weekends.
    13. False or dishonest failed delivery reports will be taken very seriously and reported to the Police immediately.
    14. Free UK Mainland delivery on all orders over £200 excludes the VAT value
    15. Hot Weather Transport Disclaimer: We advise all clients to carefully consider weather conditions, particularly during periods of high heat, before proceeding with the shipment of wines. While we take all reasonable precautions to protect items in transit, extreme temperatures can adversely affect certain products. Clients are strongly encouraged to delay shipment until cooler conditions prevail to minimize risk. By choosing to proceed with transport during hot weather, the client accepts full responsibility for any heat-related damage or degradation. Please note that insurance coverage does not extend to damages resulting from temperature exposure when shipment occurs against our advice. We disclaim liability for any loss, damage, seepage or deterioration due to high temperatures once the goods have been dispatched.
  5. Importation
    1. For our overseas customers please ensure you familiarise yourself with the relevant import rules for shipping alcohol into your country. Where possible Crystle Ltd can assist with this but we cannot be held responsible if your delivery is refused entry and returned to the UK. Please note any associated failed delivery and return costs including payment fees for your delivery/order from and back to the Uk will be the responsibility of the buyer / customer.
    2. Countries outside of the United Kingdom have varying importation rules so it is therefore the responsibility of the Buyer to ensure that all due import licenses (where applicable) are in place before shipment of the goods and that all sales taxes and import duties are paid on arrival or as otherwise agreed between the Buyer and or his Agent and the relevant authorities in the destination country.
  6. Acceptance of goods / Wines
    1. All goods / wines purchased from Crystle Limited must be examined on arrival within 48 hours by the receiving party, regardless of whether this is the Buyer, Consolidator or Agent, and any discrepancies/ defect or damage must be marked on the delivery note as well as being notified separately in writing to Crystle Limited within five calendar days after delivery of the goods, once this time lapses the Buyer/ customer is deemed to have accepted the goods / wines.
    2. Where you have decided to store your wines / goods with us you agree that you are entitled to attend the storage facility in person or through an agent/ 3rdparty in order to inspect the wines. We strongly recommend that you inspect the wines within 5 days of collection, delivery or release to you and you agree to notify us immediately of any defect, damage or shortfall in relation to your order.
    3. Where your goods / wines remain un-delivered 2 days after the advised delivery date the customer / buyer must notify Crystle Limited in writing immediately.
    4. Irreversible inspection methods such as cutting or removing capsules for cork inspection needs to be agreed in writing with Crystle Ltd in advance and we regret to inform that we are unable to accept the return of bottles where this prior agreement was not in place.
  7. Warranty and condition of wines/ goods
    1. We endeavour to ensure that all wines offered strictly adhere to standards acceptable for their age and provenance. With rare exceptions capsules and labels should be in good condition, and that ullage descriptions should conform to base neck or better. In the case of older wines, the colour should be deemed acceptable. Therefore, we do not guarantee taste or drinkability of wines purchased as drinkability and taste are subject to opinion.
    2. With respect to older or high-value wines/ goods we will make reasonable efforts to verify the provenance of such wines but we cannot guarantee the authenticity or quality of the wine. Older products may age and mature in different ways which may not be to all tastes, and some wines may deteriorate in quality. Opinions as to authenticity and provenance will vary and, in many cases, even following scientific testing, detailed analysis and research it is not possible to establish the authenticity or provenance of a given wine.
    3. We regret that given the nature of the wines we offer we do not provide refunds for corked wines, oxidised wines, prematurely oxidised wines or wines tainted by any bacterial fault.
    4. Where wines are not (in our opinion) in perfect condition then the wines will be sold at a discount and we will supply a condition report together with photographs and such other information as may be available to us and it will be your decision whether or not to proceed with the purchase based on this information.
    5. Where you have purchased wines from us then you accept that these wines may be subject to defects, imperfections, shortages, damage and normal wear and tear. You accept that wines will be in the condition to be expected taking into account their age, provenance and nature or where we have notified you of any such condition or defect.
    6. We will not be held liable for minor or inconsequential defects or imperfections.
    7. We provide provenance information on request which is directly obtained via our supplier however we are unable to research, test or verify this information. As a consequence, we are unable to warrant any such information.
    8. We make every effort to ensure the proper storage and transportation wines/ goods in our possession but we cannot be held responsible for the condition of wines / goods or whether they show any attributes which differ from your expectations. We are not a direct importer and therefore cannot guarantee against defects in the wine / goods due to but not limited to imperfect bottling (corking) or irregular ageing that compromises the wine quality itself, irrespective of the price.
  8. Limitation of Liability
    1. Any recovery from the buyer for any claim shall not exceed the invoiced value for the wines / goods irrespective of the nature of the claim, whether in contract, tort, warranty or otherwise. The Buyers recovery from us will only apply when goods are returned to Crystle Limited in their original condition. Our liability will also be limited as set out in clause 7 above.
    2. We will not be liable for, but not limited to any indirect, special, incidental, consequential or punitive losses or damages including lost bargain, loss of profit, injury to reputation or loss of customers, loss of anticipated savings, business interruption costs and re-procurement costs.
