Refund policy

RETURN & REFUND POLICY
Last updated: 02 January 2026

This Return & Refund Policy applies to purchases made from Crownd (“we”, “us”, “our”) via crownd.co.uk.

1) Contact us before returning anything

Please contact us before returning any item so we can provide instructions and, where applicable, a return address and authorisation.

If you return items without contacting us first, the return may remain your responsibility, including any risk of loss/damage in transit and any additional costs.

2) Your legal right to cancel (UK distance sales)

If you are a UK consumer buying online, you usually have the right to cancel your order within 14 days of receiving your goods (the “cooling-off period”), for any reason. GOV.UK+1

  • To cancel, email us at support@crownd.co.ukwithin 14 days of delivery.

  • After you cancel, you must return the goods within 14 days. Business Companion

  • Return postage: for change-of-mind returns, you are responsible for return shipping costs unless we state otherwise. If we did not properly tell you this before purchase, we may have to cover those costs. Business Companion+1

  • We may withhold the refund until we receive the goods back (or you provide evidence you’ve sent them). GOV.UK

Condition of returned items (change of mind): Items must be returned unused, with tags/packaging where relevant, and in a resaleable condition. You can inspect items as you would in a shop, but you may be responsible for any reduced value caused by handling beyond that. GOV.UK

3) Exclusions from the right to cancel (custom / hygiene)

The 14-day right to cancel does not apply to certain items, including:

  • Goods made to your specifications or clearly personalised; and

  • Sealed goods that were unsealed after delivery and are not suitable for return due to health protection or hygiene reasons. EUR-Lex

If your order is made-to-order, printed to order, personalised, or otherwise produced specifically for you, we may not be able to accept a change-of-mind return.

4) Faulty, damaged, or not as described (your statutory rights)

Nothing in this policy affects your rights under the Consumer Rights Act 2015. If goods are faulty, not as described, or not fit for purpose, you may be entitled to a repair/replacement/refund (including a short-term right to reject within 30 days in many cases). GOV.UK+2House of Commons Library+2

If something is wrong, contact support@crownd.co.uk with:

  • your order number,

  • photos of the issue, and

  • a short description.

Where the issue is confirmed to be our error or a manufacturing defect, we’ll cover reasonable costs and arrange a suitable remedy.

5) Misprints / damaged / defective items (claims window)

Any claims for misprinted, damaged, or defective items must be submitted within 30 days of receiving the product.

6) Lost in transit (claims window)

For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date.

If the claim is confirmed as an error on our part, it will be covered at our expense.

7) Wrong size (exchange)

If you want an exchange due to ordering the wrong size, you are responsible for:

  • the cost of returning the original item, and

  • the shipping cost to send the replacement size to you.

(Items must be in a suitable condition for exchange — unused, with tags/packaging where relevant.)

8) Wrong / insufficient address

If you provide an address that is considered insufficient by the courier and the shipment is returned, you will be liable for reshipment costs once we confirm an updated address with you.

9) Refunds (how and when)

Approved refunds are issued to the original payment method (where possible).
For cancelled (change-of-mind) orders that are eligible, refunds are generally processed within 14 days of receiving the returned goods (or evidence of return), in line with distance-selling rules. GOV.UK+1

10) EU consumers (if applicable)

If you are an EU consumer, similar withdrawal rules apply under EU consumer law, including exceptions for personalised goods and certain hygiene-sealed goods. EUR-Lex

11) Governing law

This Policy is governed by the laws of England and Wales.