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Returns Policy
Returns Policy
We hope that you enjoy the purchases you make from Castle De Crux. However, if you wish to return an item, you may do so in accordance with your statutory rights or in accordance with this Returns Policy.
In the event that an order arrives damaged or defective in any way, email us within 7 days of receiving the item concerned at enquiries.decrux@gmail.com with the order number and a photo of the item's condition. We address these on a case-by-case basis, but will try our best to work towards a satisfactory solution.
How to Return an Item
As an alternative to the return options provided by your statutory rights, customers may return items purchased from Castle De Crux under this Returns Policy in accordance with the following terms:
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Returns made under this Returns Policy must be made within 14 days of delivery of an item.
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Items returned must:
a. Be in unopened and all original packaging, including tags.
b. Be unused and in perfect condition. -
To start the returns process, you should email us at enquiries.decrux@gmail.com requesting a return in accordance with this Returns Policy. Include your name, identification of your order (e.g. an order number), and details of the item(s) you want to return.
Entitlement to a Refund
When a return is made following the requirements and procedures set out in this Returns Policy, a customer is entitled to a full refund of the price you paid for the item(s):
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Taking into account any discounts that were applied at the time of purchase.
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Exclusive of any shipping costs paid.
Processing Returns
Once we have received an item you wish to return:
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We will check the item you have returned within, wherever possible, 14 days.
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If we confirm that the item and your returns procedure comply with the requirements set out in this Return Policy:
a. We will let you know that your return has been received and accepted.
b. You will receive a refund via your original payment method, usually within 14 days of a return being accepted -
If the item returned, or your returns procedure, does not comply with the requirements set out in this Returns Policy:
a. We will let you know why your return has not been accepted.
b. We may offer a reduced refund (e.g. if an item is returned damaged).
c. You will have the option to take the item back (note that you will be required to pay shipping).
Exchanges
If you wish to exchange an item purchased for another item (e.g. the same product in a different size or colour, and of equal value to the original purchased item), you should return the purchased item as usual (i.e. as set out above) and, during the returns process, indicate your wish to exchange your item for a new item and specify exactly which item you wish to exchange for. Then:
1. If the requested exchange is possible, we will send the new item to you once the item being returned has been received.
2. If the requested exchange is not possible (e.g. because the requested item is not in stock or has a different price), we will inform you of this and provide a refund instead. You may then choose to purchase an alternative item from us by starting a new purchase.
Customer Statutory Rights
This returns process provided under this Return Policy is provided in addition to customers' statutory rights. This Returns Policy does not diminish these statutory rights in any way, it simply provides our customers with an additional returns option.
A customer has a statutory right to a refund in certain circumstances. For example, you may have a right to a refund if a product is not of satisfactory quality or not fit for purpose. You may have a right to change your mind and cancel your order in certain circumstances (i.e. your cancellation rights).
Exactly which rights apply to your situation will depend on the circumstances of your purchase. For example, whether you purchased as a consumer or a business. For more information on your rights in relation to your purchase, please refer to our Terms and Conditions, online at: ADD THIS LINK