Refund policy
CANCELLATION POLICY
1. ORDER CANCELLATION
You may request to cancel your order within 24 hours of placing your order by contacting us at support@crochex.com with your order number.
Please contact Crochex as soon as possible before taking any further action. Contacting us first allows us to review your order and provide the fastest and most effective solution.
If your cancellation request is received within the 24-hour cancellation window and your order has not already been processed or shipped, we will issue a full refund to your original payment method.
If your order has already been processed or shipped, it cannot be canceled.
After the 24-hour cancellation window has passed, orders cannot be canceled.
RETURN & REFUND POLICY
1. GENERAL RETURNS AND EXCHANGES
We do not accept returns or exchanges for change of mind, personal preference, buyer’s remorse, or incorrect selections made during checkout (including item, size, color, design, or quantity). This policy applies to both standard and custom/personalized products.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect due to an error on our part, please contact us within 24 hours of delivery at support@crochex.com with photos or videos of the issue. We will review your request and, when eligible, provide a free replacement or a full refund.
If you have any questions or concerns regarding your order, please reach out to us at support@crochex.com before taking any action. We are always happy to support you and guide you through the available options.
2. DAMAGED OR DEFECTIVE ITEMS
If your order arrives damaged or an item has a product defect, please contact Crochex first within 24 hours of delivery at support@crochex.com.
Please do not send the item back or take any other action before contacting us. Contacting us first allows us to review the issue promptly and provide the most appropriate and efficient solution.
Please provide:
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Your order number
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A description of the issue
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Clear photos or a short video showing the damage or defect
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Photos of the shipping packaging if the item appears to have been damaged during transit
We may request additional information to verify the issue.
If we confirm that the item is damaged or defective, you do not need to return the item and may keep it.
Depending on the circumstances, we will provide one of the following resolutions:
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A replacement at no additional cost, or
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A full refund to your original payment method.
3. INCORRECT ITEM RECEIVED
If you receive an item that is different from the item you ordered, please contact Crochex first within 24 hours of delivery at support@crochex.com.
Please do not send the item back or take any other action before contacting us. Contacting us first allows us to verify the issue and arrange the fastest and most effective solution for you.
Please provide:
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Your order number
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Clear photos of the item received
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A brief description of the discrepancy
If we confirm that the incorrect item was sent due to an error on our part, you do not need to return the item and may keep it.
Depending on the circumstances, we will provide one of the following resolutions:
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A replacement at no additional cost, or
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A full refund to your original payment method.
4. CUSTOM AND PERSONALIZED PRODUCTS
Custom and personalized products are final sale and cannot be returned or exchanged, except when the item arrives damaged, defective, or incorrect due to an error on our part.
If you have any concern about a custom or personalized order, please contact Crochex first before taking any action. We will review the situation and work with you to determine the appropriate solution as quickly and effectively as possible.
5. RETURN SHIPPING
For approved damaged, defective, or incorrectly shipped items, customers are generally not required to return the item.
If Crochex specifically requires an item to be returned in a particular case, please contact us first and wait for our return instructions before sending anything back.
The customer is responsible for the return shipping cost unless otherwise agreed by Crochex.
Do not send any item back to us without contacting Crochex first and receiving return instructions. This helps us avoid unnecessary delays and ensures that your issue is handled as quickly and efficiently as possible.
6. REFUND PROCESSING
If you believe you are eligible for a refund, please contact Crochex first so that we can review your order and confirm the appropriate resolution.
If a refund is approved, it will be issued to the original payment method within 10 business days of approval.
The time required for the refund to appear in your account may vary depending on your payment provider or financial institution.
7. CONTACT US
For any questions, concerns, or issues regarding your order, please contact Crochex first before taking any action.
Our team will review your request and work with you to find the fastest and most effective solution available under this policy.
Email: support@crochex.com
When contacting us, please include your order number and any relevant photos, videos, or other information that may help us review your request promptly.