Return Policy
RETURNS AND REFUNDS POLICY
Last updated: July 20, 2026
We want shopping in our store to be convenient and secure. Below are the rules regarding product returns, refunds, and order cancellations.
1. Return Request Period
The customer may request to return a product within 30 days from the date of receiving the order.
After submitting a return request, the product must be sent back without undue delay, no later than within 14 days from the date the return request was submitted.
Returns requested after the 30-day period may not be accepted.
2. How to Request a Return
Important: Before returning any product, you must contact us at info@crest.me.uk. We will provide you with all the necessary return instructions, including the correct return address and further details regarding the return process.
To start a return, please contact us at:
The return request should include:
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full name,
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the email address used when placing the order,
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order number,
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name of the product being returned,
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reason for the return.
Once your request has been accepted, we will provide you with all the necessary instructions and the correct return address.
Products must not be returned without contacting us in advance. Parcels sent without prior notification or to an incorrect address may not be accepted or processed.
3. Return Eligibility Requirements
To qualify for a return, the product should:
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be complete,
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be in its original packaging,
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include all components, accessories, and protective seals,
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show no signs of use beyond what is necessary to inspect the product,
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be properly protected for transport.
The customer may inspect the product only to the extent necessary to establish its nature, characteristics, and functioning.
If the value of the product has decreased as a result of handling beyond what is necessary for a standard inspection, the refund amount may be reduced accordingly.
4. Return Shipping Costs and Responsibility
The customer is responsible for the cost of return shipping unless the return results from receiving a faulty, damaged, or incorrect product.
The customer is responsible for the return parcel until it is delivered to the address specified by us.
We recommend:
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using a registered or tracked shipping service,
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properly securing the products,
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keeping proof of postage and the tracking number.
We are not responsible for return parcels that are lost, damaged, or delivered to an incorrect address.
5. Refunds
Once we receive the returned product, we will inspect its condition and inform the customer whether the return has been accepted or rejected.
The refund will be processed without undue delay and no later than within 14 days from the date we receive the returned product or receive proof that it has been sent back.
The refund will be issued using the same payment method used when placing the order unless the customer expressly agrees to another method.
Once the refund has been initiated, the time required for the funds to appear in the customer’s account may depend on the bank, card issuer, or payment provider.
7. Damaged, Faulty, or Incorrect Products
If the product received is damaged, faulty, or incorrect, please contact us as soon as possible at info@crest.me.uk.
The message should include the order number and:
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a description of the issue,
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photographs of the product,
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photographs of the packaging,
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a photograph of the shipping label.
Once the request has been reviewed, we will propose an appropriate solution, which may include a replacement product or a refund.
This Policy does not limit the customer’s statutory rights regarding products that are faulty, damaged, not as described, or not fit for their intended purpose.
8. Product Exchanges
We do not currently offer direct product exchanges.
To receive a different product, the originally ordered product must be returned in accordance with this Policy, and a new order must be placed.
9. Order Cancellation
If you wish to cancel your order, please contact us as soon as possible.
If the order has not yet been prepared or dispatched, we may attempt to cancel it. However, we cannot guarantee cancellation once order processing has begun.
If the order has already been dispatched, you must wait for it to be delivered and then request a return in accordance with this Policy.
10. Contact
For questions regarding returns or refunds, please contact us:
Smilumin LLC
Email: info@crest.me.uk
Telephone: +44 20 3807 1085