1 Returns Authorisation Number (RAN)

2 How to Contact Us

All return requests must be made by email. Please include the following in every correspondence:

• Your order number
• Your contact mobile number
• Up to 3 photographs of the item and packaging where relevant (required for damaged or faulty claims)
• A clear description of the reason for return

3 Faulty or Damaged Goods

We take the utmost care in packaging and dispatching every order. In the unlikely event that your item arrives faulty or damaged, the following terms apply:

• Faulty or damaged goods must be notified to us by email within 48 hours of receipt
• The item must be returned within 7 days of receipt of the order
• Goods must be returned in their original packaging
• Upon receipt and inspection we will offer an exchange or full refund via your original payment method

4 Change of Mind Returns

If you wish to return an item for any reason other than it being lost in transit or damaged, the following terms apply:

• You must notify us by email within 48 hours of receipt
• You must arrange for the goods to be returned within 7 days of receipt of your order
• Items must be returned in a resellable condition and in original packaging
• The cost of return postage is your responsibility
• Once received, we will refund via your original payment method, excluding any return postage costs

The postage cost to return the parcel to Crawford & Bond is not refundable where the return is due to no fault of Crawford & Bond.

5 Exchanges

If you wish to return an item (due to no fault of Crawford & Bond) in order to exchange it for a different item, the following applies:

• Any price difference between the returned item and the replacement item will be charged or refunded accordingly
• Postage will be charged on the new order irrespective of its value
• The cost of returning the original item to us remains your responsibility

6 Non-Returnable Items

For hygiene reasons, the following categories of items cannot be returned or refunded unless they are confirmed as faulty or damaged on arrival:

These exclusions are in addition to your statutory rights under the Consumer Rights Act 2015. If an item in these categories arrives faulty or damaged, please follow the process outlined in Section 3.

7 Step-by-Step Return Process

Please follow these steps to make a return:

• Step 1 — Email crawfordandbond@gmail.com within 48 hours of receiving your order, including your order number, mobile number, and photographs if relevant
• Step 2 — Wait for written confirmation from Crawford & Bond and your unique RAN
• Step 3 — Write your RAN clearly on the outside of the return package (do not write on the product packaging itself)
• Step 4 — Return the item in its original packaging within 7 days of receipt, using a tracked and insured delivery service
• Step 5 — Once received and inspected, your refund or exchange will be processed within 14 calendar days

8 Contact Information

For all returns enquiries, please contact us using the details below. Ensure you include your order number, mobile number, and photographs where relevant.