    3. We will not be liable to you or to any other 3rdparty following the onward sale of wines / goods by you.
  9. Good Faith
    1. Goods purchased by Crystle Limited are from selected and well-known suppliers and merchants. On arrival they are always rigorously inspected. However, in the rare event that there is a complaint regarding the authenticity or suspected counterfeiting of wines / goods purchased, this must be reported immediately, providing clear evidence of the reason for the claim, and in all cases, the bottle must be unopened and in its original condition. Any claims arising from the opening or mishandling of the wine shall not be considered.
  10. Force Majeure
    1. We will not be held accountable for any delay or failure in performance if caused by any occurrence or eventuality beyond our reasonable control, including, but not limited to, acts of God, acts of war, fire, insurrection, strikes, lockouts or other serious labour disputes, riots, earthquakes, floods, explosions or other acts of nature. The obligations and rights of Crystle Limited shall be extended on a day-to-day basis for the time period equal to the period of such understandable interruption. When such events have subsided, the parties’ respective responsibilities shall resume. In the event the interruption of Crystle Limited’s obligations continues for a period in excess of 1 calendar month, either party shall have the right to terminate the relevant contract or contracts of sale, without liability, subject to written notice to the other party providing 1 calendar months’ notice.
  11. Post shipment cancellations, Refunds & Returns
    1. You may cancel your order at anytime by contacting us in writing within 7 calendar days of delivery/ collection. Please state the name on the order, order number, address, email address, phone number and details of your order you wish to cancel. Once received we will confirm your cancellation in writing. To meet the cancellation deadline, it is important for you to send your communication regarding your intension to cancel before the cancellation period has expired. Please note if you request a return on someone else’s behalf, we require their written approval.
    2. If your cancellation is accepted and payment has been made in advance by you, we will refund the product cost only, any other associated charges such as delivery, credit card fees and insurance will not be refunded.
    3. Once your cancellation has been accepted it is the buyer’s responsibility to return the products back to Crystle Ltd in there original packaging within 14 days. Our returns address will be confirmed in our cancellation confirmation email.
    4. Return shipping charges, insurance, import/ export related fees and taxes for overseas buyers are the responsibility of the buyer. Crystle Ltd can assist with arranging collection of the return products if required and this will be charged in line with our standard shipping rates.
    5. Once the return goods are received by us in the original packaging, they will be inspected to ensure they are in the original condition and fit for re-sale. If the goods are not in a resalable condition they will be returned to the customer. Please note the customer is responsible for the re-return costs.
    6. We aim to refund approved returned orders within 14 days, but in any event with 30 days. We will make the reimbursement using the same means of payment as you used for the initial transaction.
    7. Where full / solid cases of wine have been purchased these need to be returned in their entirety not with bottles missing.
    8. Wines must be returned unopened and in their original condition. It is your responsibility to keep the wines safe until the return is made. While the wines for return are in your possession they should be kept in a cool environment around 11-14˚c to ensure the wine does not oxidise which becomes apparent when the wine loses the deep colour.
  12. Non-payment or pre-shipment cancellation
    1. Should a breach of contract occur such as non-payment or cancellation of orders/ invoices by the Buyer / customer, we reserve the right to charge the Buyer for all costs incurred including overdraft charges, loss of profit, incurred shipping, payment fees and insurance costs and interest (2% per month to cover aborted operational costs). Should we hold funds on account for any such Buyer/ customer against which goods have not been supplied, we reserve the right to liquidate any such stocks in order to retrieve costs. All such costs are calculated at our discretion and details may be requested in writing at any time.
  13. General and Miscellaneous
    1. We reserve the right to modify these General Terms and Conditions of Sale at any time. Any changes which take effect will be posted on our website. It is the responsibility of the buyer/ customer to read the General Terms and Conditions of Sale on each occasion the website is used or when products are ordered directly either via email or telephone. Your use of our website along with direct orders via telephone and email or when you store wines with us shall signify your acceptance to be bound by our latest General Terms and Conditions of Sale.
    2. Where any provision from our General Terms and Conditions of Sale is held by a court or other recognised authority results to be invalid or unenforceable in whole or in part the legitimacy of the other provisions of these General Terms and Conditions of Sale and the remainder of the provision referred to will not be affected.
    3. We will not be held liable for any failure to meet our obligations or responsibilities of which may arise from circumstances beyond our reasonable control.
    4. These General Terms and Conditions of Sale are governed by the laws of England and Wales and you agree to the exclusive overriding jurisdiction of the courts in England and Wales.
    5. Where we have stated Crystle Limited required notice in writing this is via email at sales@crystle.co.ukplease note Crystle Limited need to confirm receipt of this notice for it to be valid and no other forms of notification will be accepted.
    6. Our Privacy policy can be found on our website https://www.crystle.co.uk/privacy-policy/
    7. This Contract does not infringe your legal rights under the Consumer Rights Act 2015
  14. Additional Assistance
    1. If you have any questions or concerns regarding our General Terms and Conditions, please find our contact details in the page footer below.