Refund policy
Returns and Right of Withdrawal (EU and UK)
If you purchase as a consumer, you have the right to withdraw from your purchase within 14 calendar days from the receipt of the order, in accordance with applicable consumer law in the European Union and the United Kingdom.
To exercise this right, you must contact our customer service team by email at customersupport@officialcrests.com indicating your order number and your decision to return the product. Our team will open a case and provide you with the necessary instructions to complete the return.
Refunds and Timeframes
Once we receive your withdrawal notification, we will process the corresponding refund within a maximum of 14 days. However, we may withhold the refund until we receive the returned products or you provide proof of their shipment, whichever occurs first.
Refunds will be made using the same payment method used for the original purchase, unless another option is expressly agreed upon.
What is Refunded
If you return the complete order within the legal 14-day period, we will refund:
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The total amount of the returned products.
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The cost of the standard, cheapest shipping method available on our website at the time of purchase.
If you selected a shipping method other than standard (e.g., express or urgent shipping), the additional cost of that service will not be refunded, in accordance with applicable law.
If you return only part of the order, the refund will include only the returned products. In this case, the original shipping costs will not be refunded, unless the law states otherwise or the product is defective or incorrect.
Cost of Return
The cost of returning the product is the responsibility of the customer.
If the product received is defective, damaged, or does not correspond to the order, you must contact us first at customersupport@officialcrests.com so we can advise you on how to proceed. In these cases, we will cover the return costs in accordance with the law.
We do not currently offer prepaid return labels.
Condition of Returned Products
Products must be returned in good condition, without use beyond what is necessary to check their nature, characteristics, and functionality, and with all included elements (components, accessories, and original packaging).
All returned items will be inspected upon arrival. If the product has lost value due to handling beyond what is necessary for inspection, we may apply a proportional deduction to the refund, in accordance with applicable consumer law.
How to Return Your Order
To initiate a return, write to customersupport@officialcrests.com indicating:
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Order number
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Full name
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Reason for return
Our team will respond with shipping instructions. The product must be carefully packed in a sturdy box to avoid damage during transport and shipped according to the provided instructions.
Once the product is received and inspected, the refund will be processed as described above. Please note that, depending on your bank or payment provider, it may take a few additional days for the credit to appear.