Croxon Kitchen Refund/Exchange Policy
We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied or you otherwise wish to cancel your order, you may notify us within 5 working days and return any item in its original condition.
If the items listed on the dispatch note do not match those contained in your delivery, please notify us immediately by contacting our Customer Services Team on firstname.lastname@example.org (Monday - Friday 9am-5pm, excluding public holidays).
If you return items for reasons other than defects in the goods, or incomplete, or incorrect delivery, you will be required to arrange and pay for the return of the items to us at your own cost. Please note we can only accept items that have been unused and unopened. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel. If you require a refund we will refund the price paid by you for the goods (minus standard delivery charge) within fourteen (14) days of receiving your returned goods. Refunds will only be made against the original credit/debit card used. If you cancel your order but do not return such goods to us within 14 working days of notifying us of cancellation, we shall be entitled to withhold payment of any refund. Please Note: We will not provide a full refund if goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 28 days of our notification.
Please do not send a return to us without notifying us first. All returns MUST be sent via Royal Mail and to our PO Box address, else we can not except the return.
We can only offer a refund for orders not dispatched within our stated turnaround time. The website will always state our current turnaround on orders via our announcement bar (not including postal/delivery times) and therefore any order placed is agreeing to these wait times at time of order.
We cannot accept returns on sale/whoopsie items.
If the goods you receive are damaged or faulty in any way we will be happy to exchange the items or offer you a full refund or partial refund.
For any postal damages you must notify us within 48 hours of receiving your parcel by contacting our Customer Services Team on email@example.com (Monday - Friday 9am-5pm, excluding public holidays). For any products that are found to be faulty/non satisfactory after use must be notified to us via email within 30 days of receiving your order.
To ensure prompt resolution, please provide the order number and photo evidence and keep the box, packing materials and the damaged items for inspection.
This policy is only applicable to purchases made directly via our website, where you hold the order number with proof of shipping direct to yourselves; we are unable to process returns, and be liable for damages, for purchases received from/posted from our retail outlets or ambassador team.
Due to the handmade nature of our products, there may be minor flaws and imperfections. Please note that no two handmade items are exactly alike. Variations in colour, shading, texture, shape and grain are inherent in a handmade item.
The Returns Process
To return your order:
Email us at firstname.lastname@example.org with your order details including your name, email, order number, date of purchase, items being returned and reason for doing so.
All returns MUST be returned via Royal Mail and to our PO address. We can not accept returns via other couriers.
Please note that a full refund will not be provided for returned goods that show signs of unreasonable use. Goods must be returned to us at our headquarters within 14 working days of delivery to you or you notifying us of cancellation. Please ensure that the returned parcel is properly sealed and appropriately packaged to ensure the safe arrival of your return.
However you return your parcel, please retain your proof of postage in order to provide proof to us that you have returned the goods in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit, so we would recommend sending the goods with tracked service.
We will provide you with our return address once we have accepted your return via email notification.
Personalised items are non-refundable.
If you have any questions about returns, please contact us on email@example.com. If you ordered directly from one of our ambassadors (order not placed yourself directly via the Croxon Kitchen website) please contact your ambassador for return/refund arrangements.
We cannot take responsibility for incorrect delivery addresses entered at the checkout. Any loss caused by incorrect addresses, financial or otherwise, will be your responsibility, unless the negligence is ours.
Orders are delivered by Royal Mail or APC Courier within the UK, and are subject to the terms and conditions of these third parties. We may also use Hermes Courier/DPD for international services.