Returns, Cancellations & Refunds

Crest & Well · Effective date: October 30, 2026

Our 14-day return window

Notify us that you wish to return an eligible item within 14 calendar days after delivery. Email sac@crestwellcollection.shop with the order number, the item and the outcome you would like. No reason is required for a change-of-mind return. For one order delivered in separate parts, any longer statutory period measured from the last delivery applies where required.

This commercial window does not shorten a statutory cancellation period, product guarantee, remedy for faulty or misdescribed goods, or other mandatory protection. This revision does not reduce rights attached to an earlier purchase.

Condition of change-of-mind returns

Return the item complete, with the components supplied with it, without wear, alteration or damage beyond reasonable inspection. You may inspect it as you would in a shop. Use the original packaging if available, or equally protective packaging. Lack of original outer packaging does not by itself remove statutory rights.

A reduction for handling beyond reasonable inspection applies only where lawful, supported by actual loss in value and explained to you. We impose no automatic restocking or payment-dispute fee. A sale price alone does not remove return or defect rights.

How to send a return

1. Send a clear return or cancellation notice within the applicable period. A return-authorization number is not required to give a valid statutory cancellation notice.
2. We will provide the correct destination and instructions. Our Florida correspondence address and Wyoming registered office are not designated return warehouses.
3. For an ordinary change-of-mind return, post the goods within 14 calendar days after notifying us and keep reasonable proof of posting. Our delay in providing instructions will not cause you to lose an otherwise timely return right.

For change-of-mind returns, you bear the direct return-postage cost unless we offered to pay or the law requires us to do so. We will identify the destination and route before you post. Any international-return or material cost information legally required before purchase must be provided before the order is placed. You do not bear costs that should have been disclosed but were not. We cover reasonable necessary return or collection costs for faulty, incorrect or misdescribed goods, our fulfillment errors and other cases required by law.

Faulty, damaged, incorrect or incomplete items

Contact sac@crestwellcollection.shop with the order number and a description as soon as reasonably possible. Available photographs can help. An unboxing video, original outer packaging or reporting within an arbitrary 24- or 48-hour period is not a universal condition of a legal remedy. The 14-day change-of-mind window does not limit a valid defect claim. The appropriate repair, replacement, price reduction or refund depends on the circumstances and applicable law.

Exceptions, sets and exchanges

An exception for a genuinely personalized item, or a sealed item unsuitable for return for health or hygiene reasons after unsealing, applies only where lawful and clearly disclosed before purchase. Jewelry or earrings are not automatically excluded by category. Mandatory remedies for faulty or misdescribed goods remain available.

For sets, include the components being returned. A partial refund is based on the amount actually paid and the disclosed allocation of the offer, subject to law. We do not retrospectively add an undisclosed penalty to pieces you keep. Exchanges depend on availability and do not replace a refund you are legally entitled to receive.

Cancellation before dispatch

Email us as soon as possible to cancel or correct an order. If it has not been handed to the carrier, we will cancel and refund it. If it is already in transit, we will explain the return and refund route. Fulfillment status does not extinguish statutory cancellation rights, and a valid notice is not ineffective merely because we have not replied.

Refund amount, method and timing

Refunds go to the original payment method. For an ordinary commercial return, we initiate the refund without undue delay and no later than 14 calendar days after receiving the returned goods. For statutory distance-sale cancellation, we refund within the applicable legal deadline, including within 14 calendar days of the cancellation notice where required; withholding until receipt of the goods or adequate evidence of posting is used only where lawful. An earlier legal deadline takes priority.

For a commercial change-of-mind return, the original delivery charge is refunded where the law or the offer requires it. An applicable UK or EU withdrawal of the whole order includes the standard outbound delivery cost; a voluntary upgrade above standard delivery need not be refunded where lawful. Required delivery and return costs are covered for our error or a qualifying faulty item. Store credit is not compulsory when you are owed a refund.

Payment-provider processing and bank posting are separate from our initiation of the refund. We will supply available confirmation and help trace a missing credit. Bank processing does not give us an indefinite extension to issue a refund.

Mandatory local rights

• UK and EU/EEA, where applicable: distance-sale withdrawal generally provides 14 calendar days after receipt to give notice, then a further 14 calendar days to send the goods back, subject to lawful exceptions. A clear statement is sufficient.
• Brazil, where applicable: statutory seven-calendar-day distance-sale withdrawal, required reimbursement and return-cost rules remain available. Our commercial window does not reduce those protections.
• Australia, where applicable: mandatory consumer guarantees and remedies for qualifying product failures continue beyond the commercial return window.
• Other locations: mandatory state, provincial or national protections that provide additional rights prevail.

Optional cancellation notice: email sac@crestwellcollection.shop saying that you cancel the contract, identifying the goods and order number, the order/receipt dates, your name and address, and the date of your notice. A specific form or a reason is not required.

Payment disputes and delivery after a refund

If a bank dispute is open, tell us so that any refund can be coordinated through the appropriate provider process and the same amount is not credited twice. We do not make withdrawal of a legitimate dispute a condition of assistance or ask you to miss a bank deadline.

If goods arrive after cancellation, refund or a payment dispute, contact sac@crestwellcollection.shop so we can reconcile the delivery and payment records. We assess valid cancellations, defects, unsolicited shipments and any agreement allowing you to keep the goods. Where recovery is appropriate and lawful, we arrange a prepaid return or collection without transferring the cost of our delay or error to you. If keeping the item through a new purchase is appropriate, a new payment requires your express agreement through secure checkout. We will not automatically recharge your card. Later delivery does not, by itself, make an earlier non-delivery report false.