Returns & Refunds Policy
Last updated: 11 September 2026
This Returns & Refunds Policy applies to purchases made through https://crofame.com, operated by Crofame Ltd.
Nothing in this policy affects your statutory rights under UK consumer law.
1. Changing Your Mind
If you are a UK consumer purchasing eligible goods online, you generally have the right to cancel your order within 14 days of receiving the goods, without giving a reason.
After telling us that you wish to cancel, you normally have a further 14 days to return the goods.
To request a return, contact us at:
Email: office@crofame.com
Please include:
- your name;
- order number;
- the item you wish to return;
- the reason for contacting us, if you wish to provide one.
You do not need to provide a reason when exercising a statutory cancellation right.
2. Condition of Returned Goods
You may inspect goods in the same way that you reasonably could in a physical shop.
Returned goods should be:
- returned with all relevant parts and accessories;
- appropriately packaged;
- not used beyond what is reasonably necessary to inspect them.
Where permitted by law, we may reduce the refund if the value of the goods has been reduced because they were handled more than was reasonably necessary.
3. Return Shipping Costs
If you are returning an item because you changed your mind, you may be responsible for the return postage cost where this was made clear before purchase.
If an item is faulty, damaged, incorrect or not as described, please contact us before returning it so that we can arrange an appropriate solution.
4. Refunds
Once an eligible return has been received, or you provide appropriate evidence that it has been sent back where applicable, we will process the refund within the period required by law.
For ordinary online cancellations, refunds must generally be made within 14 days of receiving the goods back.
The refund will normally be made using the same payment method used for the original purchase.
Where required by law, we will also refund the cost of our standard delivery option.
If you selected a more expensive delivery method, we are not required to refund the additional cost above our standard delivery charge.
5. Faulty, Damaged or Incorrect Goods
If goods are:
- faulty;
- damaged;
- not as described;
- not fit for their intended purpose; or
- different from what you ordered,
please contact us as soon as possible.
UK consumer law provides rights in relation to faulty or misdescribed goods, and we will not restrict those statutory rights. Businesses must provide a full refund in circumstances where goods are faulty, not as described or do not do what they are supposed to do, subject to the applicable consumer rules.
Please send:
- your order number;
- a description of the problem;
- photographs where they would help us understand the issue.
6. Items That Cannot Normally Be Returned Because You Changed Your Mind
The statutory cancellation right does not apply in every situation.
Subject to applicable law, exclusions may include:
- products made to your specifications;
- personalised or customised products;
- certain sealed hygiene products after the seal has been broken;
- perishable items;
- certain digital content once supply has begun with the required consent and acknowledgement.
This does not remove your rights where goods are faulty, damaged or not as described.
7. Personalised and Made-to-Order Products
Some Crofame products may be personalised, customised or made specifically for you.
Once production has begun, these products may not be eligible for cancellation or return simply because you have changed your mind, where the law permits this.
However, if a personalised product arrives faulty, damaged, incorrect or materially different from the agreed specification, please contact us.
8. Digital Products
For digital downloads or other digital content, the usual 14-day cancellation right may be lost once the download or supply begins if:
- you expressly agreed that supply could begin immediately; and
- you acknowledged that doing so would result in the loss of your cancellation right.
Online sellers must obtain that agreement and acknowledgement before immediate digital supply.
Your statutory rights regarding faulty digital content remain unaffected.
9. Services
If you purchase a service from Crofame and ask us to begin providing it during the 14-day cancellation period, different cancellation rules may apply.
If you cancel after work has already begun, you may be required to pay a reasonable amount for work already carried out, where permitted by law and where the required information was provided before purchase.
Bespoke professional services may also be governed by a separate quotation, proposal or service agreement.
10. Exchanges
Where stock is available, we may offer an exchange for certain products.
If you would like a different size, colour or product, contact us at:
office@crofame.com
An exchange does not affect any statutory rights you may have.
11. Sale Items
Your statutory rights apply equally to products purchased during a sale.
A reduced price does not remove your rights if an item is faulty or not as described.
12. How to Start a Return
Contact:
Crofame Ltd
Registered office: London, United Kingdom
Email: office@crofame.com
Include your order number and details of the item being returned.
Please do not send returns to an address unless it has been confirmed as the appropriate returns address.
13. Contact Us
For questions about a return, refund or cancellation, contact:
Crofame Ltd
Registered office: London, United Kingdom
Company number: 16776271
Email: office@crofame.